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.Button{margin-right:0}.Login__popup__close{position:absolute;right:15px;top:15px;display:-webkit-box;display:-ms-flexbox;display:flex;width:25px;height:25px;background-image:url(/app/themes/liveagent/assets/images/icon-close.svg);background-repeat:no-repeat;background-size:100% auto;background-position:center;cursor:pointer;-webkit-transition:opacity .3s;transition:opacity .3s}.Login__popup__close:active,.Login__popup__close:focus,.Login__popup__close:hover{opacity:.6}.Login__popup.active{display:-webkit-box;display:-ms-flexbox;display:flex}.Button--login{padding:0 !important;margin-left:30px !important;-webkit-transition:opacity .3s;transition:opacity .3s}.Button--login:active .tooltip,.Button--login:focus .tooltip,.Button--login:hover .tooltip{display:-webkit-box;display:-ms-flexbox;display:flex}.Button--login span{font-size:0}.Button--login span::before{content:"";display:block;width:17px;height:100%;background-image:url(/app/themes/liveagent/assets/images/icon-login.svg);background-repeat:no-repeat;background-size:100% auto;background-position:center}.Button--login .tooltip{position:absolute;top:49px;display:none;margin-left:9px;padding:8px 25px;font-size:14px;line-height:21px !important;text-align:center;word-break:keep-all;color:#212121;-webkit-box-shadow:0 3px 20px 0 rgba(0,0,0,0.16);box-shadow:0 3px 20px 0 rgba(0,0,0,0.16);background-color:#fff;border-radius:4px;-webkit-transform:translateX(-50%);-ms-transform:translateX(-50%);transform:translateX(-50%)}.Button--login .tooltip::before{position:absolute;top:-10px;left:calc(50% - 10px);background:0;width:0;height:0;border-style:solid;border-width:0 10px 10px;border-color:transparent transparent #fff}body.no-scroll{overflow:hidden;height:100%}#app{padding-top:90px}#app .Header{background-color:#fff;background-color:var(--header-background);position:fixed;top:0;z-index:99991;width:100%;height:90px;padding:.9375em 0}#app .Header .wrapper{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:justify;-ms-flex-pack:justify;justify-content:space-between;-webkit-box-align:center;-ms-flex-align:center;align-items:center}#app .Header__logo{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__logo a{display:block;width:100%;height:100%;padding:.9375em .9375em .9375em 0}#app .Header__logo a img{display:block;max-width:8.125em;height:1.875em}#app .Header__items{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:end;-ms-flex-pack:end;justify-content:flex-end;-webkit-box-align:center;-ms-flex-align:center;align-items:center}#app .Header__navigation.active{height:100vh;-webkit-transition:height .3s ease-out;transition:height .3s ease-out;display:block;overflow-y:scroll;padding-bottom:1.5em;-webkit-box-shadow:0 .25em .375em 0 rgba(0,0,0,0.06);box-shadow:0 .25em .375em 0 rgba(0,0,0,0.06);border-top:1px solid #e4e5e9}#app .Header__navigation.active>div{opacity:1;height:auto;-webkit-transition:opacity .5s ease;transition:opacity .5s ease;-webkit-transition-delay:.1s;transition-delay:.1s;display:block}#app .Header__navigation.active.mobile-active .Header__navigation__buttons__mobile{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__navigation.active.mobile-active .Header__navigation__promo{margin-left:3em;padding-bottom:1em;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active .menu-item-description{color:#65676b;color:var(--font-color-level3);display:block;font-size:.75em;line-height:1.5;font-weight:400;margin-top:-0.1875em;width:calc(100% - 2.0625em);white-space:break-spaces}#app .Header__navigation.active.mobile-active ul.nav>li{padding:0}#app .Header__navigation.active.mobile-active ul.nav>li.active>a{background-color:#edeff3}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul{-webkit-transition:height .6s ease;transition:height .6s ease;overflow:hidden}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li{padding:0}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile{display:-webkit-box;display:-ms-flexbox;display:flex;position:relative;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile.current-menu-item{background-color:#dfeafd}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile .icon{width:1.25rem;height:1.25rem;display:block;position:absolute;top:.25em;left:1em;margin-top:.9em;color:#2570ed !important;z-index:1;pointer-events:none}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile a{display:-webkit-box;display:-ms-flexbox;display:flex;width:100%;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-direction:column;flex-direction:column;padding:14px 3.125em}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile a::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-product li.current-menu-item{background-color:#feefe0}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-overview li.current-menu-item{background-color:#f3e6ff}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-use-for li.current-menu-item{background-color:#dfeafd}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-company li.current-menu-item{background-color:#fee0e4}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-learn li.current-menu-item{background-color:#daf4e7}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li>a{display:none}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li>ul{display:block}#app .Header__navigation.active.mobile-active ul.nav>li>a{padding:0 1.25em}#app .Header__navigation.active.mobile-active ul.nav>li>a::before{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li>ul{overflow:hidden;-webkit-transition:height .6s ease;transition:height .6s ease}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li a{display:none}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.active>a{background-color:#edeff3}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.active ul.active{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.label-integrations{display:none}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.label-sub>a{display:none !important}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul{background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li{padding-block:.625em;margin-bottom:0;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li .icon{left:1em;margin-top:.7em}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li>a{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-direction:column;flex-direction:column;width:100%;padding:0 3.125em}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li>a::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li ul li a{padding:0 1.25em}#app .Header__navigation__promo{max-width:11.5em;cursor:pointer;width:100%;height:80px;background-size:cover}#app .Header__navigation__promo *{width:100%}#app .Header__navigation__buttons__mobile{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:vertical;-webkit-box-direction:reverse;-ms-flex-direction:column-reverse;flex-direction:column-reverse;padding-top:.5em}#app .Header__navigation__buttons__mobile .Button{width:100%}#app .Header__navigation__buttons__mobile .Button--login{text-align:left;height:auto}#app .Header__navigation__buttons__mobile .Button--login span{padding:0 1.25em;font-size:1rem;line-height:3.75;margin:0}#app .Header__navigation__buttons__mobile .Button--full{margin:.5em 1.25em;width:calc(100% - 2.5em)}#app .Header__navigation__buttons a.Button{display:none;max-height:3em;margin-right:1.5em;padding-inline:1em}#app .Header__navigation__buttons a.Button.Button--login{margin:0}#app .Header__navigation__buttons a.Button.Button--outline{display:-webkit-box;display:-ms-flexbox;display:flex;width:6.25em}#app .Header__navigation__buttons a.Button span{white-space:nowrap}#app .Header__navigation ul.nav{position:relative;margin-bottom:0}#app .Header__navigation ul.nav li{position:static;-webkit-user-select:none;-moz-user-select:none;-ms-user-select:none;user-select:none}#app .Header__navigation ul.nav li.one-column ul{left:-1.5625em}#app .Header__navigation ul.nav li.one-column ul li{padding:0 2.8125em}#app .Header__navigation ul.nav li.one-column ul li ul{padding-bottom:0}#app .Header__navigation ul.nav li.one-column ul li ul li{padding:0}#app .Header__navigation ul.nav li a{color:#050505;color:var(--main-nav-font-color);position:relative;display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-pack:justify;-ms-flex-pack:justify;justify-content:space-between;font-size:16px;line-height:60px;font-weight:600;text-decoration:none}#app .Header__navigation ul.nav li a::before{background-color:#fa9531;background-color:var(--main-nav-underline);content:"";position:absolute;bottom:.8125em;left:50%;width:0;height:.1875em;-webkit-transition:all .3s;transition:all .3s}#app .Header__navigation ul.nav li.menu-item-has-children a::after{content:"\e821";font-family:fontello,sans-serif;font-size:.75rem;font-weight:900;display:inline-block;margin-left:.625em;width:.75em}#app .Header__navigation ul.nav li.menu-item-has-children.active>a::after{-webkit-transform:rotate(180deg);-ms-transform:rotate(180deg);transform:rotate(180deg)}#app .Header__navigation ul.nav li.menu-item-has-children ul li a::before{content:unset}#app .Header__navigation ul.nav ul{position:relative}#app .Header__navigation ul.nav ul.active{display:block}#app .Header__navigation ul.nav ul li{width:100%}#app .Header__navigation ul.nav ul a{color:#050505 !important;color:var(--main-nav-submenu-font-color) !important;font-size:14px;line-height:30px;font-weight:600;white-space:nowrap;text-align:left}#app .Header__navigation ul.nav ul a[href="#"]{margin-bottom:1.25em;font-size:.875rem;line-height:0;cursor:default;padding:.625em 0}#app .Header__navigation ul.nav ul ul{display:-webkit-box;display:-ms-flexbox;display:flex;position:static;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-flow:wrap column;flex-flow:wrap column;-webkit-box-pack:start;-ms-flex-pack:start;justify-content:flex-start;-webkit-box-align:start;-ms-flex-align:start;align-items:flex-start}#app .Header__navigation ul.nav ul ul li{position:relative;display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:start;-ms-flex-pack:start;justify-content:flex-start;-webkit-box-align:center;-ms-flex-align:center;align-items:center;width:100%;margin-bottom:1.25em;padding:0;overflow:visible}#app .Header__navigation ul.nav ul ul li.label a{position:relative;width:100%;overflow:hidden}#app .Header__navigation ul.nav ul ul li.label a::after{background-color:#fa9531;background-color:var(--primary-color);color:#fff;color:var(--font-color-light);content:"";position:absolute;top:.5em;right:0;display:inline-block !important;padding:.125em .25em;border-radius:.125em;font-size:.625em;line-height:1;text-transform:uppercase}#app .Header__navigation ul.nav ul ul li.label-new a::after{content:"new"}#app .Header__navigation ul.nav ul ul li.label-top a::after{content:"top"}#app .Header__navigation ul.nav ul ul li.label-trending a::after{content:"trending"}#app .Header__navigation ul.nav ul ul li .icon{width:1.25rem;height:1.25rem;display:block;position:absolute;pointer-events:none;z-index:1;left:.15em;top:.25em}#app .Header__navigation ul.nav ul ul li::after{content:"";position:absolute;left:-1.25em;bottom:-0.625em;height:calc(100% + 1.25em);width:0;background-color:#feefe0;-webkit-transition:all .5s ease;transition:all .5s ease}#app .Header__navigation ul.nav ul ul li:hover::after{width:100%}#app .Header__navigation ul.nav ul ul li a{padding-left:2.0625em;z-index:1}#app .Header__navigation ul.nav ul ul li:first-of-type{padding-right:0}#app .Header__navigation .icon-header-menu{left:0;width:1.5em;background-size:8.8em}#app .Header__navigation .icon-header-menu::before{width:1.5rem;height:1.5rem;display:block;position:absolute;pointer-events:none;z-index:1;content:"";font-size:1.25rem;left:0;top:.125em}#app .Header__navigation .icon-header-menu-whatsapp:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -152px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-wordpress:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -16px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-prestashop:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -234px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-magento:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) 4px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-shopify:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -81px 1px;background-size:8.8em}#app .Header__navigation .icon-header-menu-mailchimp:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -105px 0;background-size:8.8em}#app .Header__navigation .icon-header-menu-pipedrive:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -132px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-slack:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -36px 2px;background-size:8.8em}#app .Header__navigation .label-overview a[href="#"],#app .Header__navigation .label-overview .icon,#app .Header__navigation .label-overview li::before{color:#ae54fd !important}#app .Header__navigation .label-overview .sub-menu{width:100%}#app .Header__navigation .label-overview ::after{background-color:#f3e6ff !important}#app .Header__navigation .label-product a[href="#"],#app .Header__navigation .label-product .icon{color:#fa9531 !important}#app .Header__navigation .label-product ::after{background-color:#feefe0 !important}#app .Header__navigation .label-use-for a[href="#"],#app .Header__navigation .label-use-for .icon{color:#2570ed !important}#app .Header__navigation .label-use-for ::after{background-color:#dfeafd !important}#app .Header__navigation .label-integrations{padding:0 4.375em 0 1.875em !important}#app .Header__navigation .label-integrations ul li{padding:0 !important;margin:0 !important}#app .Header__navigation .label-integrations a[href="#"]{color:#ababab !important}#app .Header__navigation .label-integrations>*{position:relative;z-index:1}#app .Header__navigation .label-integrations ::after{background-color:#f5f5f7 !important;left:-0.625em !important;bottom:.125em !important;height:1.875em !important;z-index:0}#app .Header__navigation .label-integrations li:last-child a{color:#ababab !important;font-size:.75rem !important}#app .Header__navigation .label-learn a[href="#"],#app .Header__navigation .label-learn .icon{color:#07b65d !important}#app .Header__navigation .label-learn ::after{background-color:#daf4e7 !important}#app .Header__navigation .label-company a[href="#"],#app .Header__navigation .label-company .icon{color:#f72f49 !important}#app .Header__navigation .label-company ::after{background-color:#fee0e4 !important}#app .Header__navigation .label-liveagent a[href="#"],#app .Header__navigation .label-liveagent .icon{color:#48c6ce !important}#app .Header__navigation .label-liveagent ::after{background-color:#e4f7f8 !important}#app .Header__navigation .label-sub a[href="#"]{color:transparent !important}#app .Header__navigation .show-only-mobile{display:none}#app .Header__mobile__hamburger{cursor:pointer;margin-right:-0.25em}#app .Header__mobile__hamburger .line{width:1.65em;height:.125em;background-color:#050505;border-radius:8px;display:block;margin:.35em auto;-webkit-transition:all .3s ease-in-out;transition:all .3s ease-in-out}#app .Header__mobile__hamburger.active .line:nth-child(2){opacity:0}#app .Header__mobile__hamburger.active .line:nth-child(1){-webkit-transform:translateY(8px) rotate(45deg);-ms-transform:translateY(8px) rotate(45deg);transform:translateY(8px) rotate(45deg)}#app .Header__mobile__hamburger.active .line:nth-child(3){-webkit-transform:translateY(-8px) rotate(-45deg);-ms-transform:translateY(-8px) rotate(-45deg);transform:translateY(-8px) rotate(-45deg)}.admin-bar #app .Header{top:3em}.admin-bar #app .Header__navigation{top:8.625em}html[lang=de-DE] .Header__navigation .icon-header-menu,html[lang=et] .Header__navigation .icon-header-menu,html[lang=es-ES] .Header__navigation .icon-header-menu,html[lang=hr] .Header__navigation .icon-header-menu,html[lang=lv-LV] .Header__navigation .icon-header-menu,html[lang=lt-LT] .Header__navigation .icon-header-menu,html[lang=ru-RU] .Header__navigation .icon-header-menu,html[lang=sk-SK] .Header__navigation .icon-header-menu,html[lang=vi-VN] .Header__navigation .icon-header-menu{left:0;width:1.5em !important;background-size:11.375em !important}html[lang=de-DE] .Header__navigation .icon-header-menu-wordpress,html[lang=et] .Header__navigation .icon-header-menu-wordpress,html[lang=es-ES] .Header__navigation .icon-header-menu-wordpress,html[lang=hr] .Header__navigation .icon-header-menu-wordpress,html[lang=lv-LV] .Header__navigation .icon-header-menu-wordpress,html[lang=lt-LT] .Header__navigation .icon-header-menu-wordpress,html[lang=ru-RU] .Header__navigation .icon-header-menu-wordpress,html[lang=sk-SK] .Header__navigation .icon-header-menu-wordpress,html[lang=vi-VN] .Header__navigation .icon-header-menu-wordpress{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -1.1875em 0}html[lang=de-DE] .Header__navigation .icon-header-menu-magento,html[lang=et] .Header__navigation .icon-header-menu-magento,html[lang=es-ES] .Header__navigation .icon-header-menu-magento,html[lang=hr] .Header__navigation .icon-header-menu-magento,html[lang=lv-LV] .Header__navigation .icon-header-menu-magento,html[lang=lt-LT] .Header__navigation .icon-header-menu-magento,html[lang=ru-RU] .Header__navigation .icon-header-menu-magento,html[lang=sk-SK] .Header__navigation .icon-header-menu-magento,html[lang=vi-VN] .Header__navigation .icon-header-menu-magento{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) .25em 0}html[lang=bg-BG] .Header__navigation__buttons .Button,html[lang=lv-LV] .Header__navigation__buttons .Button{padding-left:1.714em;padding-right:1.714em}html[lang=vi-VN] .Header .Button--login{margin-left:1.75em !important}@media(min-width:768px){.Header__flags--mainmenu .Header__flags--region-asia{margin-top:1em}.Header__flags--region{width:calc(33.3333333333% - 1em);float:right;margin-right:0}.Header__flags--region ul{display:block}.Header__flags--region ul li{margin-right:0}.Header__flags--region-europe{float:left;width:66.6666666667%;height:100%;margin-bottom:0}.Header__flags--region-switchers{display:none}#app .LoginBlock{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-align:center;-ms-flex-align:center;align-items:center;-webkit-box-pack:center;-ms-flex-pack:center;justify-content:center;margin:0 !important;height:calc(100vh - 90px);padding:0 !important}#app .LoginBlock .wrapper::after{position:absolute;content:"";height:160%;width:100%;top:50%;left:0;-webkit-transform:translateY(-50%);-ms-transform:translateY(-50%);transform:translateY(-50%);background:url(/app/themes/liveagent/assets/images/login_bg.png?ver=3.1) center center no-repeat;background-size:contain}#app .LoginBlock .wrapper>.elementor-widget-wrap{padding:5em 7.25em !important}#app .LoginBlock .wrapper h1{font-size:2.5rem;line-height:1.33}#app .LoginBlock .wrapper .elementor-widget-text-editor{margin:0 auto}}@media(min-width:1024px){.Header__flags__mobile{display:none}.Header__flags{display:block}.Header__flags--item-toggle{padding:0 1.25em}.Header__flags--item-toggle h3{display:none}.Header__flags--mainmenu{position:absolute;overflow:visible;border-radius:1rem;padding:1.75em 0 1.75em 3em;width:auto;height:auto;min-width:32rem;top:4em;left:auto;right:6.5em;-webkit-box-shadow:0 .18em 4em 0 rgba(0,0,0,0.15);box-shadow:0 .18em 4em 0 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Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Product</a> <ul class="sub-menu"> <li id="menu-item-164172" class="label-overview menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164172"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Overview</a> <ul class="sub-menu"> <li id="menu-item-164173" class="icn-menu-tour menu-item menu-item-type-custom menu-item-object-custom menu-item-164173"><svg class="icon icon-menu-tour"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-tour"></use></svg><a href="/tour/" title="Take a tour of LiveAgent and discover all amazing tools and features in our multi-channel help desk app. Try it out today and improve your customer service." hreflang="en-US" onover-preload="1">Take a tour<div class="menu-item-description">General overview of LiveAgent</div></a> <div data-ytid="3zYfDwqNj0U" data-lightbox="youtube" class="Header__navigation__promo" style="" urlslab-lazy-bgimage="https://www.liveagent.com/app/themes/liveagent/assets/images/tour_video.png"> <div itemscope="" itemtype="https://schema.org/VideoObject" itemprop="video"><meta itemprop="name" content="LiveAgent Product Tour"><meta itemprop="description" content="See LiveAgent from both the agent and customer point of view so you can get a taste of how it is to work with our help desk software. 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Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Product</a> <ul class="sub-menu"> <li id="menu-item-164174" class="icn-menu-help-desk menu-item menu-item-type-custom menu-item-object-custom menu-item-164174"><svg class="icon icon-menu-help-desk"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-help-desk"></use></svg><a href="/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Help Desk<div class="menu-item-description">Omnichannel customer service platform</div></a></li> <li id="menu-item-164176" class="icn-menu-ticketing menu-item menu-item-type-custom menu-item-object-custom menu-item-164176"><svg class="icon icon-menu-ticketing"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-ticketing"></use></svg><a href="/ticketing-software/" title="Explore a selection of ticketing software that are most used on the market. 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Find out more about LiveAgent and its business/industry benefits." hreflang="en-US" onover-preload="1">Social Media<div class="menu-item-description">Answer your followers directly from LiveAgent</div></a></li> <li id="menu-item-164178" class="icn-phone menu-item menu-item-type-custom menu-item-object-custom menu-item-164178"><svg class="icon icon-phone"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#phone"></use></svg><a href="/call-center-software/" title="Explore a selection of the best call center software on the market. Choose the ideal call center software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Call Center<div class="menu-item-description">Built-in call center software</div></a></li> <li id="menu-item-164181" class="icn-lightbulb menu-item menu-item-type-custom menu-item-object-custom menu-item-164181"><svg class="icon icon-lightbulb"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#lightbulb"></use></svg><a href="/liveagent-knowledge-base-software/" title="LiveAgent is a help desk solution that connects multiple channels in one interface. Find out more about LiveAgent and its business/industry benefits." hreflang="en-US" onover-preload="1">Knowledge Base<div class="menu-item-description">Provide self-service options</div></a></li> </ul> </li> <li id="menu-item-164183" class="label-use-for menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164183"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Use For</a> <ul class="sub-menu"> <li id="menu-item-164184" class="icn-menu-business-solutions menu-item menu-item-type-custom menu-item-object-custom menu-item-164184"><svg class="icon icon-menu-business-solutions"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-business-solutions"></use></svg><a href="/business/" title="LiveAgent is a help desk software that adapts to the needs of different business models. Explore how LiveAgent fits your niche. Agency Edu and NGOs rely on LiveAgent." hreflang="en-US" onover-preload="1">Business Solutions<div class="menu-item-description">Different businesses, different solutions</div></a></li> <li id="menu-item-164185" class="icn-shop menu-item menu-item-type-custom menu-item-object-custom menu-item-164185"><svg class="icon icon-shop"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#shop"></use></svg><a href="/industry/" title="Discover how LiveAgent elevates customer support across industries, from healthcare to automotive. Benefit from no setup fees and 24/7 customer service. Boost advocacy, cut response times, and decrease ticket volumes with our omnichannel help desk software. Trusted by Forbes, Airbus, and Nascar. Start your free trial today and tailor LiveAgent to your niche!" hreflang="en-US" onover-preload="1">Industry Solutions<div class="menu-item-description">Adapt LiveAgent for your industry</div></a></li> <li id="menu-item-713804" class="icn-menu-use-cases menu-item menu-item-type-post_type_archive menu-item-object-ms_success-stories menu-item-713804"><svg class="icon icon-menu-use-cases"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-use-cases"></use></svg><a href="https://www.liveagent.com/use-case-scenarios/" title="L&L Europe, Huawei, Hostinger, and other companies offer various online services, from gaming to web hosting and ecommerce solutions. LiveAgent provides support for customer satisfaction and business growth." hreflang="en-US" onover-preload="1">Use Cases<div class="menu-item-description">One product, multiple use case scenarios</div></a></li> </ul> </li> <li id="menu-item-164187" class="label-integrations menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164187"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Integrations</a> <ul class="sub-menu"> <li id="menu-item-874229" class="icon-header-menu icon-header-menu-whatsapp menu-item menu-item-type-custom menu-item-object-custom menu-item-874229"><a href="/integrations/whatsapp/" title="LiveAgent offers a WhatsApp integration that allows users to easily answer WhatsApp messages from their LiveAgent dashboard." hreflang="en-US" onover-preload="1">Whatsapp<span class="badge__new">new</span></a></li> <li id="menu-item-164188" class="icon-header-menu icon-header-menu-wordpress menu-item menu-item-type-custom menu-item-object-custom menu-item-164188"><a href="/integrations/wordpress/" title="Get your customer support to the next level on your Wordpress sites. Wordpress integration for LiveAgent allows you to place a chat button on your websites." hreflang="en-US" onover-preload="1">WordPress</a></li> <li id="menu-item-164189" class="icon-header-menu icon-header-menu-prestashop menu-item menu-item-type-custom menu-item-object-custom menu-item-164189"><a href="/integrations/prestashop/" title="Discover how to enhance your Prestashop eCommerce store with LiveAgent's seamless integration. Enjoy benefits like instant communication through live chat, efficient order tracking, and a comprehensive dashboard—all aimed at boosting customer satisfaction. Start your free trial today and join over 250,000 online stores leveraging Prestashop's open-source solutions." hreflang="en-US" onover-preload="1">Prestashop</a></li> <li id="menu-item-164190" class="icon-header-menu icon-header-menu-magento menu-item menu-item-type-custom menu-item-object-custom menu-item-164190"><a href="/integrations/magento/" title="Integrate Magento 2 into LiveAgent and increase your workflow. Tickets will keep track of customer orders and you can use a single platform." hreflang="en-US" onover-preload="1">Magento</a></li> <li id="menu-item-164191" class="icon-header-menu icon-header-menu-shopify menu-item menu-item-type-custom menu-item-object-custom menu-item-164191"><a href="/integrations/shopify/" title="Discover seamless Shopify integration with LiveAgent to enhance your eCommerce store's customer support. Effortlessly set up live chat and phone support to boost customer engagement and satisfaction. Enjoy easy navigation, save time and money, and transform leads into loyal customers. Explore both native and Zapier integration options. Start your free trial today!" hreflang="en-US" onover-preload="1">Shopify</a></li> <li id="menu-item-164192" class="icon-header-menu icon-header-menu-mailchimp menu-item menu-item-type-custom menu-item-object-custom menu-item-164192"><a href="/integrations/mailchimp/" title="A ticketing software can do much more with Mailchimp integration for LiveAgent. Mailchimp integration allows you to manage contacts from your help desk." hreflang="en-US" onover-preload="1">Mailchimp</a></li> <li id="menu-item-164193" class="icon-header-menu icon-header-menu-pipedrive menu-item menu-item-type-custom menu-item-object-custom menu-item-164193"><a href="/integrations/pipedrive/" title="Discover how to enhance your sales process with the PipeDrive integration for LiveAgent. Effortlessly manage leads, track communications, and automate workflows to boost your sales team's performance. Seamlessly register and view deals within your LiveAgent dashboard and streamline your workflow with ease. Explore native and Zapier integration options to suit your needs and start optimizing your sales strategy today!" hreflang="en-US" onover-preload="1">Pipedrive</a></li> <li id="menu-item-164194" class="icon-header-menu icon-header-menu-slack menu-item menu-item-type-custom menu-item-object-custom menu-item-164194"><a href="/integrations/slack/" title="Integrate Slack with LiveAgent to enhance team collaboration and streamline customer service. Receive automatic notifications for ticket updates directly in Slack, ensuring you never miss an important message. Set up custom alerts and leverage seamless integration via native options or Zapier. Discover the power of combining Slack's real-time messaging with LiveAgent's customer support capabilities. Visit for a free trial and elevate your team's efficiency today!" hreflang="en-US" onover-preload="1">Slack</a></li> <li id="menu-item-164195" class="button-more-integrations menu-item menu-item-type-custom menu-item-object-custom menu-item-164195"><a href="/integrations/" title="Discover how LiveAgent's extensive integrations, plugins, and apps can enhance your help desk software and boost customer satisfaction. Explore popular integrations with VoIP partners like Hero, Orion, and Redspot, plus CRM, eCommerce, and more. Visit us to streamline your communication and elevate your business with easy integration guides." hreflang="en-US" onover-preload="1">More Integrations</a></li> </ul> </li> <li id="menu-item-933123" class="show-only-mobile icn-menu-checklists menu-item menu-item-type-custom menu-item-object-custom menu-item-933123"><svg class="icon icon-menu-checklists"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-checklists"></use></svg><a href="/integrations/" title="Discover how LiveAgent's extensive integrations, plugins, and apps can enhance your help desk software and boost customer satisfaction. Explore popular integrations with VoIP partners like Hero, Orion, and Redspot, plus CRM, eCommerce, and more. Visit us to streamline your communication and elevate your business with easy integration guides." hreflang="en-US" onover-preload="1">Integrations</a></li> </ul> </li> <li id="menu-item-164196" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164196"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Resources</a> <ul class="sub-menu"> <li id="menu-item-164197" class="label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164197"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Learn</a> <ul class="sub-menu"> <li id="menu-item-164198" class="icn-graduation menu-item menu-item-type-custom menu-item-object-custom menu-item-164198"><svg class="icon icon-graduation"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#graduation"></use></svg><a href="/academy/" title="Explore LiveAgent Academy, your ultimate resource for mastering customer service. Discover tips, motivational quotes, best practices, and essential skills to enhance customer experiences, loyalty, and satisfaction. Unlock your team's potential with expert insights today!" hreflang="en-US" onover-preload="1">Academy<div class="menu-item-description">Become a customer service expert</div></a></li> <li id="menu-item-164199" class="icn-menu-templates menu-item menu-item-type-custom menu-item-object-custom menu-item-164199"><svg class="icon icon-menu-templates"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-templates"></use></svg><a href="/templates/" title="Seeking professional email templates? Look no further. LiveAgent provides free email templates for marketing, sales, live chat, and help desk purposes." hreflang="en-US" onover-preload="1">Templates<div class="menu-item-description">Customizable templates for every occasion</div></a></li> <li id="menu-item-621841" class="icn-menu-checklists menu-item menu-item-type-custom menu-item-object-custom menu-item-621841"><svg class="icon icon-menu-checklists"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-checklists"></use></svg><a href="/checklists/" title="Explore LiveAgent's detailed checklists to streamline workflows and boost efficiency across call centers, customer service, HR, and marketing." hreflang="en-US" onover-preload="1">Checklists<div class="menu-item-description">How to handle your process</div></a></li> </ul> </li> <li id="menu-item-164201" class="label-sub label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164201"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">sub</a> <ul class="sub-menu"> <li id="menu-item-164202" class="icn-pencil menu-item menu-item-type-custom menu-item-object-custom menu-item-164202"><svg class="icon icon-pencil"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#pencil"></use></svg><a href="/blog/" title="Learn with LiveAgent. We share articles about customer service, live chat software, call center setup, self-service support, and more!" hreflang="en-US" onover-preload="1">Blog<div class="menu-item-description">News about customer service & LiveAgent</div></a></li> <li id="menu-item-164203" class="icn-menu-glossary menu-item menu-item-type-custom menu-item-object-custom menu-item-164203"><svg class="icon icon-menu-glossary"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-glossary"></use></svg><a href="/customer-support-glossary/" title="Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day." hreflang="en-US" onover-preload="1">Glossary<div class="menu-item-description">Learn customer service terminology</div></a></li> <li id="menu-item-164204" class="icn-menu-directory menu-item menu-item-type-custom menu-item-object-custom menu-item-164204"><svg class="icon icon-menu-directory"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-directory"></use></svg><a href="/directory/" title="Can't find the support contact information? Check out LiveAgent directories and get in touch with the support you're seeking." hreflang="en-US" onover-preload="1">Directory<div class="menu-item-description">Comprehensive help desk contact list</div></a></li> </ul> </li> <li