Whether you call it help desk software,
call tracking software, CRM (customer relationship management), or problem management software,
the question remains the same--what kind of help desk software do you need?
There ARE lots of help desk software programs
out there and no one software system is going to be the panacea for everyone.
It helps if you know what are your requirements in call tracking software so you can shop
intelligently. Here are some things to consider as you get started on your search for the best
help desk software for your organization:
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Is your help desk primarily set up to manage INTERNAL support requests from within your organization or issues from EXTERNAL customers?
Internal - 67%
External - 33%