How does the helpdesk software work?

Here's the helpdesk ticket's life cycle:

1. A user submits a ticket to the web-based help desk software app either using the web-interface or by sending en email to the helpdesk-integrated mailbox
2. Technicians are notified of a new ticket by email
3. A technician "takes over" the ticket
4. Both the technician and the user interact:
   • post comments and updates into the ticket's forum
   • attach files
   • answer each other's questions.
   All this is done using the helpdesk's web-interface. The user can also post his updates by email, just by replying to helpdesk software notifications.
5. As soon as the issue is resolved, the technician (or the user) closes the ticket.
6. Optionally - the ticket is posted to the knowledge-base
7. Optionally - the ticket can later be edited to fit the knowledge-base better