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There are so many help desk software providers out there, packages ranging from free to over $4,000 for every advanced user (i.e. Technical Support Rep or Customer Support Rep) and an overwhelming array of structures, internet services, and features to look at, choosing the right issue tracking software for your organization can be a time sucking and aggravating process.

The drafting of this post is to try and simplify the procedure for you. This paper will deal with general issues that everyone in the help desk software market should understand prior to making the ultimate choice. Considering these issues will help you make a more educated decision.

Customer Support Software – Architecture

The issue that tends 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 quickly depreciating. At one point, an excellent step up over main frame solutions, C/S technology has been phased out due to the accesability and rewards of web-based solution architectures. 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 convert their elder product to a web-based architecture. Some of the rewards that web-based solutions include over C/S solutions include:

• No client-side software install, updates, or support

• Log in from anywhere, anytime with any web browser

• Full access to all features and functions anytime and from any place

When you start to demo different customer support software solutions please take notice if you are required to load code on your desktop to starts the demo. If so, you are not dealing with a vendor that offers a web-based solution. True web-based structures need only a URL in order to try a demo.

So, if the business emails you a 5 MB exe. file to try their solution, you are not looking at 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 buy! If you do buya C/S solution, please note that web-enabled add-on modules will not give you full access to all of the features when you are in a browser on the web.