The following have recently been added to our FAQ section:

What is A Help Desk ?
Essentially, a help desk is a central point through which problems or issues can be reported and managed

What software is available?
The number of help desk products are wide and varied, and range from simple ticket tracking to fully integrated Customer Relationship Management systems

What are the common functions of help desk software products?
Functionality is varied but the core elements tend to be the recording and tracking of support requests. Reporting is also very important, and increasingly, service level management functions.

What is ITIL?
ITIL (IT Infrastructure Library) is a management discipline and protocol for the IT environment.

What is a web enabled helpdesk?
Basically a help desk which interfaces through a web browser (eg: IE, Netscape, Opera).

Where can I find some help desks to trial?
Try our Weblinks Directory, or maybe our Download Section. The entries within were all submitted by leading helpdesk vendors (we don't charge a fee).