Whether you have 5 or 50 IT staff members, you know the benefits of help desk software. With the right platform, you can be more efficient and effective in answering questions, solving problems, and solving problems for both internal and external audiences.
Until now, it is obvious. However, if you choose to add a help desk service platform to your software portfolio or upgrade from an existing solution, the job is not yet complete. Now you must ensure that you can find the option that exactly suits your needs.
The decision involves many variables. You probably have a fixed budget and need a platform that optimizes the size of your business and even your industry. But don't forget an important component: Decide if you need to install the software on your own server or if you can use the web-based helpdesk software.
In almost all cases, it is better to use a remote platform. Let's take a closer look at why these five benefits of web-based help desk software are considered.
1) Remote Access For All Team Members.
Placing the help desk platform on your own server means, almost automatically, limiting access to only those servers on your network. In other words, unless you also plan to use a VPN extensively, you must choose to make your network publicly available or prevent someone from accessing your help desk management system from off-site computers.
Of course, that can be a problem. Today, almost half of the American workforce works remotely at least once a week. That number will only increase in the future. If your team is working in multiple locations or in your home, you still need access to the software to perform daily tasks.
That's what web-based help desk software can offer. Since it is not server-based, access is extended to team members on any network. This increased flexibility can be very helpful in expanding your equipment and increasing efficiency.
2) Grow Software Together
All business objectives are probably linked in some way to growth. You have a unique software problem when you search for a solution that works at a particular point in time, but it is not always future proof. But what happens if the number of tickets handled with the IT team increases?
Local solutions always have limitations in this area. Limited storage space and speed may not be an issue right now, but it will be important as the number of clients and the sheer volume of projects grows. You need a solution that grows with you and grows as you need it. This is exactly what most web-based software can offer.
3) Secure Server On Shared Host
Cybersecurity remains one of the biggest challenges in small business management. Almost half of SMEs suffer cyber attacks, lose millions of revenue, and often fail to recover from the impact. Whenever possible, you should ensure that your software solution does not increase potential security issues. This is especially true for help desk software, which tends to contain confidential customer information that cannot be compromised.
Local solutions open possible security holes in your system. Web-based solutions, on the other hand, are built on shared servers with strong firewalls that exceed the firepower of most small businesses. Strengthening your server reduces the risk of data loss or compromise, and maximizes security even when it is extended to new software systems.
4) Continuous Supplier Support
Don't underestimate the power of sellers who can truly be partners. In fact, we have a qualified and competent internal IT team. However, all software packages have unknown nuances. Who should I contact if something goes wrong, the system crashes, or the patch doesn't load?
On-premise often means buying the platform once and then buying it yourself. The reverse is true for web-based solutions that come with continuous support for all customers. We are available 24 hours a day to contact experts who can help you maximize your opportunities and minimize problems. After all, they are help desk experts. Is it strange that they know how to implement their help desk solution in the right way?
5) Automatic Software Updates As Needed
Finally, don't underestimate the benefits of using a modern platform. All help desk platforms receive general updates that improve stability and security, while adding new features. Your local solution is responsible for ensuring these updates. Web-based alternatives, on the other hand, handle that process automatically.
Of course, these software updates don't happen daily. It doesn't happen overnight either and may still require some participation on your part. Still, the benefits of being able to manage this process remotely are immeasurable. Also, as an added benefit of previous dynamic growth benefits, new product features added as part of the upgrade may better support a growing business over time.
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