What is the difference between help desk and CRM software?

Help desk software (Zendesk, Freshdesk, Intercom) manages customer support tickets and conversations — it's reactive, focused on resolving issues efficiently. CRM software manages the full customer relationship — proactive outreach, deal tracking, and revenue. Many growing businesses need both: a CRM for sales and customer success, and a help desk for support tickets. HubSpot and Salesforce blur this line by offering both in an integrated suite.