Help Desk Software UsesSoftware Log and track incidents Software to manage call queues, set call priorities, assign calls, and escalate calls Record contactsSoftware to store, edit, and recall customer information Research products Database of supported products, including features, limitations, versions, constraints, bugs, availability, and online help files Run diagnostics Diagnostic utility software, including remote access to customer’s computer Research a knowledge base Database of common problems and their solutions Collect customer feedback Software to collect customer feedback