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Advantages of Web-Based Help Desk Software
Web-based help desk software is simply call tracking software that people use over the Internet or through an intranet. For most web-based help desk software, customers use an Internet browser to logon to a web site, work through the trouble ticket software's forms, and log off when they are finished. Web-based help desk software is located on a web server and can be accessed in any place with an Internet or intranet connection. Because of this configuration, this type of trouble ticket software has several advantages over PC- and server-based help desk software.
Mobility
The largest advantage is mobility. For traditional PC-based help desk software, the application is loaded on an individual machine and can only be used on that computer.
In contrast, server-based trouble ticket software has the application loaded on a server. While any PC attached to that server can use the call center software, *only* those machines attached to that server can use the software. If the computer you are working on from home can't reach the server, then you can't use the helpdesk software.
With Web-based applications, users open the application through a web site. Depending on the customer support software's (and the site's) security settings, customers can access the trouble ticket software through any computer with an internet connection. This means customers from one department can access Web-based helpdesk software while in another department, while at home, or while traveling.
Easy Installation and Upgrades
Another advantage to Web-based helpdesk software is that it's easy to install and to upgrade. Where with PC- and server-based applications you have to install the helpdesk software on every PC or server and then return to all of those machines to upgrade the trouble ticket software; with Web-based helpdesk software, you just install it once and upgrade it only in one place. There no trying to figure out if your help desk technicians got to every PC or server. With Web-based call center software, you have only one installation and only one place to upgrade.
Central Database
The third major advantage to Web-based helpdesk software is that it has one, central database. While PC- and server-based trouble ticket software can be linked to a central database on a server, those types of applications must be configured to the database. Also, if the database changes, the administrator must seek out every instance of the trouble ticket software (be it on PCs or servers) and reconfigure all of those instances. With call center software based on the Web, there is one database. If it's changed, it only needs to be in one place and you don't have to access a server to reach it.
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