Service desk

A service desk is the one place where customers or staff send a question or a problem, and someone tracks it until it's sorted. In a big company it's a whole team with ticket numbers. In a small team it's usually a shared inbox and a list of who's answering what. We work with a solo brow and lash artist whose booking questions arrived in Instagram messages during appointments. An AI helper (the industry calls it an agent) now answers price and availability questions and sends the booking link, so fewer enquiries get missed. Anything about allergies or skin still goes straight to the artist, because those answers need a person who knows the client.