### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Help Desk Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Help Desk Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Help Desk Software Articles [![Top 11 Free Help Desk Software for Small Businesses in 2024](https://learn.g2.com/hubfs/G2CM_BI115_Backlog_Images_%5BService_desk_vs_help_desk%5D_V1b.png "Top 11 Free Help Desk Software for Small Businesses in 2024")](https://www.g2.com/articles/best-free-help-desk-software) [ ### Top 11 Free Help Desk Software for Small Businesses in 2024 ](https://www.g2.com/articles/best-free-help-desk-software) Every growing business encounters a daily onslaught of support requests from potential and existing customers. Even the most elite customer support teams can be defeated by the endless inquiries. The results: missed emails, ignored phone calls, a million open tickets on the support spreadsheet, and a sharp decline in customer satisfaction. [ ![Soundarya Jayaraman](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Soundarya Jayaraman") SJ ](https://learn.g2.com/author/soundarya-jayaraman) by Soundarya Jayaraman [![What Is Automated Customer Service? (+ 4 Ways to Implement It)](https://learn.g2.com/hubfs/G2CM_BI069_Backlog_Images-%5BAutomated_customer_service%5D_V1b.png "What Is Automated Customer Service? (+ 4 Ways to Implement It)")](https://www.g2.com/articles/automated-customer-service) [ ### What Is Automated Customer Service? (+ 4 Ways to Implement It) ](https://www.g2.com/articles/automated-customer-service) If you haven’t noticed, bots are taking over the world. [ ![Alexa Drake](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexa Drake") AD ](https://learn.g2.com/author/alexa-drake) by Alexa Drake [![Service Desk vs Help Desk: How to Tell Them Apart](https://learn.g2crowd.com/hubfs/Stock%20images/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers,%20manager%20giving%20training%20and%20education%20instructions.jpeg "Service Desk vs Help Desk: How to Tell Them Apart")](https://www.g2.com/articles/service-desk-vs-help-desk) [ ### Service Desk vs Help Desk: How to Tell Them Apart ](https://www.g2.com/articles/service-desk-vs-help-desk) It bothers me when things don’t work the way they should. [ ![Zack Busch](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zack Busch") ZB ](https://learn.g2.com/author/zack-busch) by Zack Busch ## Help Desk Software Glossary Terms [![Self-Service Portal](https://learn.g2.com/hubfs/G2CM_GI599_Glossary_Article_Images-%5BSelf_Service_Portal%5D_V1a.png "Self-Service Portal")](https://www.g2.com/glossary/self-service-portal-definition) [Self-Service Portal](https://www.g2.com/glossary/self-service-portal-definition) Self-service portal is an online resource center visitors use to troubleshoot problems without a customer service representative. Learn about its benefits. by Holly Landis [![Live Chat](https://learn.g2.com/hubfs/G2CM_GI470_Glossary_Article_Images-%5BLive_Chat%5D_V1b.png "Live Chat")](https://www.g2.com/glossary/live-chat-definition) [Live Chat](https://www.g2.com/glossary/live-chat-definition) Live chat is a website tool that allows customers to chat with the company in real time. Learn more about live chat. its common features, and benefits. by Whitney Rudeseal Peet [![SLA management](https://learn.g2.com/hubfs/SLA_management.png "SLA management")](https://www.g2.com/glossary/sla-management) [SLA management](https://www.g2.com/glossary/sla-management) SLA management is the process of ensuring that all the services and procedures of a business align with the service level agreement (SLA). Learn more about why SLA management is essential, the benefits it offers, and which best practices are appropriate for it. by Amal Joby ## Help Desk Software Discussions 0 Question on: Jira Service Management [What is Jira Service Management used for?](/discussions/what-is-jira-service-management-used-for) What is Jira Service Management used for? the tool is basically used for ticketing the IR or the Incident management process Answered: Sangem Poorna Chandar on April 30, 2025 It is used to manage service requests, incidents, and support workflows across IT, HR, and customer service teams with SLA tracking and automation Answered: Vikash Deep Bhaskar on January 4, 2026 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/what-is-jira-service-management-used-for/comments/new?remote=true) 0 Question on: TeamSupport [What is TeamSupport used for?](/discussions/what-is-teamsupport-used-for) What is TeamSupport used for? It is a software that allows user to interact in an organization and create tasks and tickets Answered: Kritik Chugh on March 7, 2025 [Your answer](/discussions/what-is-teamsupport-used-for/comments/new?remote=true) 0 Question on: ManageEngine ServiceDesk Plus [What is ManageEngine ServiceDesk Plus used for?](/discussions/what-is-manageengine-servicedesk-plus-used-for) What is ManageEngine ServiceDesk Plus used for? Comment deleted by user. Answered: Ankit Pal on November 4, 2023 ManageEngine ServiceDesk Plus is used for IT service management (ITSM), including: Incident, problem, and change management Service request handling and SLA tracking Asset and CMDB management Automation workflows and approvals Reporting and compliance It helps IT teams streamline support operations, improve response times, ensure SLA compliance, and enhance end-user satisfaction. Answered: Rahul Rai on February 8, 2026 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/what-is-manageengine-servicedesk-plus-used-for/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/help-desk/resources?discussions_page=10) - [1](/categories/help-desk/resources) - [2](/categories/help-desk/resources?discussions_page=2) - … - [7](/categories/help-desk/resources?discussions_page=7) - [8](/categories/help-desk/resources?discussions_page=8) - [9](/categories/help-desk/resources?discussions_page=9) - [10](/categories/help-desk/resources?discussions_page=10) - 11 - [12](/categories/help-desk/resources?discussions_page=12) - [13](/categories/help-desk/resources?discussions_page=13) - [14](/categories/help-desk/resources?discussions_page=14) - [15](/categories/help-desk/resources?discussions_page=15) - … - [123](/categories/help-desk/resources?discussions_page=123) - [124](/categories/help-desk/resources?discussions_page=124) - [Next ›Next ›](/categories/help-desk/resources?discussions_page=12) ## Help Desk Software Reports Mid-Market Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Spring 2026 G2 Report: Momentum Grid® Report