Zendesk is a professional-grade help desk system. In general, a help desk is where your end-users go to for support, when they can't solve an issue themselves or through the help of others. Working with a professional-grade system gives your customers a comforting service experience, and it allows you to monitor and improve your support services while being able to capitalize on the end-user feedback to further improve your products and services. In IT lingo the help desk (or Service Desk in ITIL terms) is the Single Point of Contact for all communication between the IT users and the IT department. A help desk system provides IT with work flow that supports the process of providing structured service and support to the end-users.