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'''Help desk software''' refers to a [[computer program]] that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising.<ref name="PC1">{{cite magazine|last=Oliver|first=Haslam|title=The Best Help Desk Software of 2015|magazine=Pcmag|date=4 September 2015|url=https://www.pcmag.com/article2/0,2817,2489457,00.asp|accessdate=11 January 2016}}</ref>
Generally, help desk software is part of an umbrella category called the 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.
==History==
The history of help desk software dates back to the 20th century when businesses relied mostly on face-to-face interaction to resolve customer issues. Customers had to visit a company’s store or office with the product to get their problems solved.<ref name="CC">{{cite news|title=History of Help Desk Software: Evolution and Future Trends|publisher=Compare Camp|url=http://comparecamp.com/history-of-help-desk-software-evolution-and-future-trends/|accessdate=11 January 2016}}</ref>
With the invention of the [[telephone]] in 1876, and the telephone switchboard in the 1890s, the help desk assumed a better approach. Customers were able to reach their company and voice out their problem over the phone system.<ref name="CC"/> During the 20th-century era, companies used mainly equipment like dictation machines, typewriters, and dumb terminals with access to a [[mainframe computer]], to address customer issues. The earliest use of computers for customer service was done through the use of mainframe software. Customers would submit paper forms or communicate their issue by phone to customer service agents who would seek for avenues to handle the issues.<ref name="CC"/>
In the 1960s, companies began to set up call centers and also train staff to receive and handle customer inquiries in an organized and efficient manner. This was the era of [[Interactive voice response]] (IVR) which became a big boost to telephone customer service system.<ref name="CC"/> Later on, Desktop PCs and email significantly improved help desk systems. Customers could communicate their problems by email, bypassing paper forms. Help desk agents could provide status updates and resolutions by email as well.<ref name="CC"/>
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