Cloud Helpdesk vs. Self-Hosted: How to Make an Informed Choice
Learn which version of help desk software is the best pick in your case
Choose the right help desk for your needs
Selecting help desk software for an organization is a big decision. The software you choose can have a significant impact on both your IT agents and end users. It’s also a difficult choice to walk back, as once you’ve committed to a tool, it’s a fairly major undertaking to migrate your data to a different one.
However, you can take a lot of the guesswork out of this choice by first determining if you would prefer a cloud or self-hosted solution. By discovering this piece of the puzzle early on, you can quickly eliminate a lot of potential options and find something close to your requirements.
In this article, we’ll explain why the cloud versus installed software decision matters. Then we’ll discuss a few considerations to keep in mind when making the decision.
Why the help desk software decision matters
The choice of whether to go with a help desk available in the cloud or on-premises can impact several areas. When making this decision you’ll want to keep in mind how your organization’s processes may be affected.
First, the user experience differs between web-based and installed software. Installed software can be faster and more reliable, because it doesn’t rely on an Internet connection to run. This can make for a more consistent user experience.
Cloud software is accessible from anywhere with an Internet connection, which can be very convenient. However, there’s a downside to this as well. If you or your service provider experiences downtime, you may be unable to access your help desk solution.
Software upgrades and updates will also be handled differently. With cloud software, you don’t have to worry about this, since maintenance will be performed by your service provider. In contrast, installed software that lives on your server will require you to handle software upgrades and updates.
Three areas to consider when selecting help desk software
Once you’re comfortable with the overall advantages and disadvantages of different help desk software, you’ll want to have a closer look at some key considerations for choosing one.
The next sections offer four distinct areas to consider, beginning with arguably the most important for your end users:
- Security
- Flexibility
- Features
1. Security
With increasing concerns around data privacy, you’ll want to be sure that information in your help desk is secure. If you’re considering a web-based solution, it’s a good idea to look for a service provider that’s focused on security.
For example, SolarWinds Service Desk can provide you with peace of mind around these issues in several ways. For one, you’ll have multiple options for data center locations with data centers available in both the United States and the European Union. In addition, physical access to the servers is highly restricted.
All information to and from these servers is encrypted with 2048-bit SSL encryption. This is the same level of security used by banks and e-commerce sites, so your data should remain private.
2. Flexibility
Depending on the organization, scalability and flexibility can be key aspects to pay attention to. It makes sense to look at your current situation to help determine how a flexible solution can benefit your organization.
First, consider whether multiple departments will be able to make use of the software. For example, a help desk software may be intended primarily for the IT department, but Human Resources or Facilities may be able to make use of it as well. Service Desk capabilities lend themselves well to all types of service management process including hiring and onboarding.
Flexibility also combines with scalability. If your organization is preparing for growth, you’ll want to bear this in mind when selecting help desk software.v
3. Features
In the interest of flexibility, you probably won’t want to choose an overly simple solution. Having all the functionality you need can make life easier down the road. What you want your help desk software to handle can vary from one organization to another, but there are some features you’ll likely need to have.
A ticketing system is an essential part of any help desk.
You can use a ticketing system to organize IT service requests, regardless of how they come in. Everything from emails to walk-ups can be assigned a ticket. The Web Help Desk ticketing system enables you to set up automated ticketing management, further increasing IT efficiency.
You may also want to look into IT asset management features.
Keeping track of how many software licenses you own, which ones need to be renewed, and who is using them can be a full-time job in itself. An asset management solution can help you avoid software license gaps by automatically reminding you of necessary renewals.
Conclusion
When determining if you’d prefer a cloud or locally installed help desk solution, keep the following in mind:
- Security - You’ll want to keep user data safe.
- Flexibility - Anticipating future growth and changes in your organization can be difficult, so you’ll want software that can handle a variety of possibilities.
- Features - Some help desk features are non-negotiable, but you’ll want to keep your wish list handy when making this decision.
Be sure to evaluate SolarWinds Web Help Desk (an installed solution) or SolarWinds Service Desk (a cloud-based solution) to see which option suits you best.
Try a cloud-based help desk solution to see if it’s the best pick in your case
Web Help Desk
Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error.
Don’t waste time responding to repetitive, run-of-the-mill questions.
Breaching your SLA could spell disaster for your business.
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