Helpdesk Software
The ticketing system a support team uses to receive, route, and resolve customer requests across channels (email, chat, social) from one shared inbox.
Helpdesk platforms centralize inbound support requests from multiple channels into a shared queue, with routing rules, SLA tracking, and canned-response/macro tooling for agents. Most vendors in this category now layer AI features on top of the core ticketing workflow — auto-suggested replies, sentiment/priority detection, auto-summarization of long threads — as an add-on to human-agent workflows, which is the key distinction from a fully autonomous AI Support Agent that resolves tickets with no human in the loop. Buyers should check whether AI features are included or a separate paid add-on, since pricing structures vary across the category.
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