id="menu-item-164206" class="label-sub label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164206"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">sub</a> <ul class="sub-menu"> <li id="menu-item-164205" class="icn-menu-typing-test menu-item menu-item-type-custom menu-item-object-custom menu-item-164205"><svg class="icon icon-menu-typing-test"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-typing-test"></use></svg><a href="/typing-test/">Typing Test<div class="menu-item-description">Improve your typing speed</div></a></li> <li id="menu-item-764128" class="icn-menu-reviews menu-item menu-item-type-custom menu-item-object-custom menu-item-764128"><svg class="icon icon-menu-reviews"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-reviews"></use></svg><a href="/reviews/" title="Find the best software for customer service with comprehensive reviews and feature tests. LiveAgent offers a variety of communication channels for your business. Accept our cookies and schedule a demo to learn more." hreflang="en-US" onover-preload="1">Reviews<div class="menu-item-description">Take a look at software feature reviews</div></a></li> <li id="menu-item-164242" class="icn-menu-support-portal menu-item menu-item-type-custom menu-item-object-custom menu-item-164242"><svg class="icon icon-menu-support-portal"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-support-portal"></use></svg><a target="_blank" rel="noopener" href="https://support.liveagent.com/" title="LiveAgent support portal" hreflang="en-US">Support Portal<div class="menu-item-description">How-to articles and guides</div></a></li> </ul> </li> <li id="menu-item-164207" class="label-company menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164207"><a href="#" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Company</a> <ul class="sub-menu"> <li id="menu-item-164208" class="icn-heart menu-item menu-item-type-custom menu-item-object-custom menu-item-164208"><svg class="icon icon-heart"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#heart"></use></svg><a href="/about/about-liveagent/" title="Every successful company started somewhere. Check out our history and learn more about our company’s mission, vision, and values." hreflang="en-US" onover-preload="1">About Us<div class="menu-item-description">Discover the team behind the product</div></a></li> <li id="menu-item-164209" class="icn-trophy menu-item menu-item-type-custom menu-item-object-custom menu-item-164209"><svg class="icon icon-trophy"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#trophy"></use></svg><a href="/awards/" title="Discover LiveAgent's award-winning customer service software, recognized as a leader in knowledge management and live chat solutions for 2024. Join satisfied clients and enhance your support with our free trial or schedule a demo today!" hreflang="en-US" onover-preload="1">Awards<div class="menu-item-description">Our awards & accomplishments</div></a></li> </ul> </li> </ul> </li> <li id="menu-item-164243" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-164243"><a href="/features/" title="Are you looking for a feature-rich help desk solution? LiveAgent is a help desk software with more than 180 features available." hreflang="en-US" onover-preload="1">Features</a></li> <li id="menu-item-164244" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-164244"><a href="/pricing/" title="LiveAgent plans start at $15/agent/mo and include email ticketing, live chat feature, knowledge base, and more. The full package is available at $69/agent/mo." hreflang="en-US" onover-preload="1">Pricing</a></li> </ul></div> <div class="Header__flags__mobile"> </div> <div class="Header__navigation__buttons__mobile"> <a href="/trial/" class="Button Button--full" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Free Trial</span> </a> <a href="/login/" class="Button Button--login" title="Log in to your LiveAgent account to access top-notch customer service solutions, including help desk, live chat, and call center software. Don't have an account? Start your free trial today—no credit card required. Enhance your customer service skills with our extensive guides and tips at LiveAgent Academy." hreflang="en-US" onover-preload="1"> <span>Login</span> <span class="tooltip">Login</span> </a> </div> </div> <div class="Header__navigation__buttons"> <a href="/demo/" class="Button Button--outline" title="Schedule a personalized LiveAgent demo to discover how our help desk software can enhance your customer satisfaction and sales. Get a tour of our features, ask questions, and invite your team to join. No trial account needed to start!" hreflang="en-US" onover-preload="1"> <span>Demo</span> </a> <a href="/trial/" class="Button Button--full" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Free Trial</span> </a> <a href="/login/" class="Button Button--login" title="Log in to your LiveAgent account to access top-notch customer service solutions, including help desk, live chat, and call center software. Don't have an account? Start your free trial today—no credit card required. Enhance your customer service skills with our extensive guides and tips at LiveAgent Academy." hreflang="en-US" onover-preload="1"> <span>Login</span> <span class="tooltip">Login</span> </a> </div>  <div class="Header__flags"> <div class="text-2 widget_text"><div class="Header__flags__title h4">Change language</div> <div class="textwidget"> <div class="Header__flags--main"> <ul> <li class="Header__flags--item Header__flags--item-active Header__flags--item-en" lang="en"><span id="languageSwitcher-toggle" class="Header__flags--item-toggle"><img decoding="async" class="Header__flags--item-flag" aria-label="en" alt="us" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/us.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="1"></span> <div class="Header__flags--mainmenu"> <input class="input--region hidden" name="regions" type="radio" id="europe"> <label class="Header__flags--region-switcher" for="europe">Europe</label> <input class="input--region hidden" name="regions" type="radio" id="asia"> <label class="Header__flags--region-switcher" for="asia">Asia</label> <input class="input--region hidden" name="regions" type="radio" id="mideast"> <label class="Header__flags--region-switcher" for="mideast">Middle East</label> <input class="input--region hidden" name="regions" type="radio" id="america"> <label class="Header__flags--region-switcher" for="america">America</label> <div class="Header__flags--regions"> <div class="Header__flags--region Header__flags--region-europe"> <div class="Header__flags--region-title h4">Europe</div> <ul> <li class="Header__flags--item Header__flags--item-bg" data-region="europe" lang="bg"> <a class="Header__flags--item-link" href="https://www.liveagent.bg/klientsko-obslujvane-termini/help-desk/" title="Научете как хелп дескът подобрява клиентското обслужване чрез автоматизация и 24/7 поддръжка. Открийте как бизнесите използват хелп деск за ефективно управление на клиентски запитвания през различни канали. Посетете, за да разберете повече!" hreflang="bg-BG" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="bg" alt="bg" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/bg.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="2"> Български </a> </li> <li class="Header__flags--item Header__flags--item-cs" data-region="europe" lang="cs"> <a class="Header__flags--item-link" href="https://www.live-agent.cz/" title="Skvělé služby zákazníkům začínají lepším helpdesk softwarem. Seznamte se s výhodami LiveAgent a začněte s ním pracovat během 5 minut." hreflang="cs-CZ" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="cs" alt="cs" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/cz.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="3"> Čeština </a> </li> <li class="Header__flags--item Header__flags--item-da" data-region="europe" lang="da"> <a class="Header__flags--item-link" href="https://www.liveagent.dk/kundesupport-ordliste/helpdesk/" title="Virksomheder bruger helpdesk til at yde support til deres kunder gennem forskellige kanaler, herunder callcentre, hjemmesider, live chat, sociale medier eller e-mail." hreflang="da-DK" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="da" alt="da" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/dk.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="4"> Dansk </a> </li> <li class="Header__flags--item Header__flags--item-de" data-region="europe" lang="de"> <a class="Header__flags--item-link" href="https://www.liveagent.de/glossar/helpdesk/" title="Erfahren Sie alles über Helpdesks, die essentielle Teile der IT-Infrastruktur sind. Sie bieten schnellen Support und Self-Service-Optionen, um das Ticket-Aufkommen zu reduzieren und die Kundenzufriedenheit zu steigern. Entdecken Sie die Vorteile, Anwendungsfälle und wie man den richtigen Helpdesk auswählt. Kostenlos testen!" hreflang="de-DE" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="de" alt="de" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/de.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="5"> Deutsch </a> </li> <li class="Header__flags--item Header__flags--item-et" data-region="europe" lang="et"> <a class="Header__flags--item-link" href="https://www.liveagent.ee/klienditoe-sonastik/kasutajatoe-tarkvara-2/" title="Avasta, kuidas kasutajatoe tarkvara võib parandada kliendirahulolu ja agentide tootlikkust. Õpi valima õiget süsteemi, et tõsta teeninduse kvaliteeti ja vähendada kulusid. Liitu LiveAgentiga, et saada põhjalik ülevaade ja tuge oma IT-infrastruktuurile." hreflang="et" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="et" alt="et" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/et.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="6"> Eesti </a> </li> <li class="Header__flags--item Header__flags--item-es" data-region="europe" lang="es"> <a class="Header__flags--item-link" href="https://www.liveagent.es/glosario/help-desk/" title="¿Qué es un help desk? Explore la definición, los beneficios, las diferencias y las funciones para un soporte al cliente eficiente." hreflang="es-ES" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="es" alt="es" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/es.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="7"> Español </a> </li> <li class="Header__flags--item Header__flags--item-fr" data-region="europe" lang="fr"> <a class="Header__flags--item-link" href="https://www.liveagent.fr/glossaire-de-l-assistance-client/service-dassistance/" title="Les entreprises utilisent le service d'assistance pour fournir une aide à leurs clients par différents canaux, notamment les centres d'appel, les sites web, le chat en direct, les médias sociaux ou l'e-mail." hreflang="fr-FR" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="fr" alt="fr" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/fr.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="8"> Français </a> </li> <li class="Header__flags--item Header__flags--item-el" data-region="europe" lang="el"> <a class="Header__flags--item-link" href="https://www.liveagent.gr/glosarri-eksipiretisis-pelaton/helpdesk/" title="Ανακαλύψτε πώς το helpdesk μπορεί να αναβαθμίσει την εξυπηρέτηση πελατών σας με προηγμένες δυνατότητες όπως ζωντανή συνομιλία και CRM. Βελτιώστε την υποστήριξη και λύστε προβλήματα αποτελεσματικά για αυξημένη ικανοποίηση πελατών και επιχειρηματική επιτυχία. Μάθετε περισσότερα τώρα!" hreflang="el" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="el" alt="el" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/el.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="9"> Ελληνικα </a> </li> <li class="Header__flags--item Header__flags--item-hr" data-region="europe" lang="hr"> <a class="Header__flags--item-link" href="https://www.liveagent.hr/rjecnik-korisnicke-podrske/helpdesk/" title="Tvrtke koriste helpdesk kako bi pružile podršku svojim kupcima putem različitih kanala koji uključuju pozivne centre, web stranice, chat uživo, društvene mreže ili e-poštu." hreflang="hr" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="hr" alt="hr" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/hr.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="10"> Hrvatski </a> </li> <li class="Header__flags--item Header__flags--item-it" data-region="europe" lang="it"> <a class="Header__flags--item-link" href="https://www.live-agent.it/glossario/helpdesk/" title="Scopri come un helpdesk può trasformare il tuo servizio clienti, migliorando la soddisfazione, la produttività degli agenti e riducendo lo stress. Scegli il giusto software di helpdesk per la tua azienda con la nostra guida dettagliata, prova gratuita e demo disponibili. Visita per esplorare i vantaggi e le funzionalità essenziali per il supporto clienti." hreflang="it-IT" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="it" alt="it" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/it.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="11"> Italiano </a> </li> <li class="Header__flags--item Header__flags--item-lv" data-region="europe" lang="lv"> <a class="Header__flags--item-link" href="https://www.liveagent.lv/klientu-atbalsta-glosarijs/palidzibas-dienests/" title="Palīdzības dienests ir neatņemama uzņēmuma daļa, kas nodrošina klientu apkalpošanu un atbalstu, uzlabojot apmierinātību un samazinot izmaksas. Uzziniet, kā efektīvi izmantot palīdzības dienestu, lai palielinātu produktivitāti un uzlabotu klientu attiecības. Izmēģiniet LiveAgent bezmaksas!" hreflang="lv-LV" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="lv" alt="lv" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/lv.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="12"> Latviešu </a> </li> <li class="Header__flags--item Header__flags--item-lt" data-region="europe" lang="lt"> <a class="Header__flags--item-link" href="https://www.liveagent.lt/" title="Puikus klientų aptarnavimas prasideda nuo pažangesnės aptarnavimo komandos programinės įrangos. Susipažinkite su LiveAgent privalumais ir pradėkite ja naudotis vos po keleto minučių." hreflang="lt-LT" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="lt" alt="lt" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/lt.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="13"> Lietuviškai </a> </li> <li class="Header__flags--item Header__flags--item-hu" data-region="europe" lang="hu"> <a class="Header__flags--item-link" href="https://www.liveagent.hu/szojegyzek/ugyfelszolgalat/" title="Fedezze fel, hogyan növelheti vállalkozása ügyfélszolgálati hatékonyságát! Az ügyfélszolgálati szoftverek segítenek a problémamegoldásban, növelik az értékesítéseket és a bevételt, valamint javítják a vevői elégedettséget. Tudjon meg többet az előnyökről és felhasználási esetekről!" hreflang="hu-HU" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="hu" alt="hu" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/hu.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="14"> Magyar </a> </li> <li class="Header__flags--item Header__flags--item-nl" data-region="europe" lang="nl"> <a class="Header__flags--item-link" href="https://www.live-agent.nl/klantenondersteuning-woordenlijst/helpdesk/" title="Bedrijven gebruiken de helpdesk om hun klanten ondersteuning te bieden via verschillende kanalen, waaronder callcentra, websites, live chat, sociale media of email." hreflang="nl-NL" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="nl" alt="nl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/nl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="15"> Nederlands </a> </li> <li class="Header__flags--item Header__flags--item-no" data-region="europe" lang="no"> <a class="Header__flags--item-link" href="https://www.liveagent.no/" title="God kundeservice starter med bedre Help Desk-programvare. Se fordelene med LiveAgent og kom i gang med det på 5 minutter." hreflang="no" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="no" alt="no" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/no.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="16"> Norsk bokmål </a> </li> <li class="Header__flags--item Header__flags--item-pl" data-region="europe" lang="pl"> <a class="Header__flags--item-link" href="https://www.live-agent.pl/slowniczek/helpdesk/" title="Firmy korzystają z pomocy technicznej, aby zapewnić wsparcie swoim klientom za pośrednictwem różnych kanałów, w tym call center, stron internetowych, czatu na żywo, mediów społecznościowych lub poczty e-mail." hreflang="pl-PL" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="pl" alt="pl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/pl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="17"> Polski </a> </li> <li class="Header__flags--item Header__flags--item-ro" data-region="europe" lang="ro"> <a class="Header__flags--item-link" href="https://www.liveagent.ro/glosar-serviciul-clienti/helpdesk/" title="Descoperiți cum un helpdesk eficient poate transforma experiența clienților dvs. prin gestionarea tichetelor și îmbunătățirea satisfacției. Află cum să alegi soluția potrivită și economisește bani în timp ce crești productivitatea agenților. Încercați acum!" hreflang="ro-RO" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ro" alt="ro" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ro.