The report examines the current trends in help desk software purchasing, revealing that most buyers are first-time purchasers, particularly in the public sector and software/IT industries. Many buyers aim to replace manual processes, with 37% still using methods like spreadsheets and emails, while first-time buyers mainly prioritize improved efficiency. Notably, existing software replacement buyers seek additional functionality and modernization as their main goals.

1. Software Advice BuyerView:
Help Desk Software Report
Insight into today’s software buyer

2. This report presents the findings of a recent Software Advice survey of
companies currently purchasing new help desk software. These findings show
that a majority are first-time buyers and the greatest year-over-year increase in
buyers is found in the public sector and software/IT industry segments.
Abstract

3. Nearly one-third of buyers are looking to replace manual methods, which include
using spreadsheets, email and written notes to manage help desk processes.
Prospective Buyers’ Current Methods
Help desk software37%
Manual methods30%
Multiple systems16%
Nothing9%
Custom system6%
Outsourced1%
Other2%
N = 385

4. Comparing this report to our 2014 version, we see that the group with the largest
year-over-year increase is the buyers who are replacing manual methods.
Changes in Current Methods: 2014 to 2015
0%
15%
30%
45%
60%
Help desk software Manual methods Multiple systems Nothing
9%
16%
30%
37%
13%
11%
23%
40%
2014 2015 N = 385

5. Buyers replacing existing help desk software have different goals than first-time
buyers, such as more functionality (35 percent) and modernization (13 percent).
Top Reasons for Replacing Existing Software
Add functionality35%
Modernize13%
Not user-friendly12%
Improve efficiency11%
Company growth9%
Other20%
N = 235

6. First-time buyers primarily seek improved efficiency. This suggests that the
biggest drawback to using manual methods is a lack of efficiency.
Top Reasons for Evaluating New Software for the First Time
Improve efficiency35%
Add automation15%
Add functionality12%
Company growth10%
Modernize7%
Other21%
N = 152

7. Read the full report
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8. Software Advice™ is a trusted resource for software buyers. The company's
website, www.softwareadvice.com, provides detailed reviews, comparisons and
research to help organizations choose the right software. Meanwhile, the company’s
team of software analysts provide free telephone consultations to help each
software buyer identify systems that best fit their needs. In the process, Software
Advice connects software buyers and sellers, generating high-quality opportunities
for software vendors.
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