Whether it’s because you need to troubleshoot your internet connection or return a pair of shoes, nearly everyone is familiar with help desks. Just as the name suggests, they are a beacon for guidance.
As technology advances, people ask organizations for help through an increasing number of channels: phone, website, instant messaging, email, social media, etc.
With so channels to monitor, issues can easily slip through the cracks. This is where help desk software vendors come to the rescue.
What is help desk software?
In the simplest terms, help desk software (HDS), sometimes called customer service software, ticketing systems or IT service management (ITSM) software, helps businesses automate service management. These services are either used externally (by customers who have bought goods or services from you) or internally (by employees who need assistance).
This technology is used by many businesses for IT support, customer support, and IT asset management. It’s quickly moved from nice-to-have to a necessity. According to a ManageEngine's user survey, respondents reported the following benefits:1
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