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="18"> Română </a> </li> <li class="Header__flags--item Header__flags--item-ru" data-region="europe" lang="ru"> <a class="Header__flags--item-link" href="https://ru.liveagent.com/glossarij/podderzhka-klientov-2/" title="Узнайте, как система поддержки клиентов (Help Desk) улучшает обслуживание через автоматизацию и многоканальные коммуникации. Повышайте удовлетворённость клиентов и производительность сотрудников, экономьте деньги и снизьте стресс." hreflang="ru-RU" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ru" alt="ru" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ru.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="19"> Русский </a> </li> <li class="Header__flags--item Header__flags--item-sk" data-region="europe" lang="sk"> <a class="Header__flags--item-link" href="https://www.liveagent.sk/" title="Skvelý zákaznícky servis začína lepším help desk softvérom. Pozrite si výhody LiveAgenta a začnite s ním za 5 minút." hreflang="sk-SK" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="sk" alt="sk" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/sk.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="20"> Slovenčina </a> </li> <li class="Header__flags--item Header__flags--item-sl" data-region="europe" lang="sl"> <a class="Header__flags--item-link" href="https://www.liveagent.si/glosar-za-podporo-strankam/pomoc-uporabnikom/" title="Podjetja uporabljajo podporo za pomoč svojim strankam prek različnih kanalov, vključno s klicnimi centri, spletnimi stranmi, klepetom v živo, družabnimi mediji ali e-pošto." hreflang="sl-SI" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="sl" alt="sl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/si.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="21"> Slovenščina </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-asia"> <div class="Header__flags--region-title h4">Asia</div> <ul> <li class="Header__flags--item Header__flags--item-zh-hans" data-region="asia" lang="zh-hans"> <a class="Header__flags--item-link" href="https://www.live-agent.cn/kehu-zhichi-biaodan/bangzhutai/" title="企业使用帮助台通过多种渠道向顾客提供支持，包括呼叫中心、网站、实时会话、社交媒体或电子邮件。" hreflang="zh-hans" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="zh-hans" alt="zh-hans" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/cn.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="22"> 简体中文 </a> </li> <li class="Header__flags--item Header__flags--item-tl" data-region="asia" lang="tl"> <a class="Header__flags--item-link" href="https://www.liveagent.ph/glossary-customer-support/helpdesk/" title="Gumagamit ng helpdesk ang mga business para magbigay ng suporta sa kanilang customers sa pamamagitan ng iba-ibang channels kasama na ang call centers, websites, live chat, social media, o email." hreflang="tl" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="tl" alt="tl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/tl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="23"> Tagalog </a> </li> <li class="Header__flags--item Header__flags--item-vi" data-region="asia" lang="vi"> <a class="Header__flags--item-link" href="https://www.liveagent.vn/thuat-ngu-ho-tro-khach-hang/helpdesk/" title="Những doanh nghiệp sử dụng helpdesk để cung cấp hỗ trợ cho khách hàng của họ trên đa kênh bao gồm Trung tâm cuộc gọi, trang web, live chat, mạng xã hội hay email." hreflang="vi-VN" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="vi" alt="vi" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/vn.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="24"> Tiếng Việt </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-mideast"> <div class="Header__flags--region-title h4">Middle East</div> <ul> <li class="Header__flags--item Header__flags--item-ar" data-region="mideast" lang="ar"> <a class="Header__flags--item-link" href="https://www.liveagent.ae/masrad-daam-alameel/helpdesk/" title="تستخدم الشركات helpdesk لتقديم الدعم لعملائها من خلال قنوات مختلفة بما في ذلك مراكز الاتصال أو مواقع الويب أو الدردشة الحية أو وسائل التواصل الاجتماعي أو البريد الإلكتروني." hreflang="ar" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ar" alt="ar" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ar.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="25"> العربية </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-america"> <div class="Header__flags--region-title h4">America</div> <ul> <li class="Header__flags--item Header__flags--item-en" data-region="america" lang="en"> <span class="Header__flags--item-link active"> <img decoding="async" class="Header__flags--item-flag" aria-label="en" alt="en" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/us.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="26"> English </span> </li> <li class="Header__flags--item Header__flags--item-pt-br" data-region="america" lang="pt-br"> <a class="Header__flags--item-link" href="https://www.liveagent.com.br/glossario/help-desk/" title="Descubra o que é um help desk, seus benefícios e funções essenciais para um suporte ao cliente eficiente. Explore como um help desk pode simplificar a comunicação, aumentar a produtividade e otimizar recursos para empresas de todos os tamanhos." hreflang="pt-br" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="pt-br" alt="pt-br" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/br.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="27"> Português </a> </li> </ul> </div> </div> </div> </li> </ul> </div> </div> </div> </div>  </div> </div> </header> <div class="AppContainer" data-copied="Copied!"> <div class="Post Post--sidebar-right" itemscope itemtype="http://schema.org/TechArticle"> <span itemprop="author" itemscope itemtype="http://schema.org/Organization"> <meta itemprop="url" content="https://www.liveagent.com/customer-support-glossary/helpdesk/"> <meta itemprop="name" content="LiveAgent"> </span> <style id="compactheader-css" 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#fa9531}.SortingMenu__desc{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-align:center;-ms-flex-align:center;align-items:center}.SortingMenu__desc::before{width:1em;height:1em;content:"";display:block;margin-right:.5em;background:url(/app/themes/liveagent/assets/images/icon-sorting.svg) center center no-repeat;background-size:contain;-webkit-filter:grayscale(100%) brightness(0);filter:grayscale(100%) brightness(0)}}@media(hover:hover){.SortingMenu__title.active:hover::before{-webkit-filter:grayscale(100%) brightness(0);filter:grayscale(100%) brightness(0)}}</style> <div class="compact-header__placeholder"> <div class="compact-header compact-header--lvl-2 urlslab-skip-lazy"> <div class="compact-header__wrapper wrapper"> <div class="compact-header__left">  <div class="breadcrumbs"><div class="breadcrumbs-inner"><ol itemscope itemtype="https://schema.org/BreadcrumbList"><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemscope itemtype="https://schema.org/WebPage" itemprop="item" itemid="https://www.liveagent.com/customer-support-glossary/" href="https://www.liveagent.com/customer-support-glossary/" title="Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day." hreflang="en-US" onover-preload="1"><span itemprop="name">Glossary</span></a><meta itemprop="position" content="1"></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><span itemprop="name">Help desk</span><meta itemprop="position" content="2"></li></ol></div></div>   <h1 itemprop="headline" class="compact-header__title" id="h-help-desk">Help desk</h1>   <div class="compact-header__text"><p class="flowhunt-skip"></p><p>Explore the definition, benefits, and functions of help desks, which enhance customer satisfaction, streamline communication, and boost productivity. Learn about types, challenges, solutions, and considerations for acquiring a help desk.</p></div>   <div class="compact-header__buttons"> <div class="compact-header__buttons-items"> <div class="compact-header__buttons-item"> <a class="Button Button--full Button--without-icon" href="/trial/" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Free trial</span> </a> </div> </div> </div>  </div> <div class="compact-header__right">  <link rel="stylesheet" id="components/Table" type="text/css" media="all" href="https://www.liveagent.com/app/themes/liveagent/assets/dist/components/Table.min.css?ver=1.25.54"> <div class="compact-header__toc js-toc"><div class="FilterMenu"><div class="FilterMenu__title js-toc__title"></div><div class="FilterMenu__items js-toc__items"><div class="FilterMenu__items--inn"><a href="#h-table-of-contents" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Table of contents</span></a><a href="#h-what-is-a-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">What is a help desk?</span></a><a href="#h-help-desk-vs-help-desk-software" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Help desk vs. help desk software</span></a><a href="#h-help-desk-vs-service-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Help desk vs. service desk</span></a><a href="#h-why-is-a-help-desk-important" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Why is a help desk important?</span></a><a href="#h-efficiently-resolves-issues" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Efficiently resolves issues</span></a><a href="#h-improves-customer-satisfaction" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Improves customer satisfaction</span></a><a href="#h-streamlines-communication" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Streamlines communication</span></a><a href="#h-increases-sales-and-revenue" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Increases sales and revenue</span></a><a href="#h-minimizes-downtime" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Minimizes downtime</span></a><a href="#h-boosts-productivity" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Boosts productivity</span></a><a href="#h-optimizes-resources" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Optimizes resources</span></a><a href="#h-reduces-stress-and-burnout" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Reduces stress and burnout</span></a><a href="#h-who-can-benefit-from-using-a-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Who can benefit from using a help desk?</span></a><a href="#h-6-main-functions-of-a-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">6 main functions of a help desk</span></a><a href="#h-troubleshooting-and-technical-support" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Troubleshooting and technical support</span></a><a href="#h-issue-management" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Issue management</span></a><a href="#h-self-service-options" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Self-service options</span></a><a href="#h-knowledge-base-creation" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Knowledge base creation</span></a><a href="#h-communication-and-customer-interaction" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Communication and customer interaction</span></a><a href="#h-training-for-effective-product-use" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Training for effective product use</span></a><a href="#h-types-of-help-desks" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Types of help desks</span></a><a href="#h-technical-support-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Technical support help desk</span></a><a href="#h-customer-support-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Customer support help desk</span></a><a href="#h-5-characteristics-of-a-good-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">5 characteristics of a good help desk</span></a><a href="#h-communication-excellence" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Communication excellence</span></a><a href="#h-users-at-the-center" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Users at the center</span></a><a href="#h-technical-mastery" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Technical mastery</span></a><a href="#h-problem-solving-and-analytical-skills" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Problem-solving and analytical skills</span></a><a href="#h-always-in-improvement" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Always in improvement</span></a><a href="#h-common-help-desk-challenges-and-solutions" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Common help desk challenges and solutions</span></a><a href="#h-what-you-should-know-before-acquiring-a-help-desk" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">What you should know before acquiring a help desk</span></a><a href="#h-conclusion" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Conclusion</span></a></div></div></div></div>   <div class="compact-header__image"> <meta itemprop="image" content="https://www.liveagent.com/app/themes/liveagent/assets/images/compact_header_glossary.png?ver=1.25.54"> <picture><img fetchpriority="high" src="https://www.liveagent.com/app/themes/liveagent/assets/images/compact_header_glossary.png?ver=1.25.54" alt="Help desk" class="compact-header__img" urlslab-id="28"></picture> <div class="compact-header__logo"> <meta itemprop="image" content="https://www.liveagent.com/app/uploads/2019/09/Chat-software.svg"> <img fetchpriority="high" src="https://www.liveagent.com/wp/urlslab-download/cd5e2e1eebaaea67ee21f47bcc15dfe0/Chat-software.svg" alt="Glossary" class="compact-header__logo-img" urlslab-id="29"> </div> </div>  </div>   </div> </div> </div> <div class="wrapper Post__container"> <div class="Post__sidebar"> <div class="Signup__sidebar-wrapper"> <div class="Signup__sidebar urlslab-skip-keywords js-sidebar-sticky"> <div class="Signup__sidebar__title">Try it for free</div> <div class="Signup__sidebar__subtitle">No strings attached</div> <form data-form-type="signup-trial-form" data-id="signup" data-plan-type="FreeTrial" data-free-form> <input data-id="grecaptcha" name="grecaptcha" type="hidden" value="" autocomplete="off"> <input data-id="ga_client_id" name="ga_client_id" type="hidden" value="" autocomplete="off"> <div data-id="nameFieldmain" class="Signup__sidebar__item"> <div class="InputWrapper"> <input type="text" data-type="text" name="fullname" placeholder="Full name" value="" required="required" autocomplete="off" maxlength="100"> </div> <div class="ErrorMessage"></div> </div> <div data-id="mailFieldmain" class="Signup__sidebar__item"> <div class="InputWrapper"> <input type="email" name="email" placeholder="E-mail" value="" required="required" autocomplete="off" maxlength="255"> </div> <div class="ErrorMessage"></div> </div> <div data-id="domainFieldmain" class="Signup__sidebar__item Signup__sidebar__item domain"> <div class="InputWrapper"> <input type="text" data-type="text" name="subdomain" placeholder="Company name" required="required" autocomplete="off" maxlength="25"> <div class="Signup__sidebar__item__domain">.ladesk.com</div> </div> <div class="Signup__sidebar__item__info Tooltip"> <div class="Signup__sidebar__item__info__icon ComparePlans__info-icon fontello-info"></div> <div class="Tooltip__text Tooltip__text--right">Choose a name for your LiveAgent subdomain. 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9.26828V8.00935Z" fill="#050505"></path> </g> <defs> <clippath id="clip0_2264_6990"> <rect width="60" height="12.8571" fill="white"></rect> </clippath> </defs> </svg> <span>5/5</span> </a> <div class="Signup__sidebar__reviews--rating stars"> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> </div> </div> </div> </div> </form> </div> </div> </div> <div class="Post__content"> <div class="Content" itemprop="articleBody"> <link rel="stylesheet" id="components/Table" type="text/css" media="all" href="https://www.liveagent.com/app/themes/liveagent/assets/dist/components/Table.min.css?ver=1.25.54"> <p>Have you ever experienced trying to seek help but being put on hold for what feels like an eternity? Then, when you finally get through, you are bounced around from one customer service representative to another and you have to explain your problem over and over again. This can become quite frustrating, am I right?</p> <p>Or maybe you are a customer <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">support agent</a> trying to ensure a positive experience for every customer, which can be quite difficult when you are constantly bombarded with inquiries from various channels. According to the CMO Council research, 86% of customers prefer email support, 65% prefer phone support, 53% prefer website support such as live chat, and 48% in-person support. So, wouldn’t it be great to have a tool that can simplify your workflow and effortlessly handle customer service issues?</p> <p>This is where <a href="/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">help desk support software</a> comes in to save the day! But simply having the help desk is not enough. In order to be successful, you need to understand what the help desk is and what to do with it. In this article, we will explore its definition and uncover the benefits and functions that make it an indispensable tool for businesses of all sizes.