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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"/>
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 countries like [[India]] and the [[Philippines]].<ref name="CC"/>
In any case, the real invention of help desk software came in the 2000s when 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.<ref name="CC"/> In recent times, the internet and networked systems make help desk software more interactive and participatory for customers and the agents. Customer can now submit and track their issues more easily.<ref name="CC"/>
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