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Customer Service vocabulary · Support Tools & Self-Service

Help desk

Meaning in customer service, with examples

/ˈhelp desk/nounCore term

In customer service, help desk means: A team or service, often inside a company or for software products, that answers users' questions and solves their technical problems.

In Turkish: yardım masası, destek masası, BT destek birimi

How it is used

Often used for IT support: employees contact the help desk or raise a ticket with the help desk when their laptop or password stops working. Also written helpdesk. Help desk software is a ticketing tool for support teams.

Example sentences

  1. If you can't log in, call the help desk on extension 4000.

  2. Our help desk handles about 300 tickets a week.

Common collocations

  • IT help desk
  • contact the help desk
  • help desk software
  • help desk analyst
  • technical supportHelp given to customers who have problems using a product, especially devices, software or internet services.
  • ticketing systemSoftware that records each customer request as a ticket and helps a team assign, track, prioritise and close them.
  • first-line supportThe first level of a support team, which receives all incoming requests, solves simple problems and escalates the rest.
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Support Tools & Self-Service

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