Choosing Help Desk Software
There are so many help desk software providers out there, prices ranging from free to over $4,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and a vast list of architectures, internet services, and features to evaluate, choosing the right issue tracking software for your organization can be a time sucking and frustrating process.
The drafting of this article is to try and make easier the process for you. This article will address ordinary issues that everyone in the help desk software market should understand before making the final selection. Considering these issues will help you make a more educated decision.
Help Desk Software – Architecture
The issue that seems to generate the most uncertainty in our industry is client/server web-enabled solutions (C/S) vs. 100% web-based solutions. In general, C/S architected solutions are dying breed. At one point, an great improvement over main frame solutions, C/S technology has been phased out due to the accesability and rewards of web-based solution architectures. The main reason some helpdesk software vendors continue to sell C/S solutions is due to the fact that they do not have the expansion resources to convert their older product to a web-based architecture. Some of the advantages that web-based solutions have over C/S solutions include:
- No client-side software installation, updates, or support
- Log in from anywhere on the web, anytime with any browser
- Full access to all features and functions anytime and from any place
When you begin to try different customer support software solutions please take note 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 offers a web-based solution. True web-based structures need only a web address in order to do a demo.
So, if the vendor sends you a 5 MB exe. file to try their solution, you are not seeing a 100% web based helpdesk software solution. The file that vendor is sending you is either front ending a C/S system or is a complete canned demo on your desktop. Make sure you evaluate the solution you are going to buy! If you do buya 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 at a remote location.
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