Help desk software can be purchased in several forms. There are cloud based versions that operate through standard browsers, intranet versions that live locally on your servers and hybrid versions that utilize a combination of internal and external assets to meet client/stakeholder needs.
Not surprisingly, the move to the cloud continues to be a trend. Traditional versions, often built by internal IT departments, are quickly moving out of favor as they’re difficult to scale and use outdated programs as their backbones. Web based tools can help speed up your processes, minimize errors, better help track assets and licenses and provide solid metrics on performance - both of individual machines and the system as a whole.
Modern help desk software is dynamic, expandable and adaptive to current need. Good software packages will automatically scan your systems and networks providing key data on performance and effectiveness. Most services will let you control particular machines and also workstations remotely to simplify monitoring and so that you can “remote out” to repair problems and diagnose problem areas in the network.
A good example of one of these software providers is SysAid Technologies. SysAid is an internet based service desk with browser interface. One of the keys to their product is its ability to run automated processes. This makes your task and responsibilities less difficult and allows you to be quicker to respond to alerts and errors. It also helps you spend less time running mundane system checks and spend more time on more important work.
The SysAid service-desk interface is praised in testimonials. The application allows benchmarking, collects data for trend analysis and offers an intuitive interface.
SysAid helpdesk software also provides a somewhat limited no cost solution which might be useful for smaller organizations with limited numbers of machines to manage. With only a minimal knowledge of IT and access to the admin rights to your system, almost anyone will be able to get this helpdesk software up and running.
Kayako is another tool that garners a great deal of attention in the help desk arena. Kayako is a web based system that offers a decent interface, but it is appealing to some because of its automatic installer. The idea is that you’ll spend less time setting up the system and that you’ll be able to get the helpdesk application operating on just about any server and system.
Kayako reviewers also love its chat interface which allows representatives to interact in real time with stakeholders. The Kayako package comes with three tools; Support Suite, eSupport and LiveResponse - all with differing levels of cost.
One interesting feature offered from these firms in both their free helpdesk software and subscription services is support in multiple languages. German, English, Spanish, Italian, and Hebrew are all offered by the SysAid package. These multi-language “dictionaries” may make this package perfect for a multinational company with an North American/European focus.
Others companies offer languages that focus on the Pacific rim including ServiceDesk Plus , for instance, that offers additional languages like Vietnamese, Chinese and Japanese. All allow users to create tickets and error reporting in their native tongue.
One of the most important tools that almost every one of these systems offers is compliance checking. Many companies have looked the other way when it comes to licensing, but in challenging business times, software companies are looking at any source of revenue - even if that means auditing companies for compliance.
One big company to fall prey to one of these investigations is SonyBMG. In 2008 investigators found that as many as forty seven percent of computers in the company were running pirated or unauthorized softare. Many will recall BMG as one of the leaders in efforts to fine people for sharing music titles without authorization. The ‘08 investigation was not only expensive for the company, it was also a PR issue that cost the company credibility with consumers and the legal system.
Compliance is one of the most useful add ons that older local systems couldn’t support.
About the Author: John Wall is the creator of Help Desk Guides. Wall has been working in the technology field for over 20 years. His unique perspective challenges old ideas and shows ways that IT can be part of the revenue line of your business. Help Desk Guides offers reviews, help desk scripts, advice and guests posts for a wide range of help desk topics. To learn more, guest post or offer an opinion, visit helpdeskguides.com
