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Helpdesk Solutions

Types of Helpdesk Solutions

Types of Helpdesk Solutions

In the multifaceted world of helpdesk solutions, picking the right type can be the cornerstone of a business’s service management structure. Choosing the appropriate solution leans heavily on various parameters including the organization’s size, the nature, and volume of incoming queries, and other specific requisites that are peculiar to a company’s operations. Let’s delve deeper into the dominant types of helpdesk solutions traditional and cloud-based systems, and scrutinize their individual characteristics to aid you in making an informed decision.

Traditional vs. Cloud-based Helpdesk

A significant part of the deliberation in selecting a helpdesk solution is pivoted around two main types – the traditional helpdesk and the cloud-based helpdesk. Here, we break down the attributes, pros, and cons of each to facilitate a better understanding and to help steer your choice.

Traditional Helpdesks

Traditional helpdesks are grounded on on-premises servers, necessitating a framework of hardware and software installations. They offer a controlled environment where the businesses house the entire setup within their own space.

Cloud-based Helpdesks

On the flip side, cloud-based systems operate through internet hosting, which translates to an ease of access from virtually anywhere, given the availability of an internet connection. They are hosted on the provider’s server, thus saving a company from the hustle of maintaining a physical server.


To further assist you in weighing your options, here we answer some commonly asked questions:

  • Q: Which is more secure, traditional or cloud-based helpdesk solutions?A: Security in both setups can be robust, but where traditional systems benefit from in-house security protocols, cloud-based systems lean on the provider’s security measures. However, recent advancements in cloud technology have significantly bolstered security in cloud-based systems, sometimes even surpassing the security levels in traditional setups.
Pros and Cons

To distill the discussion, let’s enumerate the pros and cons of each system:


  • Pros:
    • Complete Control: Companies have full control over the security measures, updates, and system changes.
    • Customization: The infrastructure can be customized to align meticulously with the company’s needs.
    • Data On-Premises: All data remains within the company premises, offering an added layer of security.
  • Cons:
    • High Initial Costs: The setup requires a hefty investment in infrastructure.
    • Scalability Issues: Scaling the system as the business grows can be cumbersome.
    • Maintenance: Requires a dedicated team for regular maintenance, adding to the operational costs.


  • Pros:
    • Scalability: Cloud-based systems offer a seamless scalability option, adapting effortlessly as the business evolves.
    • Lower Upfront Costs: With no requirement for physical servers, the initial costs are considerably lower.
    • Automatic Updates: The system updates automatically, ensuring you always have the latest features without any hassles.
  • Cons:
    • Subscription Fees: The model operates on a subscription basis which entails ongoing fees.
    • Internet Dependency: The system’s operability is heavily reliant on internet connectivity.
    • Data Security: Even though providers maintain high security, the fact that data is stored off-premises can sometimes be a concern.


In conclusion, the decision between traditional and cloud-based helpdesk solutions hinges on an intricate balance of your company’s specific needs, the budgetary allowances, and the extent of control you wish to retain over the system. While traditional setups offer unparalleled control, cloud-based systems bring in modernity, scalability, and lower upfront costs. As we forge ahead in a digitalized environment, it becomes imperative to choose a system that not only addresses today’s needs but is also geared to meet future challenges adeptly.

We recommend engaging in a thorough analysis, taking into consideration all the detailed insights provided, to select a solution that stands as a pillar of support in enhancing your business’s service management landscape.

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