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With over 100 Support Desk vendors in the market, prices ranging from free to over $5,000 per advanced user (i.e. Technical Support Rep or Customer Support Rep) and a vast array of structures, internet services, and features to look at, selecting the right customer support software for your company can be a time sucking and aggravating process.

The reason for this document is to attempt to and make easier the process for you. This industry brief will address ordinary issues that everyone in the help desk software market should understand prior to making the final choice. Understanding these issues will help you make a more informed conclusion.

Issue Tracking 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 dying breed. At one point, an excellent step up over main frame solutions, C/S technology has been phased out due to the accesability and advantages of web-based solution structures. The main reason some helpdesk software vendors continue to sell C/S solutions is due to the conclusion that they do not have the development assets to convert their older product to a web-based architecture. Some of the advantages that web-based solutions include over C/S solutions include:

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

• Log in from anywhere on the web, anytime with any browser

• Access to all features and functions anytime and from anywhere

When you begin to demo different customer support software solutions please take note if you are required to load code on your desktop to starts the demo. If so, you are not doing business with a business that gives a web-based solution. True web-based structures need only a URL in order to see a demo.

So, if the business emails you a 5 MB exe. file to try their solution, you are not seeing a 100% web based help desk software solution. The file that business is sending you is either front ending a C/S system or is a entire canned demo on your computer. Make sure you assess the solution you are going to purchase! If you do buya C/S solution, please note that web-enabled add-on modules wont give you full access to all of the features when you are in a browser on the web.

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