Help Desk software systems used in organisations are typically used to record faults.  These users name will be on the record of the fault, saying what the problem is, how the problem was resolved and by whom. Faults can be assigned to a particular person. Middleton and Marcella (1996) found that 62.1% of UK Help Desks used some sort of Call logging software/tracking system. These faults can be received typically received via email, telephone and over the web.

As with the organisation of the Help Desk the type of software system used will depend on the type of Help Desk services provided.  Thomas (1996) writes that to cope with demand for the Help Desk services.  Help Desks are using call-handling software to record and track calls.  Typically call tracking software works by recording the details of a problem, obviously not every problem will be recorded only problems that have come to the second line support from first line support.  The customer details as mentioned previously are recorded and the problem is given the status open until the problem has resolved then it is recorded as closed.   Within call tracking software there is usually a way of specifying the importance of a problem.  Thomas (1996) writes that outstanding calls should be continually highlighted therefore any service level agreement can be met and this should be visable to everyone.  Support analysts should be prompted by the system to enter the Call information in a IT Consultancyl manner.