A support portal is an online system that allows customers to access customer service tools, submit requests and view status updates, as well as access information such as how-to guides, FAQs, and other self-service resources. This would be the best solution for the service desk, as it would allow them to easily manage the volume of requests by allowing customers to submit their own requests and view the status of their requests.
Additionally, the portal would provide customers with self-service resources that can help them resolve their own issues, reducing the amount of tickets that need to be handled by the service desk.