</p> <figure class="wp-block-video aligncenter"><video autoplay loop muted data-urlslabstyle="" style="opacity: 0;" data-src="https://www.liveagent.com/wp/urlslab-download/d7f634b75dc7a74c0c7dcfaa829a816f/LiveAgent_HelpDesk.mp4" urlslab-lazy="yes" urlslab-id="47"></video></figure> <div class="wp-block-yoast-seo-table-of-contents yoast-table-of-contents"><h2 id="h-table-of-contents">Table of contents</h2><ul><li><a href="#h-what-is-a-help-desk" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">What is a help desk?</a></li><li><a href="#h-why-is-a-help-desk-important" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Why is a help desk important?</a></li><li><a href="#h-who-can-benefit-from-using-a-help-desk" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Who can benefit from using a help desk?</a></li><li><a href="#h-6-main-functions-of-a-help-desk" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">6 main functions of a help desk</a></li><li><a href="#h-types-of-help-desks" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Types of help desks</a></li><li><a href="#h-5-characteristics-of-a-good-help-desk" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">5 characteristics of a good help desk</a></li><li><a href="#h-common-help-desk-challenges-and-solutions" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Common help desk challenges and solutions</a></li><li><a href="#h-what-you-should-know-before-acquiring-a-help-desk" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">What you should know before acquiring a help desk</a></li><li><a href="#h-conclusion" data-level="2" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">Conclusion</a></li></ul></div> <h2 class="wp-block-heading" id="h-what-is-a-help-desk">What is a help desk?</h2> <p>A <strong>help desk</strong> is a support system where all customer inquiries and questions are received and addressed. Think of it as the frontline of <a href="https://www.liveagent.com/customer-support-glossary/customer-support/" title="Learn what customer support is and why it matters. Come and explore best practices and innovative strategies to elevate your support game." hreflang="en-US" onover-preload="1">customer support</a> that connects those seeking assistance with those who can provide the necessary guidance.</p> <h3 class="wp-block-heading" id="h-help-desk-vs-help-desk-software">Help desk vs. help desk software</h3> <p>Then, there is <strong>help desk software</strong>. This powerful tool helps manage and organize all the internal or external interactions within the <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">help desk</a>. <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Help desk software</a> can significantly enhance your <a href="https://www.liveagent.com/academy/customer-service-processes/" title="Discover why you need customer service processes to provide great customer experiences. Use these 5 easy steps to set processes and learn from real-life examples." hreflang="en-US" onover-preload="1">customer service processes</a> by centralizing and streamlining operations. How? Simply by providing a one location where employees can track tickets, assign tasks, collaborate with other teammates, and motor the overall performance.</p> <p>To learn more, head over to our article that delves deeper into the various features and benefits of help desk software and how it can improve your business operations and overall efficiency.</p> <h3 class="wp-block-heading" id="h-help-desk-vs-service-desk">Help desk vs. service desk</h3> <p>But, it doesn’t end there! The help desk has another partner – the <strong>service desk</strong>. While many businesses use the terms interchangeably, there are some key differences between them worth exploring. Help desks primarily focus on providing external customer support and solving issues. Service desks take it a step further, and typically handle the needs and requests of internal employees. They encompass the broader realm of managing the overall IT service delivery, including incident management, problem management, and change management.</p> <p>If you’re curious to learn more about the differences between <a href="https://www.liveagent.com/academy/help-desk-vs-service-desk/" title="Discover the key differences between help desks and service desks to choose the best fit for your business needs. Learn about their unique features, benefits, and find expert guidance on selecting the right tool. Plus, enjoy a free trial of LiveAgent's renowned help desk software and elevate your customer service today!" hreflang="en-US" onover-preload="1">help desk vs service desk</a>, take a look at our article where we dive deeper into this topic.</p> <h2 class="wp-block-heading" id="h-why-is-a-help-desk-important">Why is a help desk important?</h2> <p>Today’s business landscape is becoming more and more competitive, which means that providing <a href="https://www.liveagent.com/academy/good-customer-service/" title="Elevate your brand with good customer service. Exceed expectations, foster loyalty, and ignite positive recommendations across industries." hreflang="en-US" onover-preload="1">exceptional customer service</a> is no longer a luxury – it’s a necessity. Help desk plays a crucial role in ensuring <a href="https://www.liveagent.com/customer-satisfaction-software/" title="Increase your customer satisfaction with LiveAgent and it's built-in customer satisfaction software measurement tool Nicereply." hreflang="en-US" onover-preload="1">customer satisfaction</a>, building a positive brand reputation, and driving business success. Let’s take a look at some key points that highlight the importance of having a well-functioning help desk.</p> <h3 class="wp-block-heading" id="h-efficiently-resolves-issues">Efficiently resolves issues</h3> <p>A good help desk, supported by an effective help desk software, can significantly boost the <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">agent</a> efficiency and resolution speed. The software allows <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">support agents</a> to track and manage tickets, ensuring that no ticket falls through the cracks and goes unnoticed. Implementing <a href="https://www.liveagent.com/features/gamification-features/" title="Gamification features can motivate your support team to work harder and smarter. Allow your agents to earn badges and levels over time." hreflang="en-US" onover-preload="1">customer service gamification</a> in these systems can enhance agent engagement and performance, leading to even faster resolution times. It also provides a repository of information that can be quickly accessed by <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">agents</a> to see relevant data, such as customer history or previous ticket resolutions.</p> <p>Efficiency is key in customer service because it directly impacts customer satisfaction. SupperOffice research shows that 46% of customers expect companies to respond within 4 hours or less. By resolving their issues quickly and accurately, it makes them feel more valued. On the other hand, long wait times and being bounced around to come to a conclusion can lead to customer frustration and a negative experience.</p> <h3 class="wp-block-heading" id="h-improves-customer-satisfaction">Improves customer satisfaction</h3> <p>Happy customers are the lifeblood of any company. Their satisfaction confirms that you are delivering on your promises and meeting their needs. Satisfied customers are more likely to make repeat purchases and advocate for your brand. They are also more likely to leave positive reviews and refer others to your business, which can have a significant impact on your reputation, leading to organic growth.</p> <p>One third of customers admit that they would consider switching companies after just one bad experience. Not only that but 4 out of 10 customers will also advise others not to do business with you, as per Dimensional Research.</p> <figure class="wp-block-image aligncenter size-full no-borders"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/6373844dd888f6e4c0193fc445c55c93/How-To-Measure-Customer-Satisfaction.jpg.webp 600w, https://www.liveagent.com/wp/urlslab-download/59bd3faf7fe6ea21e02a1935785dc4cc/How-To-Measure-Customer-Satisfaction-300x158.jpg.webp 300w, https://www.liveagent.com/wp/urlslab-download/3465b470e99e1572d06be4c96e508e53/How-To-Measure-Customer-Satisfaction-95x50.jpg.webp 95w, https://www.liveagent.com/wp/urlslab-download/095ff6db0214e96e5f98711583216664/How-To-Measure-Customer-Satisfaction-48x25.jpg.webp 48w, https://www.liveagent.com/wp/urlslab-download/c2537454f69296d66b6f6d71afaeabc9/How-To-Measure-Customer-Satisfaction-185x97.jpg.webp 185w, https://www.liveagent.com/wp/urlslab-download/b1f8504640e2feca24781f646048f110/How-To-Measure-Customer-Satisfaction-110x58.jpg.webp 110w, https://www.liveagent.com/wp/urlslab-download/81393a7e60fbb85cc930860985fee70b/How-To-Measure-Customer-Satisfaction-485x255.jpg.webp 485w, https://www.liveagent.com/wp/urlslab-download/6edbfe420e5605aa4c0141e4d3b5f019/How-To-Measure-Customer-Satisfaction-250x131.jpg.webp 250w, https://www.liveagent.com/wp/urlslab-download/9346f6aed0f5d1205f28c746c59b6a25/How-To-Measure-Customer-Satisfaction-42x22.jpg.webp 42w" urlslab-lazy="yes" sizes="(max-width: 600px) 100vw, 600px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/c373031a3768d6941a80da181e978f54/How-To-Measure-Customer-Satisfaction.jpg 600w, https://www.liveagent.com/wp/urlslab-download/38f4b6c4343754b9a2bc7f954cd6f2dc/How-To-Measure-Customer-Satisfaction-300x158.jpg 300w, https://www.liveagent.com/wp/urlslab-download/311df95bfde204954c498f377c229ae9/How-To-Measure-Customer-Satisfaction-95x50.jpg 95w, https://www.liveagent.com/wp/urlslab-download/a165ddc317702b6851b366c4456c159e/How-To-Measure-Customer-Satisfaction-48x25.jpg 48w, https://www.liveagent.com/wp/urlslab-download/fa6856d4e00cc46109a2d381ea9e4709/How-To-Measure-Customer-Satisfaction-185x97.jpg 185w, https://www.liveagent.com/wp/urlslab-download/7e38ac5f504313c8b8c2963f3d2e65df/How-To-Measure-Customer-Satisfaction-110x58.jpg 110w, https://www.liveagent.com/wp/urlslab-download/f49c602d8dd5718c4b22e0c0bd4bffbd/How-To-Measure-Customer-Satisfaction-485x255.jpg 485w, https://www.liveagent.com/wp/urlslab-download/c1abd14859ab9b93ef21b6434ac5ea56/How-To-Measure-Customer-Satisfaction-250x131.jpg 250w, https://www.liveagent.com/wp/urlslab-download/e8e28c867bc1e33c0d2c2bbdfad8dba3/How-To-Measure-Customer-Satisfaction-42x22.jpg 42w" urlslab-lazy="yes" sizes="(max-width: 600px) 100vw, 600px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/6373844dd888f6e4c0193fc445c55c93/How-To-Measure-Customer-Satisfaction.jpg.webp" urlslab-lazy="yes" type="image/webp"></source><img fetchpriority="high" decoding="async" width="600" height="315" alt="Image of customer satisfaction scale" class="wp-image-1590" data-src="https://www.liveagent.com/wp/urlslab-download/c373031a3768d6941a80da181e978f54/How-To-Measure-Customer-Satisfaction.jpg" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="31"></picture></figure> <h3 class="wp-block-heading" id="h-streamlines-communication">Streamlines communication</h3> <p>Streamlining communication means optimizing and simplifying the process of exchanging information. Help desks create a smooth and efficient flow of communication between customers and support agents.</p> <p>A well-implemented help desk can centralize all customer inquiries, routing them to the appropriate team members, which eliminates the frustrations associated with miscommunication or lengthy response times. Help desk technology often includes features like <a href="https://www.liveagent.com/customer-support-glossary/ticketing-system/" title="What is a ticketing system, and how can it benefit your business? Discover its key features and real-life examples to boost your customer support operations." hreflang="en-US" onover-preload="1">ticketing</a> systems or automated notifications that enable support agents to quickly access and respond to customer inquiries.</p> <h3 class="wp-block-heading" id="h-increases-sales-and-revenue">Increases sales and revenue</h3> <p>By shifting focus towards improving <a href="https://www.liveagent.com/customer-service-software/" title="Acquiring customer service software is a significant investment, so we’ve created a list of the top 10 solutions you should consider." hreflang="en-US" onover-preload="1">customer service</a>, you can increase sales and revenue.</p> <p>First of all, a help desk improves customer satisfaction. And satisfied customers are more likely to become repeat customers, making additional purchases. They may also recommend your products or services to others, leading to a higher <a href="https://www.liveagent.com/blog/customer-acquisition/" title="Master customer acquisition in 2024 with key strategies, tips, and tools to boost growth and retention. Unlock your business's potential!" hreflang="en-US" onover-preload="1">customer acquisition</a> rate.</p> <p>Secondly, with access to customer information and interaction history, support agents have the chance to upsell or cross-sell to customers, as well as easily identify opportunities to recommend relevant products or services that meet the customers’ needs.</p> <h3 class="wp-block-heading" id="h-minimizes-downtime">Minimizes downtime</h3> <p>Another benefit is minimizing downtime. Downtime refers to the period when a system, service, or process is unavailable or not functioning as expected. Minimizing it is crucial because it directly affects productivity, and can result in lost sales opportunities, decreased <a href="https://www.liveagent.com/academy/customer-satisfaction/" title="Learn the nitty-gritty of customer satisfaction. Why it matters. How to deal with it, and what are some of the best practices." hreflang="en-US" onover-preload="1">customer satisfaction</a>, and damage to brand reputation. Here’s how a help desk can help:</p> <ul class="wp-block-list"> <li><strong>Quick issue identification and resolution:</strong> A help desk allows users to report issues, enabling support agents to quickly assess and address them. It ensures that no problem goes unnoticed.</li> <li><strong>Proactive monitoring and alerts:</strong> Many help desk software solutions include monitoring capabilities and proactive alerts, which allow businesses to track the performance of their systems in real-time, and identify any potential issues or failures.</li> </ul> <h3 class="wp-block-heading" id="h-boosts-productivity">Boosts productivity</h3> <p>By being more productive, businesses are able to handle a higher volume of customer inquiries in less time. Additionally, it allows <a href="https://www.liveagent.com/customer-support-glossary/helpdesk-support/" title="Discover the essentials of helpdesk support with LiveAgent, a versatile software offering ticket management, automation, and multichannel communication to boost customer satisfaction. Learn the difference between help desk and helpdesk, explore top software options, and understand why a ticketing tool is vital for efficient customer support. Try LiveAgent's advanced features with a free trial and elevate your customer service experience today!" hreflang="en-US" onover-preload="1">help desk support</a> teams to allocate more time to strategic initiatives, training, and improving overall service quality.</p> <p>Help desk software can significantly improve productivity in multiple ways:</p> <ul class="wp-block-list"> <li><strong>Centralized ticket management </strong>helps you manage customer inquiries, and organize and prioritize tickets, allowing support agents to efficiently handle and <a href="https://www.liveagent.com/customer-tracking-software/" title="Try out the best customer tracking software on the market. LiveAgent is consistently recognized as the best customer tracking tool for SMB's." hreflang="en-US" onover-preload="1">track customer</a> issues. This prevents tickets from falling through the cracks, resulting in improved productivity.</li> <li><strong>Knowledge base and self-service options</strong> allow you to document FAQs, articles, troubleshooting guides, and other resources. This empowers customers to find answers independently, reducing the number of tickets. It also serves as a repository for support agents, where they can find accurate and consistent answers.</li> <li><strong>Automation</strong> helps you with repetitive tasks, such as automated ticket routing, status updates, and notifications. This automation streamlines processes and allows support agents to focus on more urgent and complex tasks.</li> </ul> <h3 class="wp-block-heading" id="h-optimizes-resources">Optimizes resources</h3> <p>Help desk technology allows businesses to manage and allocate resources more efficiently. This is due to support agents being able to prioritize and handle tickets more effectively, ensuring that resources are directed towards the most critical issues.</p> <p>The real-time reporting and analytics capabilities provide insights into team performance and customer trends. This data helps businesses make informed decisions regarding resource allocation, staffing, and process improvements.</p> <h3 class="wp-block-heading" id="h-reduces-stress-and-burnout">Reduces stress and burnout</h3> <p>Working in customer support can often be quite stressful and demanding. As mentioned previously, the help desk brings a structured and organized approach, which helps agents to handle customer tickets in a more systematic way, and makes the whole process less stressful and overwhelming.