"A customer service trouble ticketing (or help desk) is
an information and assistance resource that helps the resolution of
computer related problems. Companies seeking to offer better
customer service often provide help desk support via the telephone,
website, and or by email. Help desks may also be established simply
for internal use, to provide help to a firm's employees. The
importance of the help desk cannot be overrated, and it represents
a core part of a successful business.
"Help desk software is crucial to the smooth operation of a help
desk and customer support staff. Without high quality software,
tracking help desk support issues can be extremely difficult and
can result in the deterioration of customer relationships. Tracking
and responding to help desk calls is quicker and more effective
when using well designed help desk software. This type of software
helps organisations to manage their email better, as well as
offering powerful request management, and an audit trail, logging
and tracking users' requests for assistance.
"There is a good selection of open source help desk software
available for Linux."