Online tools that help desk staff can use to assist customers are less common, although implementations are underway and others are widely planned. Web access to online help documents is common, but few help desks offer access to a knowledge base or automated problem-report tracking systems. Although intelligent “learning and adapting” frequently asked questions (FAQ) systems are very rare, their growth rate appears high. Although intelligent “learning and adapting” frequently asked questions (FAQ) systems are very rare, their growth rate appears high. Only about 35% of respondents say their institutions use self-service tools effectively to reduce demand for help desk services. Helpdesk automation capabilities were widely used across the survey population, with a strong majority of institutions adopting or planning to adopt each of the five we surveyed. This feature endorsement we chose to ask for is likely related to commercial help desk management software vendors' typical bundling of such features, along with others. Over 60% of the institutions interviewed stated that they use or intend to use an integrated system of this type. The respondent showed less progress in implementing tools that enable helpdesk staff to provide support. Although the implementations of these two tools: a website for accessing help desk documents and a set of