Help desk software refers to a computer program that enables customer-care operators keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising.

Generally, help desk software is part of an umbrella category called service desk, which includes asset management and IT service management. Oftentimes, the two terms are used interchangeably. Nevertheless, help desk software specifically refers to the system that addresses customer queries.

Indeed, customer service and help desk software systems have become increasingly popular in recent times. According to a recent report, there is massive increase in sales of customer relationship management (CRM) software, which includes help desk software across the globe.