Appendix A

Helpdesk Application Flow

This appendix provides a functional overview of the helpdesk application. Think of it as the user guide that presents the application capabilities for admin and the customer.

In the real world, most support applications are integrated with order management and customer management systems. As a result, there is a lot of automation in place from the data movement perspective. For example, when a customer is created in a customer management system, the customer information is automatically pushed down to other systems, such as a support application. For our purposes, we are considering the standalone helpdesk application, and we have no integrations with upstream applications, so we will manually create all the ...

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