A look at the advantages of a web-based help-desk software solution

A web-based help-desk software solution helps customers to make help-desk calls by logging into a company's website. Customers, who have product enquiries or are experiencing any trouble with the product functionality, can fill in the necessary details in the online trouble ticket forms provided by the software and should log off when finished.

A web-based help-desk software solution provides many advantages. Since the web-based help-desk software is located on a web server, users have the advantage of accessing it from any place and at any time. All that is required is an internet connection. If the software is used for internal purposes such as receiving enquiries from staff within the organization, it can be accessed using an intranet connection. In other words, a web-based help desk solution offers the primary advantage of mobility to it' users. If help-desk software is installed in a PC, the application must be loaded only on that machine and can be used only through that system.

A web-based solution is easy to install and upgrade. In PC and server based applications, the help-desk software has to be installed in every PC. This is a time-consuming job. Whenever there is an upgrade the software and all instances of it in all machines must be updated simultaneously. A web-based software solution needs to be installed only once and similarly any upgrades need to be done to only one instance of the software.

Web-based solution will provide a central database, which acts as a repository of information such as the calls logged in by a customer. When using a PC and server-based trouble-ticket software, it has to be linked to a central database on a server. Furthermore, the software must be configured to run smoothly with the database. If any changes are made to the database, it is necessary for the administrator to reconfigure all instances of the software to the new change made to the database. In a web-based help-desk software solution, there is only one database. Any changes made to it only affect one instance of the software and there is no need to access a server to reach the database.

Joushua James - Help Desk Software Solutions