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
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Question on: Salesforce Essentials
Can I send mass emails to my customers with Essentials? Is there a way to manage email campaigns?
Mass Email and Marketing Functionality
Yes. With campaign management and list emails, you can send up to 1,000 emails a day. Because Essentials comes equipped with campaign management, you can also track marketing ROI and engagement.
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Question on: Salesforce Essentials
What if I need both sales and customer support ?
All-in-One CRM
That's the beauty of Essentials - the $25/month price includes both sales and customer support! Once you've closed the sale, you're able to provide the best customer service to keep your clients happy.
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Question on: Salesforce Essentials
How do I know if Essentials is the right CRM for my business?
Small Business CRM
Essentials is right for your small business if you're wanting to bring all of your customer sales and support data in one place, as opposed to keeping records on paper or Excel spreadsheets; automate repetitive tasks; create smooth, repeatable processes for your sales and customer support tasks; and have the option to scale your CRM without the hassle of a major data migration. It's ideal for small businesses with a 5-person sales and customer support teams or smaller.
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





