Sophisticated, but Not Overly Complex: Compare Helpdesk Software for Subtle (but Powerful) Differences

Is comparing helpdesk software something you may be avoiding, or possibly procrastinating about? Because you need sophistication, but you also need flexible, powerful options that aren’t too complicated for your team to know how to use. You also know you need a fast return on the investment and a price tag that won’t be out of reach.

Start With Your Must-Haves When You Compare Helpdesk Software …

Ultimately, you need to trust your helpdesk software solution to handle customer calls without unresolved cases, and it would be great if it could also help you plan for future demand. This lists of wants and needs isn’t over the top. As you compare helpdesk software, you’ll find that many options carry a long list of modules and satisfied customers in your industry. Begin by breaking down your choices into a few groups, such as “first-choice if money wasn’t an object,” followed by the vendors with products you could tailor to the size of your organization.

Make a list of features you know you want as you work through your helpdesk system comparison. Divide this list in must-haves and maybes, because sticking with your must-haves means you’ll get a product in the end that performs as you hoped it would. By the same note, don’t skimp on features you know you’ll need.

Refrain From Too Many Vendor Demos

As you compare helpdesk software, keep in mind that you could easily fill up your calendar with appointments and demonstrations from numerous vendors. The best way to try a product is to ask for a demonstration that you can go through on your own. That way, when you do bring in the vendor, you’ll know exactly what concerns and attributes you want to ask about.

Look for Streamlining with Systems like CRM

Consider, too, that many CRM systems can be streamlined into helpdesk software applications, and this gives you next-level access to buyers’ trends, values and information that can help create a large, loyal following. If you’re starting to see that you can expect your helpdesk software to do more than just handle customer service calls, then you’ll be reminded again that it is vital to compare helpdesk software.

SaaS Grows in Use, Functionality

Help desk SaaS is constantly improving, offering innovations and modules that can satisfy your must-haves and many of your “want-tos,”–all within a reasonable budget. As the technology expands, some vendors, such as Numara, continue to offer on-premise options along with SaaS deployment.

Get a Lot Done Even with a Small IT Shop

When looking at a Numara FootPrints review, you’ll see that this system is made for medium or large-sized organizations, while the Track-It! Tool is useful for smaller or mid-sized companies. Features from FootPrints you may want to compare with other helpdesk software include the ability to implement ITIL best practices, including incidents, service catalogs and change management. Another bonus to compare: FootPrints can automate some of your workflows without a need for complicated IT knowledge and intervention.

Find Processes that Already Meld Together

Using specific categories may also be helpful as you compare helpdesk software. For example, issue-tracking tools produce job tickets when customers or clients ask for help. Steps for resolution are recorded so you can analyze the process, and the customer asking for help is notified along the way that their problem is being addressed. Sometimes issue-tracking software can be melded with knowledge management functions, so that information about the same types of problems that reoccur can be collected and used to speed responses.

Remember as you compare helpdesk software that the helpdesk is the beginning and end through which your IT systems function. Helpdesk software can also help manage and maximize workflow across sales, forecasting, quality control and customer service – creating faster and smoother resolutions and letting you know where potential breakdowns can occur.