What is a Help Desk Software?

Help desk software helps customer support or help desk agents to deal with a variety of customer cases related to incidents, requests for service or information, or complaints. This means that customer calls, emails or messages are recorded as cases, and assigned to the appropriate individual or team member. The help desk software ensures that all issues have an associated case and monitored such that cases are never left unattended, forgotten, or lost. 

A good help desk software helps you deliver a great customer experience and help develop your brand authenticity. The software facilitates this through prioritization, categorization, automated routing, service level management, and escalation capabilities helping customers get a fast and accurate answer.