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More advanced help desk applications feature [[online chat]], insights and analytics, automated processes, multiple contact channels, reporting tools, collaboration tools, and a CRM feature.
== Types of IT help desk software<ref>{{Cite web |title=Let's See the Key Features & Benefits of Help Desk Software |url=https://easydesk.app/blog/what-is-help-desk-software-key-features-and-benefits-for-transforming-customer-support |access-date=2025-08-18 |website=easydesk.app |language=en}}</ref> ==
IT help desk software can be categorized in several ways, depending on deployment model, intended users, and organizational scale.
=== '''Cloud-based vs. on-premises''' ===
Cloud-based help desk software is hosted on external servers and accessed via the internet. It generally offers lower setup costs, faster deployment, and remote accessibility. By contrast, on-premises help desk software is installed and managed on an organization’s own servers. This model provides greater control over data but usually involves higher costs for infrastructure and maintenance.
=== '''Internal (IT Service Management) vs. external (customer support)''' ===
Internal help desk software, often associated with IT Service Management (ITSM), is designed to support employees within an organization by addressing technical issues and service requests. External help desk software is intended for customer service, enabling organizations to manage queries from clients and external stakeholders through channels such as email, live chat, or phone.
=== '''Enterprise vs. small business solutions''' ===
Enterprise help desk systems are typically equipped with advanced features such as automated workflows, detailed analytics, and AI-driven ticket routing to manage high volumes of support requests. Small business solutions are generally simpler, emphasizing ease of use, affordability, basic automation, ticket management, and reporting.
==Benefits==
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