Helpdesk software
Helpdesk software is the platform support teams use to receive, track, and resolve customer tickets across channels.
Helpdesk software is the platform support teams use to receive, track, and resolve customer tickets across channels (email, chat, web form, voice). The category includes Zendesk, Freshdesk, Intercom, Help Scout, Salesforce Service Cloud, Gorgias, Front, Kustomer, HubSpot Service Hub, and others.
In context
The helpdesk category is mature. Per-seat pricing typically runs $15-$200/agent/month depending on edition and feature mix. AI features are usually paid add-ons rather than included; QA is often a separate SKU. The total program cost stacks faster than the headline per-seat number suggests.
Modern helpdesk software is the ticketing layer; the AI layer sits either inside (Zendesk AI, Freshservice Freddy, Salesforce Einstein) or on top (Auralis, eesel AI, and similar stack-spanning platforms).
The architectural choice for AI-for-support: bolt onto the existing helpdesk's AI feature set, or layer a stack-spanning AI on top. The trade-off is depth-in-one-stack vs. coverage-across-multiple-stacks.
How Auralis uses Helpdesk software
Auralis runs against the helpdesk your team already uses, Zendesk, Freshdesk, Intercom, Salesforce, custom, or hybrid. No helpdesk replacement required to add the Auralis AI layer.