We've all been there. You have a problem with the computer or device, and you call the IT help desk. But when they answer the phone, it's not always clear what kind of help you need to fix your issue.
You might need someone who can remotely access your device or install software updates. Or maybe you just want someone to walk you through how to do something on your laptop that isn't working correctly.
This blog post provides some pointers for figuring out which type of IT help desk software you may need so that when this happens again, you have an idea of what you need.
The installation of this type of software is on your server inside your private network, usually by an IT technician. Self-hosted help desk software can be more complicated to set up and maintain, but because there are no outside users, it results in faster response times. It also allows you to run reports and get historical data on how many help desk tickets were opened.
IT infrastructure has always been a key pillar in the use of software. When using the self-hosted help desk software you can reap a lot of benefits when you have a more robust IT infrastructure. You'll need your server, dedicated IP address, and an IT person who can keep it running smoothly.
The pros of self-hosted help desk software are that it allows your company to respond faster, is customizable, and gets straight to the point with little clutter on the interface. However, when buying hosted help desk software, look at the key features such as an easy-to-use interface. It's also crucial to see if there are effective collaborative tools.
Most IT service providers offer this type of service and may be the first option you receive when calling for help. The software itself can be hosted on a company or vendor's servers, or it exists as an app that's accessible through the web.
With cloud-based help desk software, agents (either your colleague's or hired help) can log in to the software from any gadget with an internet connection and access information on your computer.
This type of service can be extremely useful if you have many devices, especially when scattered around the world. You don't have to be at your desk or even in front of your computer to get help. You can simply ask someone for help, and they will be able to see your screen and fix your issue without taking additional steps.
Open-source help desk software allows you to add widgets on your webpage that display specific information, such as a support ticket form or an RSS feed with updates on your latest IT asset inventory.
Since the source code used to create open-source helpdesk software is freely available, developers can improve and adapt it to suit the unique needs of specific businesses.
With open-source help desk software, you don’t need an IT specialist or web developer to configure and maintain it. You can create your installation package from the source and upload and deploy it all on your own.
Unfortunately, there's no guarantee that it will be compatible with future changes to your technological infrastructure.
Whether you're a multi-national company with an IT team to manage your help desk software or a small business looking for something easy and free, there are plenty of options available. With information on the top types of helpdesk software on post-self hosted, cloud-based, open-source, it's easy to choose a tool suiting all your needs.
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