Build or Buy an IT Help Desk? Part 3

Here are the Last Few Reasons You Should Purchase a Help Desk/Customer Service Software Package.

Of course, with Software-as-a-Service (SaaS) can save you a lot of money and SaaS vendors can get you up and running faster than deploying software on your own infrastructure. Our main point is that building your own help desk or customer service application really makes little economic sense. There are many products that are commercially available. Surely, there are a number of products that can meet your needs. We see many companies live to regret trying to build and maintain a product on their own.

Reason Four: You will have access to patches, updates, user groups, updated documentation, and technical support when the product is released and when you need it.

Reason Three: No matter how good the training, and no matter how great the documentation, sooner or later you will need to call the vendor’s technical support. This need usually arises at the worst possible time and inevitably involves a customer. Developers are busy people and you have to ask yourself if the in-house developers will be available when you need them. Most vendors have help desks that are open 24/7 and are literally waiting for your call.

Reason Two: Updates. A purchased product is continually updated, debugged and readied for your immediate use. With an in-house product your staff will usually be debugging the update after it is installed. This is not fair to your staff, your customers, or your boss.

Reason One: You can purchase, train on and implement a purchased product in a fraction of the time it takes to design, code, document, train on and implement an in-house product. A software development project can easily take on a life of its own and by developing an in-house product you are competing with paying customers. Unless you work for one of those unique companies mentioned earlier and unless your help desk can command the resources it needs, when it needs them, the chances are that in-house development will be prohibitively costly, time consuming, frustrating to train on and difficult to implement.

See our white papers at