Help Desks are very handy to companies. Period. But still, we don’t think they solve the problem as efficiently as they could. Can you imagine a scenario in which your work goes unified in order to solve customers’ issues?
Think about it, technologies come and go every day. It has become common for people to forget about tools and social networks they used to be part of (e.g. Flickr, MySpace and even Twitter). Although these tools still exist, they usually go through a wave of use — which keeps increasing until it breaks.