</p> <p>Beyond this structured approach, some advanced <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">help desk softwares</a>, like LiveAgent, offer <a href="https://www.liveagent.com/features/gamification-features/" title="Gamification features can motivate your support team to work harder and smarter. Allow your agents to earn badges and levels over time." hreflang="en-US" onover-preload="1">gamification features</a>. These features introduce an element of fun and friendly competition into the support team. By earning points or badges for timely responses, or getting high customer satisfaction ratings, agents feel more motivated and rewarded for their efforts.</p> <figure class="wp-block-image aligncenter size-full no-borders"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/8e5224b022f20bc12c62d02b9a1d282b/Mockup-Leaderboard-for-Badges.png.webp 1024w, https://www.liveagent.com/wp/urlslab-download/bb3ed4bd921a3b9ebb8cd997a4698fb2/Mockup-Leaderboard-for-Badges-300x214.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/2478a375d4dc0717aa7e7dbaba325524/Mockup-Leaderboard-for-Badges-768x548.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/6ca5fc69ffa0b3d7548f8d5a0be5377c/Mockup-Leaderboard-for-Badges-70x50.png.webp 70w, https://www.liveagent.com/wp/urlslab-download/4e095c55663e712f80d5ba4a00ad4a3a/Mockup-Leaderboard-for-Badges-35x25.png.webp 35w, https://www.liveagent.com/wp/urlslab-download/bf89d99c0f4382476f584158393ab222/Mockup-Leaderboard-for-Badges-470x335.png.webp 470w, https://www.liveagent.com/wp/urlslab-download/4499db2c62d3cf0dc6fb2f90740425f8/Mockup-Leaderboard-for-Badges-561x400.png.webp 561w, https://www.liveagent.com/wp/urlslab-download/f6ddb20d833e601819c64e0d4b07ca51/Mockup-Leaderboard-for-Badges-185x132.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/e27ec86f710543795dc5040a3c77ab1c/Mockup-Leaderboard-for-Badges-110x78.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/91b101ccf39263fdf04727c4049092d6/Mockup-Leaderboard-for-Badges-485x346.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/28f1308d6eaaaed32ce07d5790c859e1/Mockup-Leaderboard-for-Badges-31x22.png.webp 31w, https://www.liveagent.com/wp/urlslab-download/0089684097a707ba269105c23d05314f/Mockup-Leaderboard-for-Badges-250x178.png.webp 250w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/deabe93c4718bf885013518475b117c2/Mockup-Leaderboard-for-Badges.png 1024w, https://www.liveagent.com/wp/urlslab-download/a8068228f41098d2da268af092883593/Mockup-Leaderboard-for-Badges-300x214.png 300w, https://www.liveagent.com/wp/urlslab-download/610492bb6de6a73b25448ceddd1155e7/Mockup-Leaderboard-for-Badges-768x548.png 768w, https://www.liveagent.com/wp/urlslab-download/80b44881e56c0ac6f13a3a75956b20ff/Mockup-Leaderboard-for-Badges-70x50.png 70w, https://www.liveagent.com/wp/urlslab-download/9703fa9494c62c5772392761c41ee6d3/Mockup-Leaderboard-for-Badges-35x25.png 35w, https://www.liveagent.com/wp/urlslab-download/1d0a437c345250b4aaed2efa60fc9f35/Mockup-Leaderboard-for-Badges-470x335.png 470w, https://www.liveagent.com/wp/urlslab-download/d17460b9a999dcf96565884959f652de/Mockup-Leaderboard-for-Badges-561x400.png 561w, https://www.liveagent.com/wp/urlslab-download/110e1e1dc79ca502dc079ce8ebb63c41/Mockup-Leaderboard-for-Badges-185x132.png 185w, https://www.liveagent.com/wp/urlslab-download/544653e3e499a7e66ea1627e43762197/Mockup-Leaderboard-for-Badges-110x78.png 110w, https://www.liveagent.com/wp/urlslab-download/12e64e52075c1ad160b2425398723d13/Mockup-Leaderboard-for-Badges-485x346.png 485w, https://www.liveagent.com/wp/urlslab-download/fc4a88639b432077a53f539e4649767b/Mockup-Leaderboard-for-Badges-31x22.png 31w, https://www.liveagent.com/wp/urlslab-download/3ac3c3b2536868f3defb2e5796ef6a07/Mockup-Leaderboard-for-Badges-250x178.png 250w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/8e5224b022f20bc12c62d02b9a1d282b/Mockup-Leaderboard-for-Badges.png.webp" urlslab-lazy="yes" type="image/webp"></source><img decoding="async" width="1024" height="730" alt="Gamification leaderboard for Badges in Help desk software - LiveAgent" class="wp-image-201276" data-src="https://www.liveagent.com/wp/urlslab-download/deabe93c4718bf885013518475b117c2/Mockup-Leaderboard-for-Badges.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="32"></picture></figure> <h2 class="wp-block-heading" id="h-who-can-benefit-from-using-a-help-desk">Who can benefit from using a help desk?</h2> <p>Businesses that value customer support, efficient resolution of issues, and streamlined communication can highly benefit from using a help desk and <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">helpdesk</a> software. Here are a few situations where investing in it may be necessary and how it can help businesses.</p> <ul class="wp-block-list"> <li><strong>Growing businesses:</strong> As a business grows, so do customer inquiries and support needs. Handling all these interactions becomes inefficient and leads to information getting lost or overlooked. Help desks allow you to handle the increasing support volume, and ensure that all incoming requests are addressed in a timely manner.</li> <li><strong>Remote work or multiple locations:</strong> With the rise of remote work and businesses operating across multiple locations, having a centralized help desk becomes essential. It provides a consistent customer support experience, regardless of their physical location, and allows teams to collaborate efficiently.</li> <li><strong>Customer-centric approach:</strong> Companies that want to focus on providing excellent customer support should invest in a solution like help desk software. It will help them efficiently handle customer inquiries, track interactions, and provide personalized support, resulting in enhanced customer loyalty and improved customer satisfaction.</li> </ul> <p>There are also many well-known and successful companies that took advantage of help desk and it definitely paid off. If you want to join the club and learn from the best, look at what these companies did.</p> <p><strong>Huawei</strong></p> <p>As an ICT (Information and Communications Technology) provider, Huawei understands how important it is to communicate with their customers in real-time and provide high-quality service and timely assistance. That’s why they started looking for help desk software with a <a href="https://www.liveagent.com/ticketing-software/" title="Explore a selection of ticketing software that are most used on the market. Choose the ideal ticketing tool and raise your customer service to the moon." hreflang="en-US" onover-preload="1">ticketing system</a> that would help them boost their efficiency and provide real-time customer service through live chat. After some research, in 2013, they decided to go with LiveAgent.</p> <p>Thanks to this implementation, Huawei was able to offload a high percentage of calls from their contact center, saving a lot of time and effort.</p> <p>They are also able to evaluate the overall satisfaction of their customers thanks to LiveAgent’s feedback feature. Receiving feedback, whether it’s positive or negative, helps them improve the quality of their services and train their support representatives based on their performance results.</p> <blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow"> <p>“By implementing real-time service, we were able to increase customer satisfaction by 29%.<em>”</em></p> <cite><a href="/use-case-scenarios/liveagent-huawei/" title="Huawei enhances customer support using LiveAgent for real-time interactions, boosting satisfaction by 29% with efficient live chat." hreflang="en-US" onover-preload="1"><em>Gokulnaath Gopal, Solution Manager at Huawei</em></a></cite></blockquote> <p>Here are some of the aspects that were improved thanks to LiveAgent implementation:</p> <ul class="wp-block-list"> <li>Improved online customer service experience</li> <li>Increased conversion rate thanks to upselling and cross-selling</li> <li>Increased brand and customer loyalty due to the possibility for real-time interaction</li> <li>Reduced workload in the contact center</li> <li>Reduced amount of emails</li> </ul> <p><strong>Cisco Systems</strong></p> <p>Being such a huge multinational technology company, Cisco needed a way to easily track their 10 million daily active users to see how they use their products and understand their needs. They decided to give the helpdesk solution a chance. And it worked! They were quickly able to handle all of the customer inquiries more efficiently, and reduce the average response time by five days.</p> <p>The solution came with powerful help desk features enabling them to manage thousands of customers, regardless of the language they speak or where they come from. On top of that, the omnichannel inbox feature, AI-powered chatbot, and self-support hub help them reduce ticket response times. It provides customers with all the necessary tools they need to get answers to their questions without the need to contact customer support.</p> <p><strong>AT&T</strong></p> <p>In 2011, telecommunications company AT&T attempted to outsource its customer care department but ultimately chose to keep control of the process. They aimed to achieve this without the significant expense of hiring hundreds of support agents or heavily investing in a call center. Their next option was implementing help desk software with a live chat feature. Thanks to this decision, they cut call center costs by 50% and still provide a great customer experience.</p> <p>Their customers were pleased with the improvements, and their customer support team was also satisfied with the implementation of this system. Such an implementation allowed them to work more efficiently and handle the volume of customer inquiries with ease.</p> <h2 class="wp-block-heading" id="h-6-main-functions-of-a-help-desk">6 main functions of a help desk</h2> <h3 class="wp-block-heading" id="h-troubleshooting-and-technical-support">Troubleshooting and technical support</h3> <p>One of the primary functions of a help desk is troubleshooting and providing support by assisting customers with technical issues they may encounter while using a product or service. By providing guidance, companies can ensure that customers continue using the product/service effectively and minimize any disruptions or frustrations.</p> <p>Customers face technical problems on a daily basis. In order to solve them, they often reach out to the help desk for guidance. Help desk agents are trained to deal with these issues by asking relevant questions, gathering information, and providing step-by-step instructions to resolve the problem. They are also able to escalate more complex issues to specialized teams with technical skills for further assistance.</p> <h3 class="wp-block-heading" id="h-issue-management">Issue management</h3> <p>Issue management involves the systematic handling and tracking of customer issues or requests as they progress toward resolution.</p> <p>When a customer reaches out to customer support with their concerns, help desk software with an integrated ticketing system automatically assigns a unique ticket to this issue – allowing easy tracking and organization of customer interactions.</p> <p>Throughout the whole issue management process, agents are able to monitor and update the status of each ticket or collaborate with other team members if necessary. This ensures that customers are kept informed and engaged, reducing any anxiety or uncertainty they may have about the status of their request.</p> <h3 class="wp-block-heading" id="h-self-service-options">Self-service options</h3> <p>Self-service resources are growing more and more popular, and becoming a valuable help desk function. According to our data, businesses that provide self-service portals receive more than 325,000 views on these pages a year. This feature empowers customers to find solutions to their problems or answers to their questions on their own, without contacting customer support. That’s why they attract between 2 to 4 times as many visitors compared to <a href="https://www.liveagent.com/live-chat-software/" title="Explore a selection of the best live chat software on the market. Choose the ideal live chat software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">live chat</a>, <a href="https://www.liveagent.com/social-media-customer-service/" title="LiveAgent is a help desk solution that connects multiple channels in one interface. Find out more about LiveAgent and its business/industry benefits." hreflang="en-US" onover-preload="1">social media support</a> or phone support, as per Microsoft’s data.</p> <p>The benefits of self-service resources include:</p> <ul class="wp-block-list"> <li>instant access to information, allowing customers to resolve common issues without the wait time associated with contacting customer support</li> <li>reducing the volume of repetitive inquiries, giving support agents time to focus on more complex issues and provide more personalized assistance</li> </ul> <h3 class="wp-block-heading" id="h-knowledge-base-creation">Knowledge base creation</h3> <p>A well-crafted and comprehensive <a href="https://www.liveagent.com/knowledge-base-software/" title="Discover the top 20 knowledge base software for 2024, exploring features, benefits, pricing, and expert tips for choosing the best solution for your business. Get insights on how knowledge base software works and a recommendation for LiveAgent's free trial." hreflang="en-US" onover-preload="1">knowledge base</a> can become a valuable resource for both customers and support agents. Research shows that around 66% of customer service teams regularly use knowledge bases to find relevant and up-to-date information, and <a href="https://llcbuddy.com/data/customer-self-service-statistics/" rel="nofollow" urlslab_href_old="https://webinarcare.com/best-customer-self-service-software/customer-self-service-statistics/#7" title="Customer Self-Service Statistics 2024 : Facts about Customer Self-Service are important because they give you more context about what’s going on in the World in terms of Customer Self-Service." hreflang="en-US">more than 80% of customers</a> use it to find solutions for their issues before contacting support.</p> <p>However, it needs to be well-organized and easy to understand, filled with articles, guides, tutorials, and common questions that cover a wide range of topics related to the product or service the company offers.</p> <p>The question is: where do you start and how do you create such a knowledge base?</p> <ol class="wp-block-list"> <li>Start by identifying the most common issues/questions that customers typically contact you with. Go over the support interactions and feedback to identify them, and try to provide clear and concise answers or step-by-step instructions.</li> <li>Organize the content in a logical and user-friendly manner. Create categories and subcategories that cover different areas or features. Use headings, subheadings, and bullet points to make the information easy to scan and navigate. Don’t forget to include relevant keywords or tags to help users quickly find specific articles.</li> <li>Consider using visual elements such as images, screenshots, or instructional videos to enhance the clarity and understanding of the content. They can be especially helpful in explaining complex processes or demonstrating how to perform certain tasks.</li> </ol> <p>LiveAgent is one of the help desk software providers that offers the option to create a scalable knowledge base and <a href="https://www.liveagent.com/customer-portal-software/" title="Customer portal software will increase customer loayalty and sales. Try LiveAgent's 30-day free trial and make your customer service great." hreflang="en-US" onover-preload="1">customer portals</a> for both internal and external use. With LiveAgent, businesses can easily create, manage, and update their knowledge base content, enabling businesses to provide self-service to their customers and empower their support agents with a comprehensive resource for resolving customer inquiries.</p> <figure class="wp-block-image aligncenter size-large no-borders"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/0b8f6b9b98c4d6afa24ec78a58f6df57/liveagent-support-portal-1024x511.png.webp 1024w, https://www.liveagent.com/wp/urlslab-download/1c2167cf98d790662ef73c07dca25edc/liveagent-support-portal-300x150.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/bf8d60ca74095aae150af9713de2e582/liveagent-support-portal-768x383.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/f63e7f8b07e28e9926a0f827c9eca01c/liveagent-support-portal-1536x767.png.webp 1536w, https://www.liveagent.com/wp/urlslab-download/c78d4a054a24651594dbf8f9bddb6f4b/liveagent-support-portal-100x50.png.webp 100w, https://www.liveagent.com/wp/urlslab-download/ac80506e1272e5b96107bd949fcc170e/liveagent-support-portal-50x25.png.webp 50w, https://www.liveagent.com/wp/urlslab-download/a005b1932d35c28493d8149d6d8758e4/liveagent-support-portal-671x335.png.webp 671w, https://www.liveagent.com/wp/urlslab-download/2ca8f36fd4a8c51d134219526046b59a/liveagent-support-portal-700x349.png.webp 700w, https://www.liveagent.com/wp/urlslab-download/5152808c316607978089bc769beabe92/liveagent-support-portal-185x92.