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:
- 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.
- When an issue cannot be resolved immediately, inbound inquiries are filtered and organized by category.
- Helpdesk support staff or CoPilots assume responsibility for the ticket and begin communication with the author.
- Once the issue has been resolved, the ticket status is changed to closed.