There are so many help desk software providers out there, costs 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 structures, internet services, and features to choose, selecting 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 simplify the procedure for you. This paper will address general issues that everyone in the help desk software market should understand before making the ultimate selection. Considering these issues will help you make a more informed conclusion.

Issue Tracking Software – Architecture

The issue that seems 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 dying breed. At one point, an excellent step up over main frame solutions, C/S technology has been phased out due to the availability and benefits 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 development assets 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 installation, updates, or support

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

• Access to all features and functions at anytime and from anywhere

When you start to demo different customer support software solutions please take notice if you are required to load code on your computer 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 do a demo.

So, if the business 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 business is emailing you is either front ending a C/S system or is a complete canned demo on your computer. Make sure you evaluate the solution you are going to purchase! If you do buya C/S solution, please note that web-enabled add-on modules wont give you full access to all of the features when you are in a browser on the web.