How To Select A Help Desk Solution
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 an overwhelming list of structures, internet services, and features to look at, selecting the right help desk software for your company can be a time sucking and aggravating process.
The purpose of this paper is to attempt to and make easier the process for you. This article will address common issues that everyone in the help desk software market should understand prior to making the ultimate selection. Understanding these issues will help you make a more informed decision.
Customer Support Software – Architecture
The issue that tends to cause 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 rewards 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 elder product to a web-based architecture. Some of the advantages that web-based solutions include over C/S solutions include:
- No client-side software install, updates, or support
- Log in from anywhere on the web, anytime with any browser
- Full access to all features and functions anytime and from any place
When you begin to try different customer support software solutions please take notice if you are required to load code on your desktop 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 web address in order to see a demo.
So, if the vendor emails you a 5 MB exe. file to demo their solution, you are not seeing a 100% web based issue tracking software solution. The file that vendor 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 will not give you full access to all of the features when you are in a browser on the web.