Most of the time the role of the Helpdesk app in a company can be in one of the following major workflow:

1. Post-Sale Services: these services happen after a sale has been made:
2. 1. Billing: used to offer refunds, and discounts, and troubleshoot any billing issues.
   2. Product Damages: used to handle any product damages and warranties.
   3. On-Site Help: used to send engineers/technicians to the customer’s location.
   4. Product Defects: used to handle returns, refunds, and managing issues due to manufacturer defects.
   5. FAQ/Help Center/eLearning: used to provide essential information for the customers.
3. Pre-Sale Activities: these activities are usually used before a sale or a customer has been acquired:
4. 1. Convert to Lead: convert a received ticket into a lead and possibly a customer, after that.
5. Internal Company workflows: used to create internal company teams and workflows:
6. 1. Different Teams: different teams can have:
   2. 1. Specific SLAs.
      2. Unique email aliases.
      3. Limited access rights for certain actions.
      4. Customer Ratings.
7. Track & Bill Time: used to track the time consumed on a ticket using Timesheets and possibly billing that time to the customer.
8. Reporting and Analysis: used for creating internal reports to track data like:
9. 1. SLAs.
   2. Customer Ratings.
   3. Time & Billing.
   4. Ticket Analysis.

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The following diagram shows the core uses of the Helpdesk app: