Definition
A helpdesk refers to a software or system that handles incoming customer inquiries. These can be made by phone or 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 centers.
As the term already implies, professional help can be requested via this system. In most cases, this involves technical problems or support assistance.
In order to be able to organizationally handle a large volume of inquiries by email, helpdesk software, e.g. so-called ticket systems, helps. With a ticket system, you capture incoming inquiries, forward them to specific channels (e.g. teams or departments) or assign a direct contact person. They are assigned a ticket ID for unique identification. With the resulting documentation of the inquiry, your customer service (also called service desk) is significantly more efficient.
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