Why Web-Based Help Desk Software is a Better Choice

Buying and installing help desk software on a business’ own servers does make the company the “owner” of its support operations. But this “ownership” often provides a feeling of security with little substance behind it. The main advantage of having installed software is that it involves a one-time purchase fee with no ongoing rentals or fees for additional users. But that is about it.

Web based software stays on the supplier’s server and functions over the internet to provide a business the specific help desk applications it needs. This means that software maintenance is the responsibility of the supplier who will have the expertise to do it to the highest levels. Also, if a business has installed its own software, maintenance becomes one among a hundred other tasks. In the case of a web help desk, ensuring maximum up time and reliability is the core business operation of the supplier and all the attention and skill required to ensure that it is done properly is provided.

Secondly, upgrades are easily available and installed since they will exist on either the same server or a connected one. This means that the web based help desk is always up to date and offers the maximum features and benefits.

Thirdly, should there be problems, there is no need to wait for a software engineer to come to the business premises to make the required repairs or modifications. The supplier will have experienced engineers available 24/7 so that any downtime is minimized.

It is true that a web based help desk involves rental fees and license charges which are an ongoing outflow. But these are operational costs and not a capital expense and a business may be able to take advantage of this for tax purposes. Additionally, since the licenses are scalable, seasonal businesses or those which are subject to other cyclic fluctuations in workload can reduce or increase the number of licenses at a moment’s notice, thereby controlling the financial outflow.

Should the service be found to be unsatisfactory, a quick change to another web based solution can be done with no major loss. The service and support levels of web based help desk providers is usually of the highest standard. Unlike the case of purchased solutions where the supplier makes his profit at the time of sale, the web based service provider depends on the rental income for his profits and knows that any deficiency of service will cost him.

There are other advantages to a web based help desk. The initial configuration of the help desk to meet specific business needs is easily done by experts. And future configuration changes are not only similarly easy to accomplish, they can be done out of normal or peak business hours so that disruption to help desk operations while the changes are being effected are minimized.

Resistance to the use of a web based help desk solution is, in most cases, unfounded. Every business subcontracts or uses external expertise to assist in non-core operational areas. The same applies to help desk software. The advantages of having access to professional support and assistance outweighs any perceived disadvantages.