Product Evaluation Recommendations

Generic Customer Support

IT Help Desk Software

Is the Database Backend Important ?

 

 

 

 

Will you be providing Support for Computers/Computer Users? Or more Generic Customer Support?

The first consideration is whether you need just generic customer support software or help desk software for Computer Users.�

 

After I released my first two help desk programs many years ago (Been There, Done That! and Problem Solved!) I was surprised at the number of people who emailed me that they were not using the programs for IT Help Desk functions.� They were using these programs for more generic customer support.� As one customer wrote me:� �the price was right, so we just don�t use the functions we don�t need�.� This is fine with me, but I have developed programs without the computer/peripheral/software inventory type of information and consider these programs more generic for any kind of customer support you can imagine.

 

 

 


Generic Customer Support

 

QUAD Help Desk 2.9 has just been released.� This program is concentrated on just Customers and Calls from Customer.� While many organizations will use only the windows interface, a mini-http server is also provided and will let customers submit support requests via browser.� This interface is kind of Spartan and does not provide for user logins/passwords, however, it has the advantage of being very easy to implement.�

 

 

A site license for QUAD Help Desk Standard Edition 2.9 is just $129, and yes, this is for unlimited users at a single location.� For those who like this program, but want user logins and procedure security to the windows application, consider QUAD Help Desk Pro Edition at just $199 per site.

The backend database for QUAD Help Desk (Standard and Pro Edition) is a proprietary backend.� This file format is stable, robust and scalable but a free ODBC driver is not provided.� The web interface is also not very modifiable since most of the pages are created dynamically by the mini- http server, so there are no physical pages to modify.� If you prefer a more open backend database, such as Microsoft format .mdb file, you may want to consider Proactive Customer Support.�

 

The backend database for Proactive Customer Support is a Microsoft Access format .mdb file, but the front end of the windows application is more intuitive, yet comprehensive, than you would likely be able to create yourself.� Add to that a robust web interface which allows your customers to create their own accounts, and submit and track support requests via web browser and you have a full featured customer support help desk for less than $200.� A client server version of Proactive Customer Support is being considered and right now I am leaning towards a Microsoft SQL Server back end.

 

 

Proactive Customer Support also includes more extensive reporting options, including a variety of reports created using Crystal Reports (runtime files are included) so many organizations will find PCS preferable to QUAD Help Desk for the reports alone.

 

 

In all honesty because PCS uses a combination of Active Server Pages (.asp) and .html template files (we recommend Microsoft IIS for the web server) it can take more effort to get the web interface up and running than the web site for QUAD Help Desk.� However, in the long run you may find this worthwhile.

 

 

 


IT Help Desk Programs � for supporting Computer Users

 

My first help desk program, Been There, Done That! is still a popular choice for many organizations.� The low price of just $129 may be one reason why, but the intuitive interface for this windows only program may be another reason for its continued popularity.�

 

 

 

Been There, Done That! has gone through many changes over the years.� Many of the changes are the direct result of emails from customers and potential customers.� As long as the program continues to be popular I will continue to update it to make it better in every way I can.

 

While many organizations are content with a �windows only� interface, after releasing Been There, Done That! I received a number of emails from customers saying that wanted to give users the ability to submit support requests via web browser.� My response to those users was a program I named Problem Solved!. �Similar in many respects to Been There, Done That!, this program also includes a mini-http server.�

 

 

 

Do you have specific needs for the backend database?

After I released Been There, Done That! and Problem Solved!, I had people write to me that they liked these programs, but wanted to use a Microsoft format Access .mdb file on the backend.� In response, I developed what I now call the AccessAble Help Desk product line.� Originally, I developed the AccessAble Help Desk Suite and Special Editions.� These programs both had an .mdb file for the backend, but used the same mini http server for a web interface.� Feedback on these programs was good, but I quickly started getting requests to let users of the AccessAble Help Desk products use Microsoft IIS as the web server.� The customer may not always know best, but they are the customer, so.. I replace the Suite and Special Edition with the AccessAble Help Desk Professional Edition.� Now at version 2.55 this continues to be my most popular IT Help Desk Program (with Been There Done That! and Problem Solved! Close behind).� Sometime after the Pro Edition was first released, I started hearing from people who liked the Pro Edition but wanted to Microsoft SQL Server as the backend database � since they already used MS SQL for other database applications, it made sense to them to use the same server for the IT Help Desk program.� Do you see now why I have so many programs to choose from?� I guess I just can�t say no � at least I don�t very often.� Sorry, but I have not added Oracle or AS/400 or Lotus Notes based help desk programs to the portfolio.

 

Anyway, the AccessAble Help Desk product line now consists of the Professional Edition $499, the AccessAble Help Desk Client Server Edition $599 and even a Standard Edition $99.00 for those on a tight budget, who may later upgrade to the Pro Edition or Client Server Edition of the program.

 

The AccessAble Help Desk Pro Edition is a full featured windows based application with optional web interface that uses an .mdb file on the backend.�

 

 

The AccessAble Help Desk Client Server Edition is very similar but uses a Microsoft SQL Server database on the backend.� Please note that I do not resell software so you will need to have already acquired licenses for MS SQL Server to use this program, or have a web host provided MS SQL Server license.

 

 

 

 


Yes, I have other Help Desk Programs..

 

But this document just points out some of the differences between a few of my most popular products.� Some of the current product line may be discontinued due to lack of sales (this includes DBS Help Desk, and My Problem Solved! � My Problem Solved! Was my only program to offer support for the Open Source MySQL database) while other programs are being rewritten or have major modifications planned (these include SRM Help Desk and Shut Up and Reboot).� However, I hope that this document will help save you a little time and make it easier to identify which of my programs you may want to evaluate for your organization.