Multi-level SLAs may involve more than one service provider and different sets of customers. The levels can be:

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Help desk software is a tool to help manage employee or customer inquiries and service requests. This type of software typically offers features such as ticket tracking, automated responses, and self-service portals, allowing end-users to quickly get help without going through a lengthy process.

Companies use it to centralize the requests for support – commonly called “tickets” – because it allows the Customer Support Department to route the request to the right agent, keep a history of the interactions between that employee and the support department, and provide self-service tools such as a knowledge base and ticket status for faster resolution.

According to Market Research Future, the help desk software market value is projected to reach 18.0 USD Billion by 2032.

Typically, help desk software connects to the customer contact points: email, text support, chatbots, and self-service portals, routing the queries uniformly to the service desk team. The software will also be connected to the customer database as well as to the knowledge base for providing clear replies to customer queries.

Modern help desk solutions also have analytics and deep learning capabilities to help you further optimize your helpdesk. These systems deliver actionable insights for better management of resources and resolve any bottlenecks in the ticket management pipeline.

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InvGate Service Management is a help desk solution for all types of companies. Its easy-to-use interface and Low-Code/No-Code capabilities make it a flexible tool that can adapt to multiple industries — from IT and

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