Fresh desk, a commonly used helpdesk software is highly recognised for its affordability, outstanding features and user friendly functioning. The gamification techniques provided by Fresh desk is widely recognised and implemented by developers across the globe. It is basically a cloud-based software that readily transfers electronic mails to online tickets which makes communication easy, simple and accurate. The free version of fresh desk available helps in better understanding and testing of its system and processing before purchasing premium packages. Its availability in the form of mobile applications assists in easy management of the ticketing process and enables administrators resolve all queries raised by the customers quickly.