Help desk management software is a great addition to tech support companies and larger companies that have their own IT staff to handle problems. There are many help desk solutions on the market. Most of them can track help desk requests and provide remote access to individual computers and networks for additional hands-on tech support.

The pricing and costs of help desk software range from completely free versions up to more than $200, depending on the features and the access provided. Different types of small business help desk software include:

1. Completely free versions of help desk software with limited features.

2. A web-based system you can access from anywhere, in or out of the office.

3. Traditional CD software that offers all the features you need, including remote access and call center features.

Action Steps
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Download a free help desk software system

You can find completely free versions of help desk software available for download on the Internet. Many of these titles will not have all the extra features offered by other software on the market, such as remote access or the ability to save and lock files. However, this software can be helpful if your business is just starting out.

I recommend: SysAid offers a free version of its help desk software with standard features, plus free upgrades for six months after downloading. Polar offers a free version of its Help Desk Professional software, which the company makes available without registration.

Try web hosted help desk solutions for easier access

Web-based help desk solutions are perfect for those who need to be away from the the office and still have access to reporting and repairing network problems. Web-based software is usually less expensive than traditional software systems. In many cases, you can pay subscription rates that range anywhere from $29 to $79, unless you want a self-hosting solution. A self-hosting solution can cost up to $3,000 or more, but there are no additional annual fees in most cases.

I recommend: UserScape offers a comprehensive help desk software solution for any business. It can also be customized to your business for better functionality. HelpDesk Pro offers a great rate, less than $50 a month, and many features that you need for your help desk solutions.

Choose providers of help desk software that offers traditional software solutions

While traditional software solutions cost more than free and web-based systems, you will have instant access to all the program's features and a free or reduced price on upgrades. This type of software can cost anywhere from around $1,000 to more than $2,500, plus fees for adding users.

I recommend: 01 Communique offers many help desk software solutions for your business, including remote access, call center and voicemail software. ScriptLogic offers its version of help desk software for small businesses that comes with many vital features, including reporting and directory integration.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Make sure to check out free trials and demos of any help desk software titles your are considering. If the company does not offer a free trial or demo on its website, call to see if a demonstration can be arranged.

There are many ways to utilize software help desk solutions - whether your help desk software is web based help desk software or computer help desk software. Your help desk software should handle customers’ online queries and problems when you’re out of the office, and assist your employees in serving your customers.

The top three ways to best utilize customer help desk software are to: 
1.      Provide an FAQ (frequently asked questions) function somewhere within the software help desk.
2.      Provide a quick response by tracking web based help desk tickets.
3.      Offer your customers the option of interactive self-service through the web based help desk software.  

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Customize your software help desk to your company's needs

Your online help desk software solution should be customized to your business - from appearance to language options. Don't forget the now-standard FAQ link for your site for immediate answers to the most common queries.

I recommend: Visit Revelation for their 100% web based help desk software solution where you can choose the features you want, and pay only for what you need. Review the many help desk software options offered within BridgeTrak Suite through Windows or web based help desk software, which include a user-friendly production environment, customizable email templates, customized screen layouts and views, and more.

Automate customer service through web based help desk software

Provide your customers with web based help desk software solutions for immediate, automated responses to their inquiries or comments, especially if they're experiencing a service or product problem. Through your FAQs and other troubleshooting Web based help desk software features, your customer can help himself find the answer... while your company gets the credit for it.

I recommend: For a great portal of all things computer help desk related, check out the extensive software (help desk) directories at Helpdesk.com. Check out Numara's100% web based help desk software (Track-It! or FootPrints) for advanced call tracking, problem resolution, and employee/customer self-help access.

Help your employees serve customers through help desk software

Your software help desk system should help (not hinder) your employees to serve customers as expediently as possible. If it doesn't, then it's probably time to look at adding new features to your existing help desk software, or switching to a different computer help desk software provider.

I recommend: HelpSpot calls itself a 'help desk software solution that covers all the bases,' and they're not kidding: This web based help desk portal helps your support employees manage requests from many sources, offers a modern user interface and reporting and more.

Find help desk software with a range of features

The best help desk software is one that gives you many features, including package tracking, order history checking, payment history, payment due dates and more.

