Help Desk Software Comparison
March 3, 2010
Choosing a help desk software package is the most essential part of running a help desk. The software should take care of all the needs of the help desk and include strong product support. The software should be easy to use and easy to understand. It should help to accomplish the goals of the IT help desk.
Numara Track-IT and Kayako are two help desk software packages that can be chosen from the wide variety of help desk software available. They include many of the same basic features that a help desk need to operate like live ticket tracking, data bases, automatic software updates, email management, and asset management. Also these software packages have an easy to use interface that can be taught to anybody in the customer service industry. The ability to train staff without difficulty should be one of the most sought after features of help desk software.
The main thing that sets a software package apart from others is the differences in services it can offer. Kayako offers a live chat feature that could cut down on the time of an open ticket. Plus that feature would bypass the automation that is so common with telephone support. Numara does not offer this feature in its general package. Numara has features that can evaluate the efficiency of the help desk staff so improvements can be made in the area that are weak such as the amount of time each incident takes to be resolved. Kayako has features which allow communication between Outlook and the software and also integrated use of smart phones for access to the help desk at any time whereas Numara does not. Numara has many add-on packages to accomplish most IT needs for a company and Kayako is just the one help desk software package that is updated frequently. Starting at 29.95 a month an unlimited number of users can have access to the software. As for Numara, depending on the package that is to be purchased the price ranges from $495 to $995 with the price left out for the Enterprise version. Numara makes a point to support ITIL best practices and Kayako does not.
All of these differences in help desk software may be positive or negative depending on the use of the software or the size and reputation of the company that wishes to work with the software. The most important thing with help desk software should be that it helps to provide great customer and client services to the people who are a vital part of any company.
Sources:
http://www.customerservicepoint.com/track-it.html
http://www.helpdeskindex.com/kayako-review.php
March 31, 2010 at 7:00 PM
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