What is Supportworks

Supportworks is a support-management client/server application in which the server provides the central system functionality and its database holds all the support-related data, while the client provides the operational and administrative interfaces to the system, together with the customisation interfaces.

Each member of the support team has the client software installed on his or her workstation. These analysts use the client to handle calls and carry out other support-desk operations on a day-to-day basis. The support-desk administrator uses the client to initially set up the support aspects of the system and to continue to manage these as and when the necessity arises.

Apart from the native client, there are also other (Web-based) clients such as the Web Client and SelfService available for use by analysts or customers. For the most part, the functionality of these clients is orientated more towards day-to-day usage, rather than administration.

A Supportworks system is made up of three major components: the Enterprise Support Platform (ESP), Hornbill Core Services and a specific Application.

The Supportworks ESP provides the foundation for your chosen support-desk application, both client-side and server-side. It provides all the facilities that are common to all applications, and also provides access to any application. ESP facilities can be both administrative and usage-related.