What is a customer helpdesk?

A customer helpdesk is a support solution used to assist external customers. These software systems convert questions and support requests into tickets, which are then assigned to an available support agent. Newer helpdesk solutions actually function as a part of the customer support team by providing direct assistance to clients.

Due to the customer service aspect, customer helpdesks are often referred to as service desks. However, as these terms can occasionally refer to platforms that carry significant differences, it’s important to fully explore the differences.