Help Desk Software, How To Choose
There are so many help desk software providers out there, prices 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 evaluate, selecting the right helpdesk software for your organization can be a time sucking and frustrating process.
The drafting of this article is to attempt to and simplify the process for you. This paper will deal with common issues that everyone in the help desk software market should understand before making the ultimate choice. Considering these issues will help you make a more informed decision.
Issue Tracking Software - Architecture
The issue that tends to generate 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 quickly depreciating. At one point, an awesome step up 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 fact that they do not have the development assets to convert their elder product to a web-based architecture. Some of the advantages 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 anytime and from any place
When you start to try different customer support software solutions please take notice if you are required to load code on your computer to starts 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 see a demo.
So, if the vendor sends you a 5 MB exe. file to try their solution, you are not looking at a 100% web based helpdesk software solution. The file that business is emailing 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 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 in a browser on the web.
