Incidents happen. Let’s put it as simple as that. When they happen, organizations must resolve them quickly so that they do not impact the business outcomes or customer experiences. Manually dealing with incidents can be time-consuming and inefficient, for example, staff receive phone calls, record those in paper forms, and track them with emails and spreadsheets. With a case management system — also called case management system, service desk, ticketing system, and incident system — organizations can be focused, organized, and efficient.