A helpdesk is the software a support team uses to receive, organize, and respond to customer requests from a single shared workspace, across digital channels like email, chat, and messaging. It turns scattered inbound conversations into structured tickets that can be assigned, tracked, and resolved.
A helpdesk is the system of record for support. It captures each request, attaches context and history, routes it to the right person or workflow, and measures how the team performs against it. Modern helpdesks for digital channels include Front, Zendesk, and Gorgias. The helpdesk is where the work lives, which makes it the natural place for AI to do that work rather than sit beside it in a separate tool.
Aide, the agentic AI platform for customer experience, is helpdesk-native: it works inside Front, Zendesk, and Gorgias rather than asking a team to adopt a new console. The goal is not to replace the helpdesk. It is to resolve requests directly in it, intent by intent, so the team's existing workflow stays intact and the work gets done where it already happens.
Frequently asked questions
- Is a helpdesk the same as a CRM?
- No. A helpdesk manages support requests and conversations. A CRM manages the broader customer relationship and sales pipeline. The two often integrate, but they solve different problems.
- Does Aide replace my helpdesk?
- No. Aide works inside your existing helpdesk on digital channels such as email, chat, and messaging. It resolves requests in the tool your team already uses, rather than asking you to switch.