SLAs, or Service Level Agreements, are an agreement between your support staff and the customer. They establish the timeline customers should expect when contacting your support staff. This SLA guide will walk you through what an SLA is, how to create one, and the SLA best practices.
Help desk software is a tool used by support members throughout the corporate space to respond to customer questions. It's usually not just one tool, but a combination of many that support technicians use to manage all incoming queries.