Most Help-Desk Management systems are similar to Trouble-Ticketing systems, except that they add a variety of customer tracking features. Minimally, this include an address-book which logs detailed customer relationship info, so that support staff can understand how past relationships with the customer went, can recognize high-priority/important customers quickly, and understand customer quirks for special treatment (i.e. to easily "know the customer"). Call tracking systems usually include search capabilities for locating related calls or trouble tickets, and/or referencing FAQ's based on the problem description (aka a "Knowledge Base"). These systems might also provide call tracking (time spent on the phone), time-tracking (hours spent solving the problem), and may include mechanisms to automatically bill the client for hours worked. Premium systems add some workflow and escalation capabilities, so that unresolved tickets can follow either the normal workflow procedure, or be escalated to higher levels for team-lead/management/special attention & resolution.