A help desk is a software tool or team of human agents that enable a company to support its customers in real time. The help desk serves two primary functions: It answers questions customers may have about products or services and it assists customers with technical support and solutions to problems². A help desk system streamlines support requests within a single interface. It includes automation and categorization features to organize customer issues and prevent escalation. This enables help desk agents to cross-reference multiple engagements to quickly provide the best possible solutions to end users².