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 from our experts, feature definitions, discussions from users like you, and reports from industry data.
Help Desk Software Articles
Help Desk vs. Service Desk: Similarities and Differences Based On G2 Data
If I ask three people to define the difference between a help desk tool and a service desk solution, I'll get three answers. If I ask software vendors, I'll get a fourth.
by Darshayita Thakur
What Is Automated Customer Service? (+ 4 Ways to Implement It)
If you haven’t noticed, bots are taking over the world.
by Alexa Drake
Help Desk Software Glossary Terms
Help Desk Software Discussions
0
Question on: Fin
Are there any plans for dark mode of intercom?
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Hi Gabijus,
There's no official dark mode (yet!) but if you'd like to take a look, there are some pretty good chrome extensions out there.
If we do launch an official dark mode, you'll hear all about it!
Cheers,
Phil
0
Question on: Gmelius
Is there a feature to send an email and tag it for follow up at a future date/time?
To customer: I will follow up with you on Tuesday, November 10th to see if your product has arrived.
Hi Patty,
Thanks for reaching out! Yes we do have such a follow up feature. Our Support team would be more than happy to give you the 101. Feel free to drop us a line at: support@gmelius.com
0
Question on: atSpoke
Best practices for reminding people to keep using the tool?
I'm a little concerned that we might reach a "use it or lose it" stage where some of our more tenured employees simply won't adopt theh platform. People are ultimately resistant to change. Any tips for keeping the tool front of mind for when people eventually forget that it's around and helpful?
Ultimately with any service desk tool, it comes down to communication repetition and constantly showing how helpful and powerful the tool is. We bring up our atSpoke Slack bot in almost every all-hands meeting, talking about a new team that is using it for some process, or dropping the classic "if anyone has any questions or needs any help with *whatever* be sure to message atSpoke for help"
Hey Jason,
Good question - adoption is something that's always top of mind for companies adopting new SaaS tools. A few things that we've found help to encourage employee adoption:
- Running pilots for teams (this can be tailored for diverse use cases and teams such as an HR team looking to streamline employee onboarding or an IT team looking to scale up requests for new hardware)
- Connecting to key systems like Slack, Bamboo HR, or Okta (atSpoke integrates with many of your favorite SaaS platforms - reminding employees of how easy it is to use these tools in atSpoke will help encourage adoption)
- Getting the word out via Slack, email, or other organizational communication platform (remind new and old employees of the tool & feel free to link out to our Help Center if they have any questions)
Let us know how it goes - we're always here to help 👍🏼.
- Jonathan
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Help Desk Software Reports
Mid-Market Grid® Report for Help Desk
Fall 2026
G2 Report: Grid® Report
Grid® Report for Help Desk
Fall 2026
G2 Report: Grid® Report
Enterprise Grid® Report for Help Desk
Fall 2026
G2 Report: Grid® Report
Momentum Grid® Report for Help Desk
Fall 2026
G2 Report: Momentum Grid® Report
Small-Business Grid® Report for Help Desk
Fall 2026
G2 Report: Grid® Report
Enterprise Grid® Report for Help Desk
Summer 2026
G2 Report: Grid® Report
Small-Business Grid® Report for Help Desk
Summer 2026
G2 Report: Grid® Report
Mid-Market Grid® Report for Help Desk
Summer 2026
G2 Report: Grid® Report
Grid® Report for Help Desk
Summer 2026
G2 Report: Grid® Report
Momentum Grid® Report for Help Desk
Summer 2026
G2 Report: Momentum Grid® Report





