October 2005 - Featured Article: Integrating Web-based Support within Your Helpdesk

Integrating a web interface component enables your support department to dynamically interact with your automated helpdesk software from any location. A complementary web interface component provides a dynamic connection to your helpdesk database. Increase efficiency and productivity among your support center by allowing IT technicians, customers, or other desktop support members connectivity from any network location. Because web interface components are thin-client applications, they can be accessed by a large number of concurrent users from most HTML web browsers and can decrease the TCO of your helpdesk.

A Web-based Helpdesk Solution Should Provide:

Access to self-service tools such as an internal knowledge base of information. High-level support members can enter accurate technical information that first level support personnel or customers can utilize for proactive problem resolution.

A dynamic interaction to your database of information. Clients or support personnel that enter or edit issues, or detail actions taken towards an issues resolution are assured that database information is immediately available. There are no duplication of efforts, or waiting for information to be downloaded.

Access to your helpdesk database for an unlimited number of users. The cost-effectiveness of adopting a web interface component versus the sole use of a traditional desktop package can be substantial. Consider the costs associated with upgrading or acquiring additional software licenses for your helpdesk application.

Many web interface components provide access for an unlimited number of users and operate with standard web browsers that are relatively low in cost, or may be downloaded for free.

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