Help Desk is a software tool, an automated system for controlling and processing the fulfillment of user requests (tickets). It is an important auxiliary tool of the technical support service. The main task of Help Desk is to assist users in solving the simplest questions, such as software installation, navigation through the web-interface, and help with settings.
Help Desk is the primary system for receiving requests. If a user needs qualified help from a Help Desk specialist to solve complex issues, the system will redirect the request to a qualified expert. The system works in real time and users receive answers, usually on the portal or by e-mail.