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/01e03eefb273563202529e8d61988e8f/liveagent-support-portal-110x55.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/3dfd2e35400f41a1c5b44a7307625f1f/liveagent-support-portal-485x242.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/6b59bd584b8e7849473c2f0cbeff0990/liveagent-support-portal.png.webp 1751w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/be4c8440891a3838dcccf70346a0d863/liveagent-support-portal-1024x511.png 1024w, https://www.liveagent.com/wp/urlslab-download/925f8f6d2ae043be9a4ea0e72774999a/liveagent-support-portal-300x150.png 300w, https://www.liveagent.com/wp/urlslab-download/b3ae4ecf94983dc10a2780cf94a05e89/liveagent-support-portal-768x383.png 768w, https://www.liveagent.com/wp/urlslab-download/a6caf91ef77b179bf11b5cae3621f011/liveagent-support-portal-1536x767.png 1536w, https://www.liveagent.com/wp/urlslab-download/d7b2cc853b816f45d5a06be97321ff92/liveagent-support-portal-100x50.png 100w, https://www.liveagent.com/wp/urlslab-download/68a49c726bdd30a22221414d37ad7449/liveagent-support-portal-50x25.png 50w, https://www.liveagent.com/wp/urlslab-download/f19e30aa096be080a6d108ca34eef28f/liveagent-support-portal-671x335.png 671w, https://www.liveagent.com/wp/urlslab-download/5e8e9918441957b56899ed2a916c9fb9/liveagent-support-portal-700x349.png 700w, https://www.liveagent.com/wp/urlslab-download/7ac5de7cbd12c6e48cab9ccd6e7264bf/liveagent-support-portal-185x92.png 185w, https://www.liveagent.com/wp/urlslab-download/f393c8082235814ea81e6093325f8523/liveagent-support-portal-110x55.png 110w, https://www.liveagent.com/wp/urlslab-download/9a7627b5191224ced0e185394da36209/liveagent-support-portal-485x242.png 485w, https://www.liveagent.com/wp/urlslab-download/67fd6b6f54baad382f58679dc2ef8a5a/liveagent-support-portal.png 1751w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/0b8f6b9b98c4d6afa24ec78a58f6df57/liveagent-support-portal-1024x511.png.webp" urlslab-lazy="yes" type="image/webp"></source><img decoding="async" width="1024" height="511" alt="Screenshot of LiveAgent's support portal" class="wp-image-880176" data-src="https://www.liveagent.com/wp/urlslab-download/be4c8440891a3838dcccf70346a0d863/liveagent-support-portal-1024x511.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="33"></picture></figure> <h3 class="wp-block-heading" id="h-communication-and-customer-interaction">Communication and customer interaction</h3> <p>Another key function is facilitating communication and <a href="https://www.liveagent.com/academy/customer-interaction/" title="Developing good relations with your customers through customer interactions can play a pivotal role in determining the position of your brand in the market." hreflang="en-US" onover-preload="1">customer interaction</a>. These days, customers have various channels through which they can reach out to companies – email, phone, social media, live chat, and others. Reliable help desk software helps consolidate all these communication channels into one unified platform, making it easier to manage and respond to customers.</p> <p>By centralizing <a href="https://www.liveagent.com/academy/customer-communication/" title="Master the art of customer communication with best practices, tools, and strategies. Learn how to enhance interactions and boost customer satisfaction." hreflang="en-US" onover-preload="1">customer communication</a>, support agents have a comprehensive view of each interaction and its full history. This helps them understand the context and background of the issue, enabling them to provide more personalized support. Whether the customer reached out via email, submitted a form on the website, or asked a question on social media, all the interactions are sent to and stored in one place for easy reference. This helps them keep track of the progress of each ticket, assign tasks to different agents/departments, and collaborate on complex cases.</p> <figure class="wp-block-video aligncenter"><video autoplay loop muted data-urlslabstyle="" style="opacity: 0;" data-src="https://www.liveagent.com/wp/urlslab-download/ded6ea1ceea998bf66acbb59050485a7/Everything-under-one-roof.mp4" urlslab-lazy="yes" urlslab-id="48"></video></figure> <h3 class="wp-block-heading" id="h-training-for-effective-product-use">Training for effective product use</h3> <p>Effective training involves providing customers with the necessary knowledge and skills to utilize a product or service to its full potential. It ensures that customers understand how to use the product correctly, enabling them to maximize its features and benefits. Without it, customers may struggle with navigating the product or not fully utilizing its capabilities, which can lead to frustration, decreased productivity, and increased support requests.</p> <p>What should an effective training include?</p> <ul class="wp-block-list"> <li><strong>Documentation and tutorials:</strong> Create detailed user manuals, articles, step-by-step guides, and video tutorials that cover various aspects. Make sure that these resources are easy to understand and accessible.</li> <li><strong>Webinars and online training sessions:</strong> You can also run live or recorded webinars where customers can learn about the product and ask questions in real-time. Online training sessions can be scheduled regularly and should aim to cater to different time zones or customer needs.</li> <li><strong>Onboarding:</strong> Personalized onboarding sessions for new customers are a great way to familiarize them with all the features and functionalities of a product.</li> <li><strong>Interactive demos:</strong> Offering interactive demos is a great hands-on approach that helps customers gain practical experience with the product and let them try out different features in a controlled environment.</li> <li><strong>Knowledge bases:</strong> Provide customers with access to a comprehensive knowledge base and support channels, where they can reach out to the help desk team for further assistance.</li> </ul> <h2 class="wp-block-heading" id="h-types-of-help-desks">Types of help desks</h2> <p>There are various types of help desks, and each of them is focused on providing support in specific areas. Two common types are technical support help desks and customer support help desks.</p> <h3 class="wp-block-heading" id="h-technical-support-help-desk">Technical support help desk</h3> <p>A technical <a href="https://www.liveagent.com/customer-support-glossary/helpdesk-support/" title="Discover the essentials of helpdesk support with LiveAgent, a versatile software offering ticket management, automation, and multichannel communication to boost customer satisfaction. Learn the difference between help desk and helpdesk, explore top software options, and understand why a ticketing tool is vital for efficient customer support. Try LiveAgent's advanced features with a free trial and elevate your customer service experience today!" hreflang="en-US" onover-preload="1">support help desk</a> is designed to handle inquiries related to technical issues users may run into while using a product or service. This could involve hardware issues, troubleshooting, configuring settings, or providing assistance during installations. Because technical support help desks resolve technical issues, they often work closely with the IT and development teams in order to provide high-level technical support and expertise.</p> <h3 class="wp-block-heading" id="h-customer-support-help-desk">Customer support help desk</h3> <p>This type of help desk focuses on addressing a wide range of customer inquiries and concerns, such as providing information about products, assisting with billing processes, handling order and shipping-related issues, or addressing general customer service inquiries. Customer support help desks prioritize providing <a href="https://www.liveagent.com/academy/good-customer-service/" title="Elevate your brand with good customer service. Exceed expectations, foster loyalty, and ignite positive recommendations across industries." hreflang="en-US" onover-preload="1">excellent customer service</a> experience and ensuring customer satisfaction.</p> <p>While these two help desks are the primary types, there are others that are worth mentioning:</p> <ul class="wp-block-list"> <li><strong>Internal help desk </strong>is a support system designed to provide assistance and resolve issues for individuals within the organization. It can help with IT-related issues, software and hardware problems, network troubleshooting, or other technical concerns.</li> <li><strong>Service desk</strong> is a broader concept that not only handles technical support but also manages service requests and incidents. It acts as a single point of contact for users within an organization, addressing various IT and non-IT related queries, ensuring efficient communication, and delivering effective solutions.</li> <li><strong>Call center help desk</strong> primarily focuses on handling customer inquiries through the phone. It involves a team of agents who specialize in providing assistance over the phone. <a href="https://www.liveagent.com/blog/call-center-detailed-guide/" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US" onover-preload="1">Call center</a> help desks often use call management systems to efficiently route and track calls to ensure timely customer support.</li> <li><strong>Enterprise help desk</strong> is a comprehensive solution designed to handle complex needs of large organizations. It offers a centralized platform to manage and track customer support interactions, inquiries, and IT service requests. They typically include advanced features to meet the diverse needs of an enterprise-level environment.</li> <li><strong>On-premise help desk software</strong> is hosted and operated within the organization’s infrastructure, meaning, the software and servers are physically located on-site. This provides a higher level of control over their data and customization options but requires dedicated IT resources for management and maintenance.</li> <li><strong>Open source help desk</strong> is developed and distributed with an open source license. This means that companies have access to the software’s source code, which allows them to customize the help desk software beyond plugins and common integrations. It offers more flexibility, but it requires technical expertise.</li> <li><strong>Cloud based help desk</strong> is hosted and maintained by a third-party service provider in the cloud. These help desks offer easy scalability, regular updates, and lower upfront costs, making them a popular choice for businesses of all sizes.</li> </ul> <h2 class="wp-block-heading" id="h-5-characteristics-of-a-good-help-desk">5 characteristics of a good help desk</h2> <h3 class="wp-block-heading" id="h-communication-excellence">Communication excellence</h3> <p>As we already mentioned, the main goal of a help desk is to provide clear and <a href="https://www.liveagent.com/academy/customer-communication/" title="Master the art of customer communication with best practices, tools, and strategies. Learn how to enhance interactions and boost customer satisfaction." hreflang="en-US" onover-preload="1">effective communication</a> between support agents and customers, and to keep them informed and engaged throughout the support process. In order to achieve that, you need to make sure the support agents have strong communication skills, they are able to provide clear instructions, and they actively listen to customer feedback.</p> <h3 class="wp-block-heading" id="h-users-at-the-center">Users at the center</h3> <p>The focus should be on understanding and meeting the needs of each customer, and ensuring they leave satisfied. This involves listening to their feedback, adapting support processes according to their requirements, and continuously improving their experience. By placing users at the center, you can not only resolve issues but also build strong relationships, foster <a href="https://www.liveagent.com/blog/customer-loyalty/" title="Learn why customer loyalty matters, explore effective strategies, key metrics, current trends, and more. Build a loyal customer base and boost your growth." hreflang="en-US" onover-preload="1">customer loyalty</a>, and create a positive experience that will keep them coming back.</p> <h3 class="wp-block-heading" id="h-technical-mastery">Technical mastery</h3> <p>Support representatives should have an in-depth understanding of the products and services, as well as the underlying technical knowledge. This allows them to provide accurate solutions to customers.</p> <h3 class="wp-block-heading" id="h-problem-solving-and-analytical-skills">Problem-solving and analytical skills</h3> <p>Being able to think critically, identify the root cause of an issue, and devise creative solutions enable support agents to address complex problems, handle escalated issues, and provide valuable assistance.</p> <p>LiveAgent offers a robust set of analytics features that can enhance problem-solving and analysis capabilities. With these tools, agents can track key performance indicators and metrics such as ticket volume, response times, and customer satisfaction ratings. These insights provide valuable real-time data to identify trends, assess performance, and make data-driven decisions to improve customer support.</p> <h3 class="wp-block-heading" id="h-always-in-improvement">Always in improvement</h3> <p>“The biggest room in the world is the room for improvement.” When it comes to customer support, there is always something that can be improved in order to meet the evolving needs of customers and ensure optimal performance. You can do so by:</p> <ul class="wp-block-list"> <li>Collecting feedback from customers</li> <li>Monitoring performance</li> <li>Analyzing key metrics</li> <li>Training your employees</li> <li>Implementing new features</li> </ul> <h2 class="wp-block-heading" id="h-common-help-desk-challenges-and-solutions">Common help desk challenges and solutions</h2> <p>Let’s look at some common customer service challenges and how you can solve them with an effective <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">help desk solution</a>:</p> <figure class="wp-block-table"><table><thead><tr><th class="has-text-align-center" data-align="center">Common challenges</th><th>How to solve them</th></tr></thead><tbody><tr><td class="has-text-align-center" data-align="center"><strong>High call volume</strong></td><td>Implement customer self-service options such as an easily accessible knowledge base or interactive voice response (IVR) system.<br>Optimize staffing levels.<br>Implement call routing strategies to help distribute the workload.</td></tr><tr><td class="has-text-align-center" data-align="center"><strong>High ticket volume and long response times</strong></td><td>Implement a ticket management system that automatically prioritizes and categorizes tickets based on urgency and complexity.<br>Use automation tools and self-service options such as FAQs and knowledge bases.</td></tr><tr><td class="has-text-align-center" data-align="center"><strong>Lack of visibility and cross-team collaboration</strong></td><td>Implement a centralized help desk software that allows agents to access customer information, ticket history, and relevant resources.<br>Implement collaboration tools and communication channels within the software to facilitate teamwork and knowledge sharing.</td></tr><tr><td class="has-text-align-center" data-align="center"><strong>Insufficient agent expertise</strong></td><td>Provide regular training sessions.<br>Maintain an up-to-date knowledge base.<br>Utilize collaboration platforms and foster a culture of knowledge sharing among agents.</td></tr><tr><td class="has-text-align-center" data-align="center"><strong>Technical issues with helpdesk software</strong></td><td>Perform regular software updates and maintenance.<br>Have a backup plan, such as offline support channels or alternative communication methods.</td></tr><tr><td class="has-text-align-center" data-align="center"><strong>Lack of customer feedback</strong></td><td>Implement post-interaction surveys or a feedback system<br>Actively monitor social media and online reviews that also provide feedback and allow for proactive issue resolution.</td></tr></tbody></table></figure> <h2 class="wp-block-heading" id="h-"></h2> <h2 class="wp-block-heading" id="h-what-you-should-know-before-acquiring-a-help-desk">What you should know before acquiring a help desk</h2> <p>Here are some useful tips to consider before implementing a help desk into your business.</p> <p><strong>Assess your needs and requirements</strong> </p> <p>First of all, it is crucial to understand your business objectives and the specific help desk functionalities you require. Factors such as the size of your team, expected call volume, desired integrations, and real-time reporting capabilities should be taken into consideration when choosing the right solution that aligns with your unique needs.</p> <p><strong>Research potential providers</strong> </p> <p>Take your time to research and compare different software providers. Look for reputable companies that have positive reviews from their existing or previous customers. Look at factors like customer support, pricing, scalability, and security features.