Help desk software is a tool used to organize, manage, and respond to service-related requests from internal and external sources. Customer inquiries are typically submitted via multiple channels, including email, phone, or social media. Customer service teams use help desk software tools to streamline support processes and provide analytics into customer engagement across all communication channels.
These products may contain additional customer self-service and social customer service integrations or live chat software modules.
To qualify for inclusion in the Help Desk category, a product must:
Organize external customer inquiries into tickets for support agents
Aggregate inquiries from emails and a customer portal
Assign tickets to support agents for prompt service