How does helpdesk software work?

Helpdesk software serves as a central communication hub to support customers and employees alike. Though “the best helpdesk software” is a fiercely debated topic, these systems largely follow the same order of operation:

  1. A request for support or “ticket” is submitted by the user. This could be a multi-page form, phone call, or a simple chat system
  2. When an issue cannot be resolved immediately, inbound inquiries are filtered and organized by category.
  3. Helpdesk support staff or CoPilots assume responsibility for the ticket and begin communication with the author.
  4.  Once the issue has been resolved, the ticket status is changed to closed.