</p> <p>To help you and save you some time, we have reviewed the best help desk software options available on the market. We have evaluated all of the important factors to provide comprehensive insights.</p> <p><strong>Take advantage of free trials and demo calls</strong> </p> <p>Many helpdesk software providers offer free trials or demo calls to showcase their solutions and give you the opportunity to try it before you decide to commit. Use them to explore the features, user interface, and overall functionality of the software.</p> <p>Demo calls are also a great way to ask specific questions related to your requirements and ensure that the help desk solution meets your needs.</p> <p><strong>Consider ease of use and implementation</strong> </p> <p>Look for a software that is user-friendly and easy to implement. Consider the learning curve and assess how quickly your team can adapt to the new system. A seamless implementation process will help minimize unnecessary disruptions.</p> <p>We know that choosing the right help desk software can be overwhelming. That’s why we’ve created a detailed checklist to guide you through the entire process. Our checklist covers everything you need to ensure a successful journey, from setting goals and organizing agents to building a contact form and automating workflows. With our checklist, you can be confident that you won’t miss any important steps in finding the perfect help desk solution for your business.</p> <h2 class="wp-block-heading" id="h-conclusion">Conclusion</h2> <p>In conclusion, a help desk is a crucial component for every business that is looking to provide exceptional customer support. It serves as a central hub for technical assistance, issue management, <a href="https://www.liveagent.com/self-service-software/" title="Discover the best customer self-service software of 2024 with LiveAgent. Enhance customer satisfaction and cut costs by automating support processes, offering 24/7 assistance through ticketing, live chat, call center management, and customer portals. Compare top providers like Zoho Desk, Intercom, and Help Scout for optimal business solutions. Explore features, pricing, and benefits to revolutionize your customer support experience today." hreflang="en-US" onover-preload="1">self-service options</a>, effective customer communication, and much more.</p> <p>Throughout this article, we explored the various functions and types of help desks, as well as the qualities that make a good help desk. Despite the many benefits, challenges can arise. Therefore, we tried to give you some solutions that can help you address each challenge.</p> <p>We also outlined the key features to pay attention to when choosing a software for your business. Some of these features include <a href="https://www.liveagent.com/ticketing-software/" title="Explore a selection of ticketing software that are most used on the market. Choose the ideal ticketing tool and raise your customer service to the moon." hreflang="en-US" onover-preload="1">ticketing systems</a>, live chat, knowledge bases, multichannel support, automation capabilities, or SLAs.</p> <p>So, if you’re in search of a reliable helpdesk software provider, LiveAgent offers a comprehensive suite of features designed to streamline customer support and enhance the help desk experience. Sign up for the 30-day free trial and explore the benefits of our platform.</p> <div class="BlockDiscover BlockDiscover--discover" style="" urlslab-lazy-bgimage="https://www.liveagent.com/app/themes/liveagent/assets/images/cta_new_bg.svg"> <p class="BlockDiscover__title">Give your customers the support they deserve</p> <p class="BlockDiscover__text">Upgrade your customer support experience with LiveAgent's powerful help desk software. Say goodbye to long wait times, frustrated customers, and overwhelmed support teams. Try it yourself with our 30-day free trial! </p> <div class="BlockDiscover__buttons"> <a href="/trial/" class="Button Button--knockout" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Try LiveAgent</span> </a> <a href="/demo/" class="Button Button--outline Button--outline__white" title="Schedule a personalized LiveAgent demo to discover how our help desk software can enhance your customer satisfaction and sales. Get a tour of our features, ask questions, and invite your team to join. No trial account needed to start!" hreflang="en-US" onover-preload="1"> <span>Schedule a Demo</span> </a> </div> <div class="BlockDiscover__right__img" style="" urlslab-lazy-bgimage="https://www.liveagent.com/app/themes/liveagent/assets/images/cta_new_chat.png"></div> </div> <div class="Urlslab-Faq urlslab-skip-faq" itemscope="" itemtype="https://schema.org/FAQPage"><h2 id="h-frequently-asked-questions">Frequently Asked Questions</h2><ul class="Urlslab-Faq__items"><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-is-helpdesk">What is helpdesk?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>Helpdesk is a tool supporting the organization of communication with clients. Thanks to this, your company can respond to customer needs faster and more effectively. This allows us to guarantee the customer the best possible experience.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-is-the-role-of-help-desk-in-a-call-center">What is the role of help desk in a call center?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p></p><p>The role of help desk software in a call center is to streamline and simlify the process of handling customer inquiries and support tickets. It comes equipped with a centralized platform where agents can receive, track, and manage customer requests. Help desk usually includes features like <a href="https://www.liveagent.com/customer-support-glossary/ticket-management/" title="Discover the power of efficient ticket management with LiveAgent. Streamline customer support by converting issues into tickets, enhancing response times, and boosting satisfaction. Trusted by over 21,000 businesses, LiveAgent offers comprehensive solutions to track service metrics and KPIs. Start your free trial today and transform your customer service operations for success!" hreflang="en-US" onover-preload="1">ticket management</a>, knowledge base, reporting tools, and customer database. These features can improve efficiency, internal collaboration, and the overall customer satisfaction.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-is-the-difference-between-a-call-center-and-a-help-desk">What is the difference between a call center and a help desk?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p></p><p>Both call center and help desk focus on customer support, but they differ in their scope. <a href="https://www.liveagent.com/inbound-call-center-software/" title="Discover the best inbound call center software solutions tested by experts. Compare features, pricing, reviews, and tips to find your perfect fit!" hreflang="en-US" onover-preload="1">Call centers</a> typically handle a large volume of incoming and outgoing calls, often for sales or customer service purposes. Help desk is primarly focused on providing support and assistance to users through various channels, including phone calls, emails, or live chat, and often use ticketing systems to track and manage customer inquiries.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-can-you-add-helpdesk-in-liveagent">Can you add helpdesk in LiveAgent?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>At LiveAgent, you have the option of having a helpdesk in your customer service. This option allows you to improve customer service, so that customers can receive help quickly and efficiently.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-is-it-helpdesk">What is IT helpdesk?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>An <a href="https://www.liveagent.com/customer-support-glossary/it-helpdesk/" title="Discover the benefits of an IT help desk and learn how to set it up with the right features and equipment using LiveAgent software. Enhance your business's customer support, boost productivity, and improve user experience. Try LiveAgent for free and experience seamless IT support solutions today!" hreflang="en-US" onover-preload="1">IT helpdesk</a> is a department inside an organization that is responsible for answering the technical questions of its users. The questions and their answers are usually received by social media, e-mail, phone, website <a href="https://www.liveagent.com/features/contact-forms/" title="Hide your email address to avoid spam, generate more leads by having an easy way to get contacted by LiveAgent's feature - Contact forms. Read about it." hreflang="en-US" onover-preload="1">contact forms</a>, or live chat. </p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-how-to-send-tickets-to-a-helpdesk">How to send tickets to a helpdesk?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>Tickets are automatically pushed into a helpdesk, regardless of the communication channel you use. So if you want to contact a business through their helpdesk, you can do so by contacting them via email, live chat, <a href="https://www.liveagent.com/customer-portal-software/" title="Customer portal software will increase customer loayalty and sales. Try LiveAgent's 30-day free trial and make your customer service great." hreflang="en-US" onover-preload="1">customer portal</a>, a phone call, or even social media.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-how-to-use-helpdesk">How to use helpdesk?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>The first step to using a <a href="https://www.liveagent.com/ticketing-software/" title="Explore a selection of ticketing software that are most used on the market. Choose the ideal ticketing tool and raise your customer service to the moon." hreflang="en-US" onover-preload="1">helpdesk system</a> is to connect your communication channels. From there, all incoming queries will be pushed inside your helpdesk in the form of a ticket. You can start replying to each query from your <a href="https://www.liveagent.com/customer-support-glossary/" urlslab_href_old="https://www.liveagent.com/customer-support-glossary/dashboard/" title="Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day." hreflang="en-US" onover-preload="1">dashboard</a> right away. </p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-is-helpdesk-offline-or-online">Is helpdesk offline or online?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>Helpdesk is online help. Here, the client receives an answer via the Internet from the agent. However, it is possible for the helpdesk to work over the phone as well. The best possible solution is to use software that combines these functions and allows customers to communicate in a variety of ways.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-does-a-helpdesk-person-do">What does a helpdesk person do?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>A <a href="https://www.liveagent.com/customer-support-glossary/helpdesk/" urlslab_href_old="https://www.liveagent.com/customer-support-glossary/helpdesk/www.liveagent.com/features/agents/" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">helpdesk agent</a> resolves customer queries. They can <a href="https://www.liveagent.com/customer-support-glossary/live-chat-support/" title="Live chat is one of the tools of a help desk software that enables customers to contact you through your website." hreflang="en-US" onover-preload="1">chat with customers</a> on the phone, or through live chat. Helpdesk agents can also answer emails and social media messages. Their main goal is to help customers get the necessary information they need or provide them with a fix. </p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-how-can-i-improve-my-helpdesk-support">How can I improve my helpdesk support?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p>If you want to improve your helpdesk support focus on <a href="https://www.liveagent.com/customer-support-glossary/personalize/" title="Get know to personalize meaning. Understand customer service concepts in deep with simple explanations from professionals." hreflang="en-US" onover-preload="1">personalization</a>. Make each customer feel valued. Call them by their name and know what problems they were trying to solve the last time they contacted you. Focus on active listening, and repeat what the customer said to you to ensure you understood them. Offer creative solutions to their problems, and go the extra mile.</p></div></div></li></ul></div> <div class="Post__buttons"> <a href="/customer-support-glossary/" class="Button Button--outline Button--back" title="Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day." hreflang="en-US" onover-preload="1"><span>Back to Glossary</span></a> <a href="/trial/" class="Button Button--full" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Create account for FREE</span> </a> </div> <div class="Post__ug7"> <p class="flowhunt-skip"></p><p>After exploring the basics of a help desk, you might be interested in learning about the key features and benefits that can enhance your business operations. Check out our detailed article on the <a href="https://www.liveagent.com/customer-support-glossary/helpdesk/" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US">help desk</a> to understand how this tool can improve customer satisfaction, streamline communication, and boost productivity. Additionally, if you're curious about the distinctions between a help desk and a service desk, our <a href="https://www.liveagent.com/customer-support-glossary/service-desk/" title="Service desk is a single point of contact between company and customers, users, business partners. Service desk can be referred as a specific help desk." hreflang="en-US" onover-preload="1">service desk</a> guide will provide clarity on their unique functions and how they can be utilized to enhance customer support strategies.</p> </div> <div class="Post__content__resources"> <div class="Post__sidebar__title h4">Related Articles</div> <div class="SimilarSources"> <div class="urlslab-rel-res-items urlslab-rel-res-design-default urlslab-rel-res-items-with-image urlslab-rel-res-items-with-summary flowhunt-skip"><div class="urlslab-rel-res-item urlslab-skip-keywords"><div class="urlslab-rel-res-item-screenshot"><a href="https://www.liveagent.com/customer-support-glossary/helpdesk-support/" title="A help desk is a very important part of your customer service. The main task help desk support is to fix and resolve customer's problems. Look for more." hreflang="en-US" onover-preload="1"><img alt="A help desk is a very important part of your customer service. 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Learn the difference between help desk and helpdesk, explore top software options, and understand why a ticketing tool is vital for efficient customer support. Try LiveAgent's advanced features with a free trial and elevate your customer service experience today!</p><a href="https://www.liveagent.com/customer-support-glossary/helpdesk-support/" title="A help desk is a very important part of your customer service. The main task help desk support is to fix and resolve customer's problems. Look for more." class="urlslab-rel-res-item-arrow" hreflang="en-US" onover-preload="1"></a></div></div><div class="urlslab-rel-res-item urlslab-skip-keywords"><div class="urlslab-rel-res-item-screenshot"><a href="https://www.liveagent.com/customer-support-glossary/web-helpdesk/" title="Discover how businesses use web helpdesk software to manage customer communication from a single platform. 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Service desk can be referred as a specific help desk." data-src="https://assets.flowhunt.io/screenshots/1d230dabdb5bc7cb/8bf6db76b21341e2/1732007376_200.webp" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="36"></a></div><div class="urlslab-rel-res-item-text"><p class="urlslab-rel-res-item-title"><a href="https://www.liveagent.com/customer-support-glossary/service-desk/" title="Service desk is a single point of contact between company and customers, users, business partners. Service desk can be referred as a specific help desk." hreflang="en-US" onover-preload="1">Service desk</a></p><p class="urlslab-rel-res-item-summary">Service desk is a single point of contact between company and customers, users, business partners. Service desk can be referred as a specific help desk.</p><a href="https://www.liveagent.com/customer-support-glossary/service-desk/" title="Service desk is a single point of contact between company and customers, users, business partners. Service desk can be referred as a specific help desk." class="urlslab-rel-res-item-arrow" hreflang="en-US" onover-preload="1"></a></div></div><div class="urlslab-rel-res-item urlslab-skip-keywords"><div class="urlslab-rel-res-item-screenshot"><a href="https://www.liveagent.com/customer-support-glossary/customer-support/" title="Learn what customer support is and why it matters. Come and explore best practices and innovative strategies to elevate your support game." hreflang="en-US" onover-preload="1"><img alt="Learn what customer support is and why it matters. 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