# What is Helpdesk / Ticketing?

What is Helpdesk / Ticketing? A system for managing inquiries: Zendesk, Gorgias, Freshdesk. Consolidates inquiries from all channels into a single view.

## How it works in practice

A helpdesk is the difference between chaotic and professional service. Without one: inquiries get lost, answers contradict each other. With one: every inquiry is numbered, owned, and bound by an SLA.

## Related metrics

- Customer Service — the helpdesk is the tool
- CRM — sometimes integrated
- NPS/CSAT — the helpdesk supports measurement
- Macros — quick replies to recurring questions

## Common misconception

'Gmail is enough.' Up to 20 inquiries/day, maybe. Beyond that, tickets get lost, there's collision, and no measurement. Gorgias for Shopify costs $10/month.

## How to fix it

Helpdesk overloaded? (1) FAQ/Help Center — filters out 30-40% of questions, (2) a chatbot for common questions, (3) macros for recurring replies, (4) is there a systemic issue driving high volume?

## Real-world example

A fashion store: 400 inquiries/month via Gmail, 15% lost. Switching to Gorgias with macros for 80% of questions cut response time from 18 hours to 3.

## Where to start

Move to a helpdesk once you exceed 20 inquiries/day. Shopify: Gorgias. WooCommerce: Freshdesk or Help Scout.

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Category: Customer Experience · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/helpdesk-ticketing