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==Basic characteristics==
Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include [[Issue tracking system|Ticket Management]], Automation Suite, and Reporting/Optimization.
Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. It may accommodate multiple points of contact; a working dashboard; and an analytics section. It may also have a feature that allows agents to escalate issues to a higher level.
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