Question 1

What is help desk software?

Accepted Answer

Help desk software is a platform that manages support tickets, customer inquiries, and service requests from a shared inbox. It helps teams assign, prioritize, track, and resolve issues across multiple channels like email, chat, and phone.

Question 2

What's the difference between help desk and ITSM software?

Accepted Answer

Help desk tools focus on customer support ticketing, while ITSM (IT Service Management) platforms add internal IT workflows like change management, asset tracking, and incident management. Many modern tools like Jira Service Management bridge both.

Question 3

How much does help desk software cost?

Accepted Answer

Pricing is usually per agent per month. Entry-level plans start around $10–$15/agent/month, mid-tier plans run $20–$50, and enterprise plans exceed $100. Free tiers are available from vendors like Freshdesk, Zoho Desk, and HubSpot.