A service desk software is a type of software used by support teams to manage customer and/or employee inquiries and issues. It typically has a ticketing system and can include additional features such as automations, integrations, analytics software, and knowledge bases. Some common types of help desk software include internal help desk software, external help desk software, web help desk software, on-premise help desk software, and open-source software. Popular trends in help desk software include the use of AI-powered chatbots and self-service options.