Interscale Content Hub – A cloud based help desk ticketing system is a software solution hosted on remote servers that helps businesses manage customer inquiries and support requests more efficiently.
It’s a one-stop shop where customers can submit tickets, track progress, and interact with support agents.
This technology has changed the game for customer service. It gives businesses the flexibility, scalability, and cost-effectiveness they need to keep up with modern consumers.
McKinsey points out in “Cloud’s trillion-dollar prize is up for grabs” how adopting cloud principles can help automate good-practice (GxP) compliance processes, so the organization can move quickly while staying secure and compliant.
So, let’s talk about cloud-based help desk ticketing systems.
What is a Cloud Based Help Desk Ticketing System?
A cloud-based help desk ticketing system is a software application that lives on remote servers and can be accessed via the internet.
When a customer submits a support request, the system creates a unique ticket that tracks the inquiry from start to finish.
This ticket includes all the essential info, like the customer’s contact details, the issue description, the priority level, and the assigned agent.
The system makes it easy for customers and support agents to communicate with each other. They can send messages, share files, and work together to find solutions.
Plus, cloud-based help desk ticketing systems often have features like automation, knowledge bases, and reporting tools, which make customer support operations even more efficient and effective.
Advantages of Cloud Based Solutions
Cloud-based help desk solutions are great for saving money. By getting rid of the need for expensive on-site hardware and all the maintenance that goes with it, businesses can slash their IT spending.
Plus, cloud solutions are priced by subscription, so you only pay for what you use. That makes budgeting easier and more predictable.
Cloud-based help desks can easily grow or shrink to match your current needs.
No matter how your business is growing—or when you get a lot of support requests—the system can adjust to keep things running smoothly.
Cloud-based help desks are a game-changer for modern businesses. This was really obvious during the pandemic.
Support agents can log in from anywhere with an internet connection, which is great for remote work and business continuity.
Security is a big deal for any business that handles sensitive customer data. Cloud providers put a lot of money into making sure their data is safe. They use encryption, backups, and industry standards to keep your data secure.
Finally, cloud-based help desks make it easy to update. They get automatic updates, so the system always has the latest features and security patches.
This means IT staff don’t have to do any manual updates, which saves time and resources while keeping the system running at its best.
For more info on how to build a solid system, take a look at “How to Build an IT Helpdesk Ticketing System for Centralized Clarity?“
Features of Cloud-Based Help Desk Ticketing Systems
Modern cloud-based help desk ticketing systems have lots of great features that make it easier for companies to provide customer support.
Ticket management is a key feature that lets agents create, assign, prioritize, track, and resolve tickets in an efficient way.
This system makes sure everything runs smoothly, so support teams can stay on top of things and be quick to respond.
Automation features, like ticket routing, canned responses, and auto-escalation, help to cut down on manual tasks and get responses out faster.
This is key if you’re dealing with a lot of tickets and want to keep the quality of service up.
Self-service portals and knowledge bases let customers take care of things on their own, which lightens the load on support agents and makes customers happier because they get answers faster.
The reporting and analytics tools are really useful for getting insights into things like ticket volume, resolution times, customer satisfaction, and agent performance.
This data helps us keep improving how we support our customers by showing us what’s working and what we need to focus on.
Tools like internal notes and shared inboxes make it easy for support agents to work together, so they can handle complex issues together and get them solved quickly.
You can see these features in action in top help desk solutions like Zendesk and HubSpot.
Zendesk has some great automation and reporting capabilities, which have helped companies like Unity save a cool $1.3 million by using automation and self-service tools.
Similarly, HubSpot’s integration of ticketing with CRM tools makes it easier for companies to interact with and manage their customers.
Top Cloud-Based Help Desk Ticketing Systems for Small Businesses
Today, we’re going to look at some of the best cloud-based help desk ticketing systems for small businesses. We’ll focus on the unique tools and capabilities they offer.
1. Zendesk
Zendesk is a well-known help desk solution that’s known for its comprehensive features and ease of use.
It’s got a super-slick agent workspace that lets agents manage tickets from emails, live chats, and social media in one place.
Zendesk’s AI-powered chatbot is there 24/7 to help, deflecting tickets from busy agents and guiding customers to self-service options.
This feature really helps agents get more done in less time, which means they can handle more complex tasks.
2. Freshdesk
Freshdesk, from Freshworks, is a great help desk platform for small businesses.
It supports all kinds of communication, including email, phone, chat, and social media, so you can capture and manage all customer interactions in one place.
Freshdesk’s automation features, like auto-assignment and canned responses, help cut down on manual work and get responses out faster.
The platform also has some great reporting and analytics tools that let you see what’s going on with your tickets and how long it takes to resolve them.
3. HubSpot
HubSpot has a powerful help desk solution that’s integrated with its CRM platform, which gives you a holistic approach to customer service management.
The ticketing system in HubSpot makes it easy to categorize customer issues and route tickets automatically, so you can handle support requests quickly and efficiently.
HubSpot’s customer satisfaction measurement tools and extensive APIs and SDKs make it easy to integrate with other business tools, which helps to improve the overall support experience.
The platform’s easy-to-use interface and wide range of features make it a top choice for small businesses.
4. Zoho Desk
Zoho Desk is another solid choice, especially for small businesses that need to integrate with other Zoho apps.
It’s got all kinds of cool features like auto-tagging, time tracking, and workflow automation to make ticket management a breeze.
Zoho Desk’s knowledge base and self-service portals let customers find solutions on their own, which means less work for support agents.
The platform’s ability to integrate with tools like Slack, Jira, and Salesforce makes it even more useful.
5. Salesforce Service Cloud
Salesforce Service Cloud is a comprehensive help desk solution that gives you a single view of customer interactions.
It’s got AI-driven automation, detailed customer profiles, and robust service analytics to help you respond faster and provide better service.
While Salesforce has a lot of great features, it’s also known for being scalable, which means it can support businesses of all sizes, from small startups to large enterprises.
However, businesses that aren’t already using Salesforce CRM might find the integration setup more complex and costly.
If you’re looking for more than just cloud-based help desk ticketing, you can also read “What Kind of Help Desk Ticketing System Open Source Brings Efficiency.”
Comparison Table: Which One Is The Best?
The best one is the one that’s right for your company goals and needs. So, you get to decide. But here are a few things to think about.
| Feature | Zendesk | Freshdesk | HubSpot | Zoho Desk | Salesforce Service Cloud |
| Pricing | Starts at $69/agent/month | Starts at $15/agent/month | Service Hub Professional plans start at $100/month | Standard plans start at $14/agent/month | Starts at $25/user/month |
| Free Trial | 14 days | 21 days | Yes | Yes | 30 days |
| Ticket Management | Advanced with automated routing, macros, and triggers | Auto-assignment, canned responses | Categorization, automated routing | Auto-tagging, time tracking | Automated workflows, detailed customer profiles |
| Multichannel Support | Email, live chat, social media | Email, phone, chat, social media | Email, chat, phone | Email, phone, social media, chat | Email, phone, chat, social media |
| Automation | AI-powered automation, chatbot integration | Automation rules, bots | Workflow automation, chatbots | Workflow automation, AI tools | AI-driven automation, workflow automation |
| Self-Service | Self-service portal, AI-powered knowledge base | Knowledge base, forums | Knowledge base, community forums | Knowledge base, self-service portal | Self-service portal, AI knowledge base |
| Reporting & Analytics | Advanced analytics and reporting | Comprehensive reporting, SLA management | Customizable dashboards, analytics | Custom reports, dashboards | Service analytics, detailed reports |
| Collaboration Features | Shared inbox, internal notes | Team collaboration tools | Team collaboration tools | Shared inbox, collaboration tools | Omnichannel routing, team collaboration |
| Integration Capabilities | 1,000+ integrations | 500+ integrations | APIs, SDKs available | Integrates with Slack, Jira, Salesforce | Integrations with 3rd-party tools, Salesforce ecosystem |
| Ease of Use | User-friendly interface, quick setup | Intuitive UI, easy setup | Simple UI, easy onboarding | Easy to configure, intuitive UI | Comprehensive features, may require training |
| Scalability | Highly scalable for growing businesses | Scalable, suitable for SMBs | Scalable with CRM integration | Scalable, integrates well with other Zoho products | Highly scalable, ideal for growing businesses |
How Interscale Can Be Your Supporting System in Helpdesk
At Interscale, we offer help desk support solutions that can be tailored to fit your business’s needs.
Our cloud-based help desk ticketing system makes it easy for you to manage customer inquiries efficiently and effectively.
Interscale’s solutions give you multichannel support, automated ticketing, and robust reporting tools to help you streamline your customer support operations.
For more detailed info, just head over to the Interscale Helpdesk Support page. Or, if you’re ready for a discussion session, just let us know and we’ll set one up for you. We’re all set for you.
Conclusion
Cloud-based help desk ticketing systems have a lot going for them. They’re cost-effective, scalable, accessible from anywhere, more secure, and get automatic updates.
These systems can really help to improve customer support operations by integrating advanced features like automation, multichannel support, and robust reporting tools.
When you’re looking for a cloud based help desk ticketing system solution, think about things like scalability, security, customizability, integration capabilities, user-friendliness, and pricing to find the best fit for your business needs.
