Help desk

A help desk consolidates incoming requests from multiple channels — email, chat, phone, social — into a single queue. Agents work from that queue, and the system tracks each ticket's status, owner, and history.

Help desks range from lightweight shared inboxes to fully featured platforms with automation, reporting dashboards, and multi-tier escalation. The right size depends on team volume, complexity, and how many channels customers use to reach you.

The term is sometimes used interchangeably with "ticketing system," though a ticketing system specifically refers to the ticketing workflow; a help desk implies a broader setup including agents, queues, and reporting.