What is a helpdesk? Definition and meaning
A helpdesk refers to software or a system that deals with incoming customer inquiries. These can come in by phone or by email. This system is often used as a support tool in the software or hardware industry. However, it can also be found in classic call centres.
As the term already suggests, professional help can be requested through this system. In most cases this concerns technical problems or support assistance.
To manage a large volume of inquiries by email in an organised way, helpdesk software such as so-called ticket systems can help. With a ticket system you capture incoming inquiries, forward them to specific channels (for example teams or departments) or assign a direct point of contact. Each inquiry is given a ticket ID for unique identification. Thanks to the documentation this creates, your customer service (also called the service desk) becomes considerably more efficient.
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