Help Desk Software, How To Choose

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

The reason for this document is to try and simplify the procedure for you. This article will deal with common issues that everyone in the help desk software market should understand prior to making the final selection. Considering these issues will help you make a more knowledgable conclusion.

Customer Support Software – Architecture

The issue that tends to generate the most confusion 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 excellent 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 businesses continue to sell C/S solutions is due to the conclusion that they do not have the expansion assets to adapt 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, anytime with any browser

• Access to all features and functions anytime and from anywhere

When you begin to demo different customer support software solutions please take note if you are required to load code on your computer to begin the demo. If so, you are not doing business with a vendor that gives a web-based solution. True web-based

structures need only a web address 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 computer. Make sure you assess the solution you are going to buy! If you do purchasea C/S solution, please take note that web-enabled add-on modules wont give you full access to all of the features when you are at a remote location.