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Managing daily customer complaints across multiple channels can feel overwhelming, especially when support tickets start piling up.
For businesses handling high volumes of inquiries, speed, reliability, and scalability aren’t just nice-to-haves; they’re essential.
A cloud-based ticketing system might be what you need to achieve customer service excellence. It empowers your support teams to deliver timely, efficient customer service from anywhere, while minimizing data loss and ensuring top-notch security.
The result? A smoother workflow, happier customers, and a stronger reputation for excellence.
This blog will discuss what a cloud-based ticketing system is, its features and benefits, and provide a list of the 13 best cloud-based help desks to help you get started.
What is a cloud-based ticketing system?
A cloud-based ticketing system is a support system accessible through the internet, allowing support agents to manage customer inquiries online.
As opposed to conventional cloud-based help desks that need installation and frequent updates