Please note that the content of this book primarily consists of articles available from Wikipedia or other free sources online. Supportworks is an issue tracking system designed for use in help desk and information technology environments. Two branches of the software are developed concurrently, Supportworks ITSM, a certified Information Technology Infrastructure Library compatible IT service management solution, and Supportworks Helpdesk Professional. Issues tracked in Supportworks are known as "calls." Calls are classified using a hierarchical model known as "problem profiles." This model enables a drill down method to classify calls with each level increasing specificity of the classification. Supportworks groups analysts into "support groups." Calls may be assigned to a support group, or to a specific analyst.

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