Out of 5 different software packages, I found there are typically 3 main components found in Help Desk software packages.

1) Help Desk Management: Two main features include; A) Form Creator – You can design a form for almost any function of the helpdesk. I think this is a great feature. Any one person can tailor forms to fit their style/routine of work. Examples could be; tracking tickets that are still open, tracking repeated incidents for the client. One of the form creator features I am most fond of is the ability to track the cost and time spent on specific problems. After viewing this report on a bi-weekly or monthly basis, the help desk can be modified to provide better support to the customer in that needed area. B) Database similar to Microsoft Access: This of course works hand-in-hand with the form creator; however, you are able to run queries by combining multiple forms. One type of query could be processed by tracking all tick

Web support has become increasingly popular mainly because users can literally “Help Themselves”. Numerous software companies have created online support engines, usually called FAQ’s (Frequently Asked Questions), that a user can utilize and often solve the problem with out needing an actual live person. The next step in Web Support is called “Live Chat” (usually something similar to Instant Messenger). Live Chat offers an experienced support technician that can help you with your problem. These types of support are very popular mainly because they are free. Utilizing web support at no cost allows home users and small business owners who can not afford contracted technical support feel comfortable about buying a software/hardware product.

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