Helpdesk software is a set of tools that allows organizations to manage and respond to customer support requests. The software is designed to streamline the support process, improve communication and increase customer satisfaction. Helpdesk software typically includes the following features:

• Ticket Management: Allows customers to submit support requests, track their status and receive updates on their progress.

• Automated Responses: Provides automated responses to common customer inquiries, reducing the need for manual intervention.

• Email Integration: Allows organizations to manage support requests that come in through email, and respond to them directly.

• Knowledge Base: Enables organizations to create a library of frequently asked questions (FAQs) and other helpful resources that customers can access on their own.

• Multi-Channel Support: Allows organizations to manage customer support requests from multiple channels, such as phone, chat, and social media.

• Reporting and Analytics: Provides detailed reports on customer support activity, such as ticket volume, resolution times, and customer satisfaction ratings.

• Self-service portal: Allows customers to access their support tickets, track their progress and access to the knowledge base.

• Mobile and Remote access: Allows support agents to access the system from mobile devices and remotely manage support requests.

Overall, helpdesk software is designed to streamline the customer support process, improve communication and increase customer satisfaction. It allows organizations to manage customer support requests effectively, respond quickly to customer inquiries and monitor the performance of the support team.