l support), and prioritized depending on urgency. If a ticket remains unresolved for a certain period, the system can flag it for escalation.</p>
</li>
<li>
<p><strong>Customer History</strong>: Help desks also maintain a history of all past interactions with customers. Let’s say a customer contacts support multiple times about an ongoing issue. Rather than sorting through email threads, the agent can see the entire conversation history in one place, enabling them to address the issue with full context an