Help desk software is usually simple to use. Once someone submits a query (or a ticket) via the digital interface, email or chat – your helpdesk staff is notified, and a ticket is opened. Next, a support agent owns the ticket. Via the software, the support agent will be able to track progress, communication and record the resolution. Help desk software also allows your team to aggregate frequently asked questions and create a knowledge bank of self-serve resolutions for users.