Help Desk Software Open Source is a tool used for by support professionals to automate their tasks. This software has a source code that is made available for users to examine, make modifications, and to integrate it with other system requiring more service than it offers as compared to its closed-source counterpart. Some of the features in a help desk software open source are that it offers self-service capabilities via the web and mobile, this eliminates the need for customers to directly contact the support for registering and solving issues. It automates incident, problem and request management thus assisting end users to find solution to products, software, hardware and other technical/operational related issues. The availability of the source code allows developer to make modification to all this features making it more robust for example, enabling users to make review about their satisfaction. Some of them provide an interface which helps in keeping track of key performance indicator which governs the service delivery process thus ensuring a more effective and delivery of support services. Help desk software open source enhance its knowledge bank using artificial intelligence (AI) for learn problem and providing smarter solutions to problem