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 array of structures, internet services, and features to choose, choosing the right IT help desk software for your company can be a time consuming and frustrating process.

The purpose of this article is to attempt to and make easier the process for you. This industry brief will address 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 knowledgable decision.

Customer Service 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 dying breed. At one point, an awesome improvement over main frame solutions, C/S technology has been phased out due to the availability and rewards of web-based solution structures. The main reason some helpdesk software vendors continue to sell C/S solutions is due to the fact that they do not have the expansion resources to convert their elder product to a web-based architecture. Some of the rewards that web-based solutions have over C/S solutions include:

• No client-side software install, updates, or support

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

• Full access to all features and functions at anytime and from anywhere

When you begin to demo 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 vendor that gives a web-based solution. True web-based structures need only a web address 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 issue tracking software solution. The file that business is sending you is either front ending a C/S system or is a complete canned demo on your desktop. Make sure you assess the solution you are going to purchase! 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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