Help Desk Software for Small Business: A Beginner’s Guide New to help desk software? Learn what it is, which features small businesses need, how to choose a tool, and the mistakes to avoid.   If you run a small business, then customer enquiries will probably come at you from all angles. A call when you’re serving someone else, one email here, a Facebook message there, and a WhatsApp ping at 9 p.m. You keep everything in your head first. Then the message comes in, the unhappy client follows up, and you find out that nobody knew who was meant to answer.   In such a case, help desk software is useful. This guide covers what it is, when you need it, what features to look for, and how to choose one without breaking the bank.     What Is Help Desk Software?   Help desk software gathers customer messages from all your channels into one mailbox. Each communication is a ticket, a record of the request with an owner, a status (open, pending or resolved)...