As businesses progress from small to midsize organizations, their dependency on IT solutionsalso increases. If you work for a midsize firm, your company has probably already automatedseveral core business functions, such as inventory management, customer relationship management, and Web site content management.  As these systems become more critical to keeping the business running smoothly and to ensuring customer satisfaction, they increasingly dic-
tate that service desk personnel must handle problems more efficiently and effectively.

What Is The Best Help Desk Software?

This often presents a challenge for midsize companies, many of which simply lack the IT staff and budgets needed to deploy, run and manage the industrial-strength help desk software solutions designed for large enterprises.
Section 1: The Small and Midsized Business Mandate—Managing More with Less
Most midsize companies have IT goals and objectives that are very similar to those of their large enterprise counterparts. They want to align IT resources to provide their businesses with the agility and responsiveness necessary to keep pace with rapidly changing market and competitive conditions. Chances are, your organization has already invested considerable staff and financial resources to deploy IT solutions to help your business to:

• Strengthen customer relationships and improve new sales and retention
• Improve internal efficiencies
• Make better business decisions
• Reduce business risks
• Improve individual employees’ leverage of time, skills and resources
• Gain competitive parity with larger companies
• Interact, transact and integrate with larger suppliers and partners
• Meet regulatory requirements

As most IT managers are painfully aware of—IT resources don’t necessarily grow in proportion to a company’s increasing reliance on IT. For example, as shown in Figure 1, midsized businesses often have to manage a complex array of IT assets with a relatively small IT staff and budget and they still want the best help desk software.

What Is The Best Help Desk Software?

In addition to supporting end-users at corporate headquarters, IT staffs in mid-market businesses typically need to service end-users across multiple branch offices. In North America and Western Europe, the vast majority of midsized businesses have more than ten locations, as indicated in Figure 2.

Service desk staff must tend to the needs of mobile and telecommuting workers as well. For most midsize firms, having a mobile workforce is a necessity, requiring that service personnel support a significant percentage of mobile workers, ranging from about 10% in France to 13% in the U.S. and up to 16% in Canada. Help desks must also increasingly factor telecommuters into the support equation. In the U.S., for example, 50% of midsize firms are now employing a population of telecommuters.

Geographic dispersion of the workforce can make support much trickier for help desk personnel.
In order to diagnose and close problems that end-users are experiencing with standard corporate systems, support staff must often first factor in how settings and programs deployed by remote workers in third-party locations, such as hotels, may affect the problem and outcome.

There is so much more on how to choose the best help desk software, so come back and check for more information

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One popular program is Support Wizard. In consumer reviews, this product received ten out of ten stars. Support Wizard offers everything your business needs to provide world-class customer and technical support. Customer self-service, live help and outstanding ticket management tools can streamline your business’ management and help you to maintain a loyal customer base.

Another help desk software program, Parature, offers many of the same benefits. Consumer reviews are outstanding for this program and many business owners recommend it to their associates. Parature is a comprehensive program that is fully customizable and user-friendly. Live assistance and award winning ticket management are a couple of the most praised features of this system.

FootPrints is also an award winning help desk software program. FootPrints is 100% web-based, meaning that your technical and customer support teams can access the database from anywhere on Earth. It is completely customizable and the company offers outstanding support. FootPrints offers an excellent ticket management tool and is one of the more affordable options in help desk software programs.

Researching and deciding on a help desk software program can be a daunting task. You should first decide what specific issues your company needs help with and then consider what will best support your customers accordingly. If you own a small business, a free help desk software package might be a good option. Make sure you understand the limitations on users and on the number of trouble tickets available with free programs. If you have a large or expanding business, take a look at the many online help desk software reviews that are available. Reading consumer reviews of the various products can give you a better idea of whether the particular program will be a good fit with your company’s and your customers’ needs.

It is important to realize that you can acquire powerful help desk software review no matter what budget you have. There is software available that can meet the needs of virtually anyone. The biggest challenge that companies will face is finding the right software to suit their needs. The large selection of software available can be overwhelming. Being able to sort through this large selection to quickly find the best software for the lowest price should be your goal. When you are looking to buy the best help desk software, it is important to avoid the sales hype that you’ll often encounter. No matter which help desk software you purchase, they will also basically have two features, which may also be called faces.

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I would suggest using Cynergy Software. It’s a help desk software but has CRM capabilities. It’s web-based so you can create e-mail tickets and can be accessed remotely; it has a knowledge center so you can create FAQs and articles for customers to read and has an opportunity manager for sales persons to use and different ways to create tickets. It’s also affordable when compared to other help desk software.
It has an asset manager to track inventory.
It can be client-hosted or Cynergy-hosted (they have their own servers). If you want to learn more go to their site and check it out. http://www.cynergysoftware.com/

Try http://www.Kayako.com They have hosted solutions and ones you can purchase flat out. That is what I have done (purchased)…. I love it.
Here is a link to my help desk – client side.

http://www.TrialByFireDesigns.com/support

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Designed with ASP.NET and SQL Server, OnTime provides a fast and scalable system for defect tracking (bug tracking) and feature management for teams of all sizes.

OnTime features include ability to track projects and subprojects (parent/child), role and project-based security, custom fields, process enforcements, audit trails, fast search and filter, custom reporting and more.

A freely available SDK allows developers to build defect-reporting capabilities into your own applications. There is also a Windows and VS.NET version available, allowing users to choose any of 3 client types: Windows, Web or VS.NET.

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