Mission Statement:Helpdesklist has been created to enable customer
service managers and IT directors to make an a more informed decision about
the possibilities presented by differing helpdesk software packages and solutions. This
site aims to present an unbiased appraisal of several of the leading
software options, listing their pros and cons, and thus reduce the
amount of leg work a prospective buyer would have to do.
What is a helpdesk?A
helpdesk is simply an information storage and presentation device.
As such the differences between various helpdesk software packages can be
narrowed down to how that information is stored, manipulated and
then presented. The simplest CRM (Customer Relationship Management)
systems are spreadsheet type databases that assign individual
reference numbers to inputted textual information. The more
sophisticated helpdesk software provides customized web interfaces for both
clients and technicians, knowledgebases that 'learn' from previous
calls, data manipulation producing reports and graphs, time
allocation, scheduled tasking functions etc.
Which helpdesk software is right for you?
It doesn't matter what you call it, tracking software,
customer relationship management (CRM), problem management software
or helpdesk software the question is the same -- which package is
right for you.
When purchasing helpdesk softwarew you can start
by considering the following general points:
1) What services would I like to provide?
2) What services do I absolutely need to provide?
3) How much money can we spend initially and also per year
for support and upgrade costs?
4) What existing hardware do we have and can we use that or do we need to upgrade our hardware?
Also you should consider whether a web based solution is what you
are looking for. Certainly customers are beginning to expect a certain
amount of self help to be available to them. Mostly this consists
of a searchable FAQ section that they can enter or even submit questions
directly through a web interface to a customer support technician.
Some of the higher end solutions offer automation as part of their product.
These products can:
a) Record and issue with all particulars, date, time, contact, problem, assigned tech etc.
b) Send emails to or page the various parties informing them
of their assignment and or the status of the problem
c) Add the solution to the database increasing the knowledgebase
d) Create reports, graphs and other data manipulation tasks
e) Schedule certain tasks