Help desk software is primarily used for streamlining all communications into a single unified inbox. However, it can also be used to manage and monitor SLAs (77% of support desks have formal service level agreements), store customer data, and create customer portals.
Customer portals are self-service hubs that contain knowledge bases filled with articles, forums, and FAQs that answer common customer inquiries. Self-service portals are one of the most sought-after help desk features because they enable businesses to provide 24/7 support.
According to Harvard Business Review, more than 81% of customers attempt to solve problems independently before reaching out to customer support representatives because it takes less effort and time. As such, more than 91% of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.
If customers don’t find the answers they need in a knowledge base, they turn to other channels. According to a survey, 40% of customers contact a call center after failing to find answers with self-service.
SLA prevalence
#SLAPrevalence
#ServiceLevelAgreement
77%
Customers are keen to use knowledge bases
#KnowledgeBases
91%
of survey respondents say they would use an online knowledge base if it were available and tailored to their needs.
ZenDesk
Customers prefer self-service
#CustomersPrefer
81%
of all customers attempt to solve problems independently before reaching out to support reps.
Harvard Business Review
When do customers contact call centers?
#CallCenter
40%
of customers contact a call center after they have first looked for answers to their questions via self-service.
ZenDesk
Customer service statistics 
Call center statistics 
Help desk statistics 
Live chat statistics 
Knowledge base statistics 
Social media service statistics 