There are so many help desk software providers out there, packages ranging from free to over $5,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and an overwhelming list of architectures, web services, and features to evaluate, choosing the right IT help desk software for your business can be a time sucking and aggravating process.

The drafting of this article is to try and simplify the process for you. This industry brief will deal with 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 knowledgable conclusion.

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 excellent improvement 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 businesses continue to sell C/S solutions is due to the conclusion that they do not have the expansion 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 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 start to demo different customer support software solutions please take note if you are required to load code on your desktop to starts the demo. If so, you are not dealing with a business that offers a web-based solution. True web-based architectures need only a web address in order to see a demo.

So, if the business emails you a 5 MB exe. file to try 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 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 wont give you full access to all of the features when you are at a remote location.

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