The omni helpdesk administrative interface provides the behind the sceens control of things such as workflow processes, users, queues etc.

Since the actual setup can become rather complex, depending on requirements, only the basics are show here.

The whole helpdesk system revolves around the workflow processes defined here. Below, is the workflow editor. It shows how one can design workflows simply by dragging and dropping tools from the right hand part of the screen.

In addition to workflows and user type information, the admin interface allows one to manage the knowledge base :

The knowledge base, like the workflow engine provides a graphical design environment.