Support software is mostly used to follow support issues. However, certain firms use it externally so that their employees can submit reports and also it helps to manage extrinsic requests from users. When it is used intrinsically, support software becomes a process instead of software. Toby Osbourn in his article on innovationenterprise.com presented the benefits of using it internally and they are as follows:

1. Queuing and Logging.
2. The value for spotting training requirements.
3. The value for upgrading systems and equipment.
4. The value in reducing support time.

Read more at: https://channels.theinnovationenterprise.com/articles/7932-support-software-as-an-agent-for-change