Different kinds of aid desk programs provide various options. In addition, software providers have unique features for their particular business. An assistance desk can be described as a desk, and its main job is to respond to questions from customers, and make sure that all questions are not unanswered.

Identifying the list of the essential features is crucial. Next, choose the kind of Help desk software.

Web-hosted help desk software

Web-based, often called cloud-hosted or software as service hosted on the vendor’s servers. It’s accessible via an internet browser (vendor’s website) and mobile or desktop applications. It is required to be connected to the Internet connection. In the absence of this, you won’t be able to retrieve and view or update tickets.

Help desk software on the web is provided to businesses for rental. You can select the monthly subscription or a yearly rate split into monthly instalments. In addition, certain providers offer additional subscription options, such as a monthly rate, quarterly, etc.

Medium and small companies typically utilize this kind of desk due to its simplicity of installation, flexible payment terms and features.


  • The vendor offers tech support maintenance, upgrades, and support to the equipment.
  • The data is saved and is available for retrieval at any time.
  • The owner of the application is responsible for software updates and releases.
  • Very little to no IT expertise is required to install and begin using the program.
  • Accessible from any device that has an Internet connection.
  • Businesses can easily expand their operations by changing the subscription plan.


  • If servers are down and companies cannot access the help desk, they aren’t allowed to use the Help Desk.
  • The company needs a reliable Internet connection to connect to the software.
  • Recurring monthly expenses.
  • Security concerns due to the remote location for the servers which store the information.

On-premise (self-hosted) help desk software

A help desk on-premise is a proprietary software licensed by the company and is hosted and owned by the business. After buying the license, businesses put the program on their servers and handle the ongoing maintenance. It is usually an initial setup cost. The upgrades offered by the vendor could require an additional cost.

Self-hosted models offer higher information security and are expected to integrate easily with other business systems.


  • Businesses have full control over their data because they are the owners and hosts of the system.
  • The software can be more integrated with other systems for business and, consequently, can be adapted to meet the company’s requirements.
  • The IT team can improve it by making new functions or altering how the current software functions.
  • Businesses can plan maintenance or software updates.


  • The company should be responsible for installation, maintenance and upgrades.
  • It requires a dedicated IT team.
  • It involves significant investments as well as recurring expenses.
  • There is the possibility of losing the data due to power failure, physical catastrophe or any other cause.

Large corporations frequently use Self-hosted software because it requires massive investments and gives full control over the data.

Enterprise Help Desk Software

The Enterprise Help Desk software is the most complex structure and is often a part of a large system. The enterprise help desk has features that offer internal support with support for customers. The features offered include the management of accounts, assets, and surveys. Management.

In addition to addressing customer problems, this kind of help desk software is intended to improve the overall efficiency of the business.


  • The system can customize to meet the needs of your company’s workflow.
  • It comes with a variety of features.
  • It allows simultaneous both customer and internal support.


  • Pricey.
  • Implementation takes a considerable amount of time and also requires the assistance of a group of experts.

Open-source help desk software

This help desk software is perhaps the most sought-after, available for free. The companies have access to source code and can alter the program at their discretion. In addition to making changes to the code by themselves, companies can leverage the updates provided by the community that is working to develop the Help Desk.

Nowadays, the companies that offer open source help desk software offer premium features and support. Since the software is free, businesses can count on support from the community. However, they can obtain the support of a specialist for a fee. Additional paid-for services are software set up and training, integration and other add-ons.


  • The software is available for free.
  • The code source is easily accessible and is easily edited or enhanced.
  • Businesses can modify the software in any way they’d like.
  • The system allows for an unlimited number of users.


  • There’s a possibility of being exposed to malicious software.
  • Hidden costs could result in a higher cost than proprietary software.
  • No dedicated support.
  • Businesses require an internal IT department that can regularly enhance and maintain the code.

You might also consider the Best Free Software Review features, pricing, and features in 2021.

Help desk software that is cloud-based

Cloud-based software is frequently described as a web-based software. The reverse is also true. There is a fine distinction, because cloud-based software can be described as a combination of desktop, and web applications. There are differences.

In contrast to web-based apps, cloud-based applications can run offline. They use Internet connections for downloading and uploading information, but they are also run on users’ computer systems.

Besides, cloud-based ticketing systems may be located in multiple servers managed by third-party companies. Web-based apps are run by vendor servers alone. Cloud-based help desk software gives you enormous scalability and can handle massive volumes that fluctuate.


  • Low cost of implementation.
  • The software is accessible from any location, at any time.
  • Users can reach Helpdesk assistance even if they are not online.
  • There is no IT expertise required to install and begin using the program.
  • Vendors can offer vendors a Service Level Agreement which guarantees 24 hours a day, seven days a week and 99.99 100% availability.


  • The data is stored on remote servers, which opens potential security risks.
  • If there isn’t an Internet connection, then the app won’t be able to backup and retrieve information.
  • Monthly recurring costs.
  • The downtime of servers can lead to the temporary suspension of business processes.


Cloud-hosted help desks are available for cost-free or require only small monthly payments. As a result, they’re easy and quick to start. However, on the other hand, they give little control over information and features, with they are not customizable in the way that other apps do.

On-premise software gives full control over data, and it can be thoroughly tailored to meet a business’s requirements. But businesses must be prepared to invest a substantial amount of money. And have the funds to keep and update the software.

The help desks of Enterprise are robust and flexible. But they’re expensive. The company has to hire or form its team to develop the software.

Open Source software saves money on the initial investment. However, a company’s engineers should be able to complete all the setting maintenance, configuration and setup of the system independently.

Cloud-based help desks enable businesses to manage fluctuations in load. However, the software is expensive and takes a long time to be implemented.

Tags: , ,

Related Article


Leave a Comment