Comparing and Finding the Right Help Desk Software for Your Business

By John Coyle

Any business, no matter how good the product or service, should have a help desk present to answer any particular customer needs, issues or concerns. It acts as the face and voice of your organization that sets the tone, attitude and credibility of your business. As a result, help desk professionals need quality software and technology to stay up-to-date with current industry trends and the growing demand for convenient and accessible help.

When it comes to choosing the best help desk software for your business’ needs, there’s a lot to compare to make the right decision. A large part of the decision-making process is based on the type of business and size of the organization. So, what software will help you and your specific business endeavors so that you can increase productivity and earn more for your bottom line?

Named vs. Concurrent User Licensing

If your help desk staff is small, named licensing might be a better fit than concurrent user licensing. With named licensing, you can typically install software on multiple computers, but it’s registered to one particular person for use. If your company is larger, you may want to look to concurrent as the licensing is based on the number of simultaneous users accessing the program.

Cloud Hosting vs. On-Premise Hosting

Again, the size of your help desk is a big factor when it comes to choosing hosting, as is company budget and potential growth. Cloud hosting is great if you’ve got a small IT department that’s already overworked and needs some help. It also offers global availability and flexible growth options all on a time and money saving budget.

On-premise, on the other hand, is a little less cost-effective in the monetary sense, but having an actual on-site professional provides complete control of the system and readily available support, security and recovery whenever the need may arise.

Comparing Various Help Desk Modules

There are a series of help desk software modules available to streamline the process for a more organized, efficient and functional help desk. Again, each module has its perks when it comes to comparing help desk software.

  • Email module – Allows customers to directly submit support requests by using a simple email message. You can even categorize messages based on issue type.
  • Invoicing module – Direct invoice billing can streamline the process for your clients and customers. You can update your company’s records with the appropriate billing info and invoice right from the software.
  • Asset Management module – Keeps a detailed document of software and hardware inventories as you edit, record, monitor and maintain information and assets. A well-organized inventory keeps accurate records, which boosts all-around efficiency.
  • Active Directory Integration module – Synchronizes your help desk software while helping to transition users by reducing the amount of time it takes to learn a new process due to its functionality with the current directory. It shows how users are using the software and what can be done to promote efficiency.
  • Survey module – acts as a great way to gather information on a wide range of subjects from a variety of people and needs. Some surveys are web generated allowing you to send specific target audiences a particular online survey for faster and more selective data collection and analysis.

With help desk software comparisons, there are always pros and cons to every software type. The key is finding which software fits you and your business’ needs best.

Still trying to pick the right help desk software for your company? Use the help desk software comparison tool which will help you select the right software to fit your company’s needs. 

This article was provided by IssueTrak, a software development company.  

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John Coyle
John Coyle is an avid freelance writer focusing on topics of technology, innovation, and digital media. He also currently works in higher education. His hobbies and interests include photography, trying new recipes, cinema, video games, and traveling to new places.

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