Help Desk can be a communication center for medium and Large organization where all the information flows in and flows out. It acts as as communication hub.
There need to be a good software to handle and distribute all the flowin information. Help desk may receive information in the form of service requests which are to the dispatched to the corresponding authorities of the organization and frequently followed up in-order to make same that the process in completed as scheduled.
A good help desk software should have the option to departmentalize the organization integrated into the schedule calendar and have all the contact details available so that the help desk operative will he able to distribute the information follow the process and update the connected parties with day to day / step by step updates on the process.
Also it is better than the software Auto-remains the operators on the tasks pending and to be followed up . The entire process can be automatized in such a way that each update in the process is automatically communicated to all the concerned parties.