There is a video demonstrating the power of Kaseya Service Desk around here that shows off the automation of Service Desk. In the quick tutorial video it describes the scenario where a customer reports there is a "slow" computer. And then service desk produces a ticket with several procedures that run to check on the computer in question. If you know the video I am referring, do you happen to know if there is any walk through or download so I can implement the same response?