I recommend: Netsuite's NetCommerce offers 'round the clock self-service for your customers to check their order histories, payments, and shipping status, or post trouble tickets online 24/7.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Know your options: Look for computer help desk software that gives you choices on everything from licensing levels, and fee schedules, to appearance, depending on your organization.
• •  Find adjustable help desk solutions: Many help desk software solutions are designed to grow with your company's ongoing computer help desk needs.
• •  Sample it first: Many web based help desk software providers allow you a free trial before you commit to their program - a great way to try before you buy.
• •  Check out their help desk: You, too, need a help desk software vendor with a reputable and useful support system in case of a service interruption or other problem.
• •  Integration is key: Find help desk software that will easily integrate with your organization's existing systems.

There are many small businesses that would benefit from a help desk software application. Any business that runs and maintains its own server should be the first to invest in this type of software so that problems that do occur with individual computers or within the network can be easily solved by an in-house IT professional. Help desk software is also vital to those in the business of tech support and for other individuals and businesses, so choosing the right software is essential.

You can easily choose the products you want to buy by following help desk software news and trends put out by a variety of resources. But if you are still struggling with what to buy, consider the following:

1. Using online reviews of a help desk software system to help you make your decision.

2. Utilizing free trials and demos when available.

3. Find publications that can keep your business updated on the latest help desk technologies and innovations.

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Find blogs that can help you choose hosted help desk solutions

Online resources, like blogs, are a great way to get suggestions on the best hosted help desk solution for your business. Many blogs move past the standard list of benefits and get into the best ways to use a product.

I recommend: Help Master Pro hosts a blog that talks about the latest news and trends in help desk software and how to choose the right software for your business needs. PerlDesk is another company that offers a blog announcing releases and updates of their software, as well as useful articles.

Read online reviews of help desk management software

If you want to know more about the user's experience of a certain type of company help desk software, check out online reviews from those who have purchased the product and can provide a detailed account of their experience using the software in their own business. This can give you more of an idea how the product could help with your help desk solutions.

I recommend: Big Web Desk offers an online forum where you can interact with those who have purchased the product and get honest reviews of how it worked for their business. Help Desk List is a resource that offers many help desk software products and reviews by experts and users alike.

Research small business help desk software in online forums

Many online forums specific to the topic of help desk software for small businesses will be able to connect you with other people who are looking for software or have personal experiences using different types of software on the market.

I recommend: The Help Desk Management Community Portal is a great place to connect with others who use this type of software to discuss all types of related issues. Help Desks is another forum where you can talk about remote hosted, local and web-based help desk software.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  List the most important features you want out of help desk software applications before you go shopping. This will help to eliminate many choices from the beginning.

Help desk software is used by internal IT departments and dedicated technical support providers. It is also used by help desk staff and technicians to log and track customer calls. There are many choices in help desk software, including web based, server based and hosted solutions. Getting to know some of the key terms used in help desk processes and software can help you make a decision before purchasing a help desk software package.

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Call logging

Call logging is the first step in creating a help desk trouble ticket. Accurate call logging is essential to solving problems and making the process easier for technicians and end users.

I recommend: TechRepublic provides an article on the importance of logging calls right into the help desk software application.

Trouble ticket

A trouble ticket is created when the help desk call is opened and follows the process until the problem is solved. Some of the fields to include on a ticket include the date and time of the call, names and user identifications, contact information and call priority. Updates to the problem are added by technicians as they work on the problem.

I recommend: CGI Research goes over some of the elements to include on a help desk trouble ticket.

Knowledge base

Including a knowledge base, or at least a list of FAQs (frequently asked questions) can allow end users to find answers immediately and save time for help desk and technicians. A knowledge base includes how-to information, solutions for solving common problems and other training and support data.

I recommend: Fact Guru offers tips for creating a knowledge base.

Asset management

Asset management is used to track inventory and resources like computers and equipment, software programs and other technology. Asset management is often integrated with help desk software.

I recommend: Asset Management Software provides a definition, links to solutions and more information about asset management.

Business critical

When setting up a help desk database, one task is assigning priority to incoming calls. One way to do this is defining processes that are business critical or mission critical; processes that, if interrupted, could cause the whole business to screech to a halt. These processes always take top priority in a help desk database.

I recommend: Sacramento State Environmental Health and Safety provides a worksheet to use in identifying and prioritizing business critical applications.

Service level agreement

A service level agreement (SLA) is a contract between a service provider and a customer that specifies how quickly technical issues must be addressed and fixed. An SLA is most often used between companies and contracted service providers. The warranties and guarantees in the SLA will determine the priority of the call and resolution.

I recommend: Sun Microsystems offers a guide for creating a service level agreement.