Helpdesk software provides a single point of contact for staff members, or customers can submit their queries or concerns. The Helpdesk software helps businesses solve customer issues and queries by handling tickets from receipt to resolution. The software also offers agents various support options and tools that encourage collaboration to answer questions efficiently and promptly. Help desk solutions are typically classified under the larger IT Service Management category. But the precise term "help desk" relates to the particular process of dealing with customer concerns, and IT service management also assists internal audiences (your staff). Certain CRM systems can have the help desk feature and vice versa. Some help desk applications may also have functions for CRM.