The Ultimate Guide to Help Desk Software

Updated: Jun 24

help desk software illustration

In this guide, you'll learn:

  • What is help desk software?

  • Why is help desk software important for businesses?

  • Additional benefits help desk software

  • Core features of help desk software

  • Use cases of help desk software (with examples)

  • How does help desk software work in different industries?

  • Types of help desk software

  • Who uses help desk software?

  • Small business challenges solved by help desk software

  • Enterprise challenges solved by help desk software

  • Types of customer support channels

  • Choosing a customer service help desk software

Help desk software newbie? Or curious to dive deeper into customer support technology? This guide will take a deep dive into the essence of help desk software and how it enables businesses to scale cost-effectively, boost agent efficiency, and customer satisfaction.

Let’s get started!

What is help desk software?

Help desk software is a platform with a set of built-in tools to collect, organize, respond to, and report on customer interactions. Most modern help desk solutions manage one or many support channels, including email, phone, chat, social messaging apps (e.g. Facebook and Twitter), and self-service.

Unlike clunky email accounts, businesses can use a help desk to streamline communications more efficiently, provide faster answers to their customers, and boost customer satisfaction.

A brief history of customer support technology

history of help desk software


Companies relied on face-to-face interactions to resolve customer issues. Only the wealthy were able to directly communicate with store owners via the telephone switchboard.