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1. How many total users will need access to this software system?
2. Do you have a preference for an ASP system or a Client Server system?
 
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Help Desk Software Basics

Use help desk software to track all of the information from customer inquiries including addressing problems and finding appropriate solutions. The software should also be able to access inventory records and prepare ready solutions for problems in particular industries and businesses.

Help desk software can help your business handle many types of calls:

• Taking orders
• Customer service
• Tech support
• Qualifying inbound leads
• Answering service/messages

Make sure you work with a provider that offers a reliable training program for you and your staff to use the software. Most vendors offer a free 30-day evaluation period for you to try out the software before you buy it. Take advantage of this! It will allow you to check the usability of the program and make sure the applications are ones you need.

Points to consider:

  • Do you currently use a homegrown help desk software?
  • What functions do you need? (Trouble ticket tracking? Performance analysis? Reporting? Online submission?)
  • Do you need help desk software for your employees or for external customers?
  • How many people will need access to the help desk system?
  • Are you looking for a client server or ASP system?

Related articles - December 2008
- Help Desk Software Buyer's Guide
Use help desk software to track all aspects of customer inquiries from addressing the problem to finding a solution. (Source: BuyerZone.com)		   Help Desk Software Information Portal
This index page provides multiple articles that explain the benefits of help desk software - from basics and functions to outsourcing and demonstrations. (Source: Help Desk World)
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  Strategies for Upgrading Your Help Desk Software
It's important to develop a strategy for your Help Desk department before making changes to your infrastructure. (Source: Processor.com)		   Purchasing a Help Desk Software Solution
Make sure to ask help desk software vendors questions like these before making the right purchase for your business. (Source: Eden.com)

Common terms:

  • bug tracking software
  • customer support desk
  • help desk software
  • helpdesk
  • incident management
  • incident tracking software
  • IT desk support
  • support desk software
  • ticket tracking software
  • trouble ticket management
  • trouble ticket software

Leading suppliers:

  • Autotask
  • GWI
  • Kemma
  • Numara
  • Parature
  • Phaseware

Click here to find Help Desk Software suppliers in your area

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