Help desk software gives businesses the capability of using a systematic approach to responding to both internal and external customer support requests. Help desk software refers to software packages ranging from fairly simple ticket management systems, to detail CRM-type applications that fully integrate with other components of the business. Help desk software has typically been used by businesses to reduce costs while also decreasing customer wait times for support requests. Core components of any help desk software application are the abilities to record and track support requests through all stages, ranging from the initial request to full satisfaction. Reporting is also a key element to provide businesses with detailed information on how their system is running.

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