A help desk is a piece of software used by a central support team within the union, providing support for all aspects of the union, both internally and externally. 

A help desk is a centralized tool for managing incoming member issues. A help desk lets you organize and record ongoing member issues and provides a reference point for your member-facing teams. Help desks also let you track efficiency metrics to manage the performance of your member-facing team, things like response time, ticket volume, first resolution time, and how many tickets are in which stage of resolution