HelpdeskSoftware

Helpdesk software, also called service desk software, is a category of information technology service management (ITSM) tools that organize and track requests for assistance from customers or internal users. It centralizes tickets, standardizes workflows, and provides visibility into the status, priority, and ownership of issues. The goal is to improve response times, accountability, and customer satisfaction by coordinating agents, automating routine tasks, and offering self-service options.

Core features include a ticketing system that collects requests from multiple channels (email, chat, phone, social media), service level agreement (SLA) management and escalation, a knowledge base, automation and workflow orchestration, a self-service portal, and reporting. Many suites also include asset management, change management, and integrations with customer relationship management (CRM), IT asset management, or project tools.

Helpdesk solutions come in cloud-based or on-premises forms, and they can be used for customer support, internal IT helpdesk, facilities, or human resources. They range from lightweight systems suitable for small teams to comprehensive ITSM platforms used by large organizations. Some products emphasize omnichannel support, while others focus on incident resolution, knowledge management, or automation.

Benefits include faster issue resolution, consistent processes, clearer ownership, scalability, and data-driven improvements. Potential challenges involve configuration complexity, data migration, maintaining up-to-date knowledge bases, and ensuring data security and regulatory compliance.

Common criteria for selection include ease of use, scalability, breadth of integrations, automation capabilities, reporting quality, security features, and total cost of ownership. Notable examples of helpdesk software include Zendesk, Freshdesk, Jira Service Management, ServiceNow, Zoho Desk, Help Scout, and Kayako.