Web Enabled Help Desk Software

Summary: Web enabled help desk software gives users freedom and can dramatically reduce staff costs. Using a web enabled system can allow your help desk to work more efficiently because web enabled helpdesk software can service your customers world wide.

Web enabled help desk software has launched to prominence in the last 5 years. Deeper knowledge bases, higher bandwidth and faster databases have pushed web enabled help desk software to require less person to person assistance for b2b and consumers alike.

Years back, a web enabled help desk was much more rudimentary. Little more than password assistance, web help was minimal. Now browser supported web help desk systems allow users to find answers through interactive databases that diagnose, advise and repair problems. These web enabled systems also allow for accurate and complete reporting.

Although many businesses focused on consumer needs have been using helpdesk software for some time, there is a growing use in the b2b realm. Business to business IT departments were often resistant to switching to a web based help desk because they thought customers would find the systems slow and frustrating. The preeminent belief was that a consumer may have more time to seek out an answer, but that an employee needed an immediate answer. B2B administrators thought that a ‘real person’ system was necessary to show their commitment to customers.

A recent study suggests that a customer who is well versed in the products and offerings of a company can find answers to questions and problems more quickly with a web enabled system than they can by calling in for support. Much of the problem rose for the limited scalability of a live tech support system. Clients ended up spending more time in the queue and less time actually getting support. A web enabled system can provide nearly instant answers and maximize the customer’s own knowledge to help diagnose and fix a problem. Help desk reporting continues to reinforce these findings.

Web based helpdesk software is proven to be an efficient addition to traditional support. Featuring more and more robust solutions, these software packages can bring help desk ‘fixes’ directly to customers.

Security is another issue that has plagued web based help desk software packages. Often the target of hackers, personal information stored in web enabled help desk databases are often seen as fertile ground for those looking to exploit IT systems for dubious reasons.

Paul Thompson, a Seattle based help desk manager, recalled the story of a web system he managed. Shortly after launching the beta version of an off-the-shelf system, a brunt force attack triggered from Russia. Within minutes, 3 flaws in their supposedly secure encryption system became apparent and their user data bases were compromised. After months of pre-launch tests, the security flaws remained hidden. Luckily, the databases contained little more than bogus user names and passwords from pre-launch testing.

When reading web enabled help desk reviews, never overlook the importance of security. Usually software screen shots show portals and interface screen grabs but little else. An administrator needs to delve deeply in to the technical specs to find the type of encryption, and security being offered.

Web helpdesk security needs to be far more complex than stand alone intranet packages that are only accessible through VPN or on-site. These systems can, to some degree, lean on network security to plug holes. But web enabled help desk software requires additional diligence and effort.