I'm looking for information on internal help desks. How does your call center handle it when a customer service rep needs assistance answering a customer question? Do you have an assist or help desk, do they find someone or use chat or IM?

I'm looking for information on internal help desks. How does your call center handle it when a customer service rep needs assistance answering a customer question? Do you have an assist or help desk, do they find someone or use chat or IM?