1. A help-ticket assignment system, comprising: a request analyzer module configured to receive a digital help-desk request for assistance from a user and determine a characteristic of the digital help-desk request; a task load monitor module configured to determine availability and suitability of a help-desk resource based on the characteristic of the digital help-desk request; and a help-ticket assignment module configured to assign a help-ticket to the help-desk resource based upon the characteristic of the help-desk request, the determined availability and suitability of the help-desk resource, and a priority and a severity of an outstanding and unresolved issue.