Heat, Clarify and remedy...wazza?

[Dark]

Kesako? Can someone explain? The more detailed the better. Thx

 

[Dark]

Well if someone is interested. I learnt that they're help desk tools. Here is a link.
Thx spidey

 

[hevnsnt]

They are Call tracking ticketing systems.
Call Comes in.. These systems provide the analyst with the info of the caller, past calls etc. Then the analyst has the option to "transfer" the ticket to another group. As well they have a lot of other options, like Knowledge bases, common problems, SKIMs for tracking, etc..