Customized software can have a great impact on your business; no matter if your business is small or big. For instance, some desktop products such as MailJet will send personalized mails to a clients list, and software product such as RSS Feed Creator helps create, edit and publish feeds and podcasts, Network Sniffer software will help you view IP packets over a network and a System Purifier will act like a file shredder and junk file finder. All of these desktop products will make any webmasters life so much easier.
Then there are several server software products such as Jitbit Helpdesk and AspNetForum that are offered these days which are quite helpful for a webmaster.
What is hosted help-desk software?
Quite contrary to the downloadable helpdesk software version, hosted help-desk software need not be downloaded, installed and run. If you are not a tech-savvy it is better to have a hosted help-desk instead of the downloadable version. The software runs on the developer company’s servers and it is the developers who monitor the software and fix bugs.
How does hosted help-desk software work?
A client will take a name and logs in to the hosted help-desk software. He submits trouble tickets which are handled by the technicians afterwards. The web server and the entire database are maintained by the developer company
Which is better a download version of help-desk or a hosted version of help desk software?
In the downloadable version of help-desk software, you need to do everything: download, install and run. It no doubt has met with success. But should you have issues with your servers, it might just be that you can as well try the hosted help-desk service. But make sure the company has problem free servers and provides 24×7 monitoring.
Issue tracking also becomes easier through a hosted version as compared to a downloadable help-desk version. Because as the company maintains the database with every problem fixed, the software ticket system will close the issue and the same will get published in the knowledge portal. Additionally, hosted help-desk software generates reports with the option of even exporting it to your excel. All implying that issue tracking becomes less cumbersome and more qualitative.
Additionally, user’s e-mail messages will be translated into support tickets through the software and it will notify both the hosted company’s customer support as well as the user. This makes issue tracking easier, less time consuming while also reducing the operational costs for the user.
What next?
Do some due diligence. Do not compromise on your requirements; choose the hosted help-desk software that matches your needs. Read through the real customer reviews of the hosted help-desk software users. Get your doubts cleared and talk to companies that offer the service and check for prices. But more importantly check the customer support they offer and see if the price and package fits your requirements.
