We are looking to possibly replace an in house help desk system we have. It would be mostly internal. As we have it working now we have each client in the system and we can look up calls entered for each client (so basically it's client-centric). Can Help Desk be configured to function in the same way? The idea being is a support rep looks up a client (or store in our case), sees the history of calls and can enter a new call?
From what I've seen in the brief time I've looked at it, it requires an email be sent to a client to register them in the system, and I couldn't find how to look up clients and see a list of issues (if possible) a particular client has called about.
