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Meanwhile, the actual introduction of help desk systems began in 1980 when the internet was officially made available for public use. Many companies started outsourcing their [[customer service]] department. This led to the massive use of email and live chat systems in the 1990s. This new development enabled several [[United States|US]] companies to outsource their help desk to [[Low-cost country sourcing|low-cost countries]] like [[India]] and the [[Philippines]].
In the 2000s, companies began to use diverse kinds of software packages to deal with customer-care issues. This led to the massive production of different kinds of help desk software programs across the internet and the world at large. In recent times, the internet and networked systems make help desk software more interactive and participatory for customers and agents. Customers can now submit and track their issues more easily. The most popular support channels today are self-service portals, chatbots, community forums, email and phone support, live chat, and social media messaging.<ref>{{cite web |title=Help Desk: A Complete Guide (2022) |url=https://www.happyfox.com/help-desk/
Customer service and help desk software systems have become increasingly popular in recent times. According to a recent report, there is a massive increase in sales of [[customer relationship management]] (CRM) software, which includes help desk software across the globe.<ref name="ITWC">{{cite news|url=http://www.itworldcanada.com/article/canada-lags-u-s-in-adopting-help-desk-software-as-email-spreadsheets-still-prevail/376078|title=Canada lags U.S. in adopting help desk software as email, spreadsheets still prevail|last=Gary|first=Hilson|date=23 July 2015|accessdate=11 January 2016|publisher=IT World Canada}}</ref>
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