Customer Service CRM platforms provide the case management and agent workspace layer for support teams — unified ticket intake across email, chat, phone, and social; case routing and assignment; SLA tracking; customer context and history; macros and automation rules; escalation workflows; and reporting on resolution metrics. The category is the system of record for every customer interaction, tying together the ticket lifecycle from creation through resolution. It spans full-service enterprise platforms (Salesforce Service Cloud, ServiceNow CSM) and SMB-focused help desks (Zendesk, Freshdesk, Help Scout) that combine ticketing with lightweight knowledge base and chat capabilities.