Supportworks is an issue tracking system designed for use in help desk and information technology (IT) environments.

This model enables a drill down method to classify calls with each level increasing specificity of the classification.

[3] Supportworks provides a tool to track widespread incidents that may impact a variety of customers known as "issues."

[3] Supportworks provides an integrated knowledge base application, e-mail integration through a shared mailbox, and the ability to populate a database of customers from external sources such as directory services using LDAP, query results from external databases, CSV files and Excel documents.

[3] Supportworks is packaged with a web-based self-service portal, allowing customers to create calls in the system using a web browser, without requiring assistance from an analyst.

It contains a discovery feature, however, which allows it to auto-populate an inventory by auto-detecting devices connected to a computer network.