Every organization/company/government/NGO/college/university/church/one-man-shop/SMB/Enterprise/Fortune 500/Inc 5000 needs a help desk. It is universal. It surpasses all boundaries and languages. People world over need a help desk. In one form or another.

So I write this post under the assumption that you have grown out of the email help desk system. In case you are wondering what that is – when you use MS Outlook or Gmail to access all your mails from your users, that is called an email help desk system. And if you are really wondering that and said, “Hey, I do that!”, you need to start looking at options. There is a different world out there.

So how does a company or anybody go about selecting their help desk software? Do they look at features? Do they look at price? Brands? ITIL? Of course, I understand that all these come into play, depending on your needs.

Let’s say I have a budget to buy a help desk software in the next 3-6 months, what should I be considering? Why I ask this question is because I am working on a some sort of criteria that can be used by end users (Help Desk Managers or CIOs) to make that choice. Should there be one for every industry or vertical?

Thanks in advance!