To respond to a customer who is having an issue with your software or service, use the search field to find all known issues that match the current issue. As soon as you start typing, the result list will be populated. Since Omni Customer Support is built on search engine technologies, the results are weighted by relevancy. Once you select an issue from the result list, the details will appear in the Issue Details section to the right. Here is the main search screen: 
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There are 5 parts to any issue.
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Each time an issue is identified as the problem, a report can be added to the issue. The report is a time stamp of when it occurred and a small note. These are used to monitor which issues are causing the most problems and allow you to address the most problematic issues.
The reporting features allow you to keep track of any new issues, changes to existing issues or the activity level of an issue. Reports can be run for any date range, or view quick report of the most active issue in the last 30 days.
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Issues can be assigned tags to help categorize them. It is useful to include the tag in the search term. You can also browse the search results by tags.
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