The Help Desk Software Blog

Help desk CRM software provides internal service and support solutions that automate the help desk and service desk function. Typical help desk CRM software functionality includes call management, call tracking, knowledge management, problem resolution, remote control, and self-help capabilities.

CRM and call center software specialize in solutions that help automate the call center and customer management process including customer identification, communications, segmentation, analysis, sales and marketing. Some vendors in this category offer complementary solutions in the form of sales force automation (SFA), help desk software, and related front/back office solutions.

Knowledge management enables companies to more effectively manage structured data, unstructured information, collaboration, and document management. While a majority of these vendors focus specifically on knowledge sharing, search and categorization tools, some offer complementary products in the form of help desk automation, customer relationship management (CRM), call center management, and related front/back office solutions.