Choosing Help Desk Software
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 array of architectures, internet services, and features to look at, choosing the right IT help desk software for your business can be a time sucking and aggravating process.
The reason for this article is to try and make easier the procedure for you. This article will deal with common issues that everyone in the help desk software market should understand before making the ultimate choice. Understanding these issues will help you make a more knowledgable decision.
Customer Service Software - Architecture
The issue that tends to generate the most uncertainty in our industry is server/client 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 benefits of web-based solution structures. 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 rewards that web-based solutions have over C/S solutions include:
- No client-side software set up, updates, or support
- Log in from anywhere, anytime with any web browser
- Access to all features and functions at anytime and from any place
When you start to demo 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 dealing with a business that offers a web-based solution. True web-based architectures need only a URL in order to try a demo.
So, if the vendor emails you a 5 MB exe. file to try their solution, you are not looking at a 100% web based help desk software solution. The file that vendor is sending you is either front ending a C/S system or is a entire canned demo on your desktop. Make sure you evaluate the solution you are going to purchase! 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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