Summary: Helpdesk software continues to evolve and offer more and more services. Helpdesk software comes in light free versions or more robust software combinations billed on a per user or subscription basis. From asset management to compliance, helpdesk software can be a wide reaching asset for a company.
Helpdesk software comes in several forms. An intranet stand alone internal package, web helpdesk software or a hybrid utilizing internal and external resources to manage customer or stakeholder needs.
Trends continue to move toward web helpdesk software and away from traditional do-it-yourself solutions. The web based tools can help to automate your processes, help with complaints and errors, and help with monitoring assets and licenses along with generating to do lists and resources.
Helpdesk software isn’t a static one-way tool. Good software packages will automatically scan your systems and networks to provide key data on efficiency and effectiveness. Most helpdesk software support will also allow you to control individual machines and workstations remotely to simplify simple tasks.
One option that has gained prominence in this web help desk arena is SysAid.
SysAid is a set of web based tools that can help you manage all of the above tasks. One of the keys to their offering is automation – making your job easier and allowing you to be more responsive. Through their help desk web interface, SysAid reviews generally praise the software as fairly intuitive and allows for benchmarking. SysAid helpdesk software also offers a somewhat limited free helpdesk solution that may be of interested to many smaller companies as well. With only a minimal knowledge of servers and IT, almost anyone can get this helpdesk software up and running.
Another interesting offer in the helpdesk software offerings is Kayako. Although this web based system offers many similar desktop and on-line solutions, Kayako also claims to offer an automatic installer that can get the helpdesk software running on almost any server with certain access. Kayako review pages often rave about the real-time chat service offered by the company. They offer SupportSuite, eSupport and LiveResponse in three levels of service and license cost.
One interesting benefit offered from these companies in both their free helpdesk software and subscription services is support in multiple languages. SysAid for example offers helpdesk support in English, French Spanish, Italian, Hebrew and German. The perfect mix of language for an international company with a European focus.
Other companies add Asian languages to their helpdesk software support. ServiceDesk Plus 7.6, for example, also offers ready php helpdesk software in additional languages like Vietnamese, Chinese and Japanese. All utilizing self service requests in their native language through online forms and dashboards.
Almost every IT helpdesk software suite will also offer a feature that is often overlooked. That is software compliance. It is every company’s responsibility to make sure that they own licenses for the software installed on their machines. And the liability is great.
In 2008, Sony BMG was the focus of an investigation that found as much as 47% of the software on company machines was out of compliance. This is a company that had been at the forefront in battles trying to stop unauthorized use of their material. This incident was certainly costly, but more importantly, the company was subject to unwanted publicity that could have been avoided. Through an aggressive strategy utilizing IT helpdesk software they could have generated comprehensive reports limiting the company’s liability.