This document summarizes the strengths, weaknesses, opportunities, and threats of a help desk solution. The key strengths are that it is easy to set up and implement without extensive training, allows customer conversations to appear like email threads without ticket numbers, and costs less than traditional help desks. Weaknesses include a lack of social monitoring, service level agreements, mobile support, or self-service portals. Opportunities exist in expanding to support larger enterprises and leveraging high prices of competitors. Threats come from many new entrants to the help desk market and established players adding new features at a fast pace.