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A helpdesk is software that companies use to support internal and external customers.
Though support can be provided through channels like email, phone, chat or even twitter, a helpdesk has specific qualities that makes the process easier for agents and customers.
Some companies can keep their helpdesk invisible to their customers, so that the support they provide seems more personal. In that case, the agents will be able to access all the helpdesk functionalities but the customer portal of the helpdesk will be hidden.
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