Choosing Help Desk Software

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Categorized | Guest Blogger

There are so many help desk software providers out there, packages ranging from free to over $5,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and a vast list of architectures, internet services, and features to choose, choosing the right help desk software for your company can be a time consuming and aggravating process.

The purpose of this article is to try and make easier the procedure for you. This paper will address common issues that everyone in the help desk software market should understand prior to making the final choice. Understanding these issues will help you make a more informed conclusion.

Help Desk Software - Architecture

The issue that seems to generate the most confusion in our industry is client/server web-enabled solutions (C/S) vs. 100% web-based solutions. In general, C/S architected solutions are quickly depreciating. At one point, an great improvement over main frame solutions, C/S technology has been phased out due to the accesability and advantages of web-based solution structures. The main reason some helpdesk software businesses continue to sell C/S solutions is due to the conclusion that they do not have the expansion resources to convert their elder product to a web-based architecture. Some of the advantages that web-based solutions include over C/S solutions include:

No client-side software install, updates, or support

Access to all features and functions anytime and from any place

When you start to try different customer support software solutions please take notice if you are required to load code on your desktop to begin the demo. If so, you are not doing business with a business that gives a web-based solution. True web-based structures need only a URL in order to see a demo.

So, if the business sends you a 5 MB exe. file to demo their solution, you are not seeing a 100% web based IT help desk software solution. The file that vendor is emailing you is either front ending a C/S system or is a complete canned demo on your computer. Make sure you evaluate the solution you are going to purchase! If you do purchasea C/S solution, please note that web-enabled add-on modules will not give you full access to all of the features when you are in a browser on the web.