Meugen I see that seems pretty straight forward, I would recommend the move to v4.0 due to the better workflow functionality which will help you drive your process. What i'm not quite sure on is is this help desk type senario purly for internal infastructure or customer infastructure, I think what...

In my experience, contracts is one of the least used parts of CRM. If you are not specifying time allocations or numbers of cases beforehand, I don't think you need to be overly concerned with contracts. Service activities are great for companies which have well-defined services which go for well...