How To Select A Help Desk Solution
With over 100 Support Desk vendors in the market, costs ranging from free to over $4,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and an overwhelming array of architectures, web services, and features to choose, selecting the right issue tracking software for your business can be a time consuming and aggravating process.
The reason for this document 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 final choice. Considering these issues will help you make a more informed decision.
Help Desk 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 dying breed. At one point, an great improvement over main frame solutions, C/S technology has been phased out due to the accesability and benefits of web-based solution architectures. The main reason some helpdesk software businesses continue to sell C/S solutions is due to the conclusion 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 installation, 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 any place
When you start 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 doing business with a business that gives a web-based solution. True web-based architectures need only a URL in order to see 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 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 buy! If you do buya 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.
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