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Introduction

This is a sneak-peek of all the things that are in store for you in this guide. By the end of this guide, you should have answers to these questions:

What is an online helpdesk and why do I need one?

What kind of online helpdesk is best for my business? ITSM or customer support? Hosted or on-premise?

How do I put together a feature list? What if I have no idea what I need?

If you already know the answers to these questions, bravo! Feel free to stop reading right now. Or read it through anyway and lets know what you think. Tell us what you like, what you hate, what ticks you of, the whole works. We promise to not send you hate mail.

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