Help Desk Software, How To Choose
There are so many help desk software providers out there, packages ranging from free to over $4,000 per advanced user (i.e. Technical Support Rep or Customer Support Rep) and a vast list of architectures, internet services, and features to choose, selecting the right IT help desk software for your organization can be a time consuming and frustrating process.
The reason for this article is to try and make easier the process for you. This industry brief will address general issues that everyone in the help desk software market should understand before making the final choice. Understanding these issues will help you make a more knowledgable conclusion.
Customer Support Software – Architecture
The issue that seems to cause 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 dying breed. At one point, an great step up over main frame solutions, C/S technology has been phased out due to the availability and benefits 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 development resources to adapt 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 on the web, anytime with any browser
- Full access to all features and functions at anytime and from anywhere
When you start to demo different customer support software solutions please take note if you are required to load code on your computer to starts the demo. If so, you are not dealing with a business that gives a web-based solution. True web-based structures need only a URL in order to try a demo.
So, if the vendor emails you a 5 MB exe. file to demo their solution, you are not looking at a 100% web based help desk software solution. The file that business is sending you is either front ending a C/S system or is a entire canned demo on your desktop. Make sure you assess the solution you are going to buy! 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 at a remote location.
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