Despite this variation, the requisite core functionality of the recording and tracking of support requests is usually fairly consistent, as of course is the reporting requirement.

Consistency aside, it is important to consider all the differentiaters when choosing a solution. The help desk is rapidly becoming a central repository of customer communications and data. Access is often required by a wide range of personel - not just those addressing immdiate problems and issues, but sales representatives, account managers and others. In this scenario it is important that access is available to all who need it (secure access of course) and that it is presented in an appropriate manner.

In recent months, due to the fierce competition, prices have fallen dramatically. The buyers market is finally emerging for this technology. The flip side of this is that there is no longer any excuse for not using robust and trusted methods to select the right product for the job.