You Can Zero In Your Help Desk Comparison to Web-Based Options
A help desk comparison doesn’t have to be all over the board. You can make web-based options from leading vendors become your target, and then compare key benefits from there to gain some distinct advantages.
Web-Based Can Give Some Freedom
For starters, a web-based help desk means you aren’t responsible if something goes wrong or an upgrade is needed. Most of the time, this can be left to the people who made the product in the first place. However, as you explore help desk options, you can consider options that are web-based, or those that are open-source, on-premise, or tailored combinations.
Many Vendors Integrate ITIL Best Practices: Check it Out on Your Help Desk Comparison
HelpSTAR offers some features to add to your help desk comparison list. One is longevity, as the company has been producing solutions for more than two decades. Another is flexibility, as vendors like HelpSTAR pride themselves on rolling with the changes in the IT and help desk scenes. HelpSTAR offers ITIL best practices and integrates its interfacing across problem management screens to analysis and reporting screens with a consistent flow.
Web Portal Can Empower Customers
While it’s offered in two deployments – on-premise and web-based – take note in your help desk comparison of the web features of the solution. If a customer or a member of your team wants a status update on a request for assistance or wants to try to solve their own issues themselves, the web portal can be set up securely without needing to reenter a password. Got a picky team? No problem with vendors like HelpSTAR, because you can use a field designer option to get the objects you want.
Look at All Price Ranges in Your Help Desk Comparison
No help desk comparison is complete without also considering the vendors who put themselves in the less-pricey bracket and what they have to offer, and this is also true when you’re comparing web-based options. According to a ManageEngine review, this solution is used by more than 40,000 organizations. One of its tools is ServiceDesk Plus, a web-based software tool for your help desk that pulls together all your communication points into one. Prepare and analyze trouble tickets, handle management of purchase orders and contracts, and run your self-service options through this tool. Other core features are the knowledge base tool and asset management options.
Multiple Editions for Multiple Needs
The standard ManageEngine program focuses on help desk functionality, self-service, SLA management, knowledge base and reports from your help desk. The Professional Edition has all this, plus features like contract management and tools for compliance, to name a few. Include the Enterprise Edition in your help desk comparison to look at how this suite measures up for features such as a configuration management database (CMDB).
Security of user sessions is another feature that should make your list of criteria for help desk comparisons. Web-based help desk options have made big strides in security, and encryption tools mean solid data management.
Mergers of Industry Leaders
The growth of on-demand help desk solutions means your comparison could include merged technologies, like RemedyForce, a product of Salesforce.com and BMC Software. This is a cloud-based product that boasts ease of use, streamlined workflow and lower costs, plus the experience of two industry leaders.
Look at Your Help Desk Comparison and Make It Work With What You Have
Finally, look at the ability to tailor your help desk software solution because your business isn’t like anybody else’s business; you have your own unique challenges to meet in terms of customer support. You also need to find a solution in your help desk comparison that meets you where you are and can build upon your existing strengths and systems instead of requiring you to make huge changes in order to make room for the new solution.