Help Desk
Software that centralises customer requests into tickets or conversations so a team can track, assign and resolve them.
Glossary/Help Desk
A help desk is the system a support team uses to receive, organise and respond to customer requests. It turns scattered emails, chats and messages into a manageable queue of conversations that can be assigned, prioritised, tracked to resolution and measured.
Traditional help desks were built around email tickets. Modern ones are conversational and omnichannel, bringing chat, social and messaging into the same workflow, and increasingly adding AI to resolve routine requests automatically. The core job is the same: make sure nothing falls through the cracks and every customer gets a timely answer.
Related terms
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