Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues.
The history of help desk software dates back to the 20th century when businesses relied mostly on face-to-face interaction to resolve customer issues.
During the 20th-century era, companies used mainly equipment like dictation machines, typewriters, and dumb terminals with access to a mainframe computer, to address customer issues.
In the 1960s, companies began to set up call centers and also train staff to receive and handle customer inquiries in an organized and efficient manner.
In recent times, the internet and networked systems make help desk software more interactive and participatory for customers and agents.
Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution.