What is a help desk?
A help desk is a team, and usually the software it uses, that answers questions and solves problems for customers or employees, typically by logging requests as tickets and tracking them to resolution. IT help desks support employees; customer help desks support buyers and users.
Common features
| Feature | Purpose |
|---|---|
| Ticketing | Track requests |
| Knowledge base | Self-service |
| Automation | Routing, replies |
| SLAs | Response targets |
| Reporting | Performance |
| AI | Answer and resolve |
Help desk vs service desk
A help desk focuses on fixing issues. A service desk is broader, handling service requests, changes and IT service management processes.
