How To Select A Help Desk Solution

There are so many help desk software providers out there, packages ranging from free to over $6,000 per advanced user (i.e. Technical Support Rep or Customer Support Rep) and a vast list of structures, 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 paper is to attempt to and make easier the procedure for you. This paper will address general 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 informed decision.

Issue Tracking Software – Architecture

The issue that seems to cause 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 dying breed. At one point, an excellent improvement over main frame solutions, C/S technology has been phased out due to the accesability and advantages of web-based solution architectures. The main reason some helpdesk software vendors continue to sell C/S solutions is due to the conclusion that they do not have the expansion assets to adapt their elder product to a web-based architecture. Some of the rewards that web-based solutions include over C/S solutions include:

• No client-side software set up, updates, or support

• Log in from anywhere on the web, anytime with any web browser

• Access to all features and functions anytime and from anywhere

When you begin to try different customer support software solutions please take notice if you are required to load code on your computer to begin the demo. If so, you are not dealing with a vendor that offers a web-based solution. True web-based architectures need only a web address in order to see a demo.

So, if the business emails you a 5 MB exe. file to demo their solution, you are not looking at a 100% web based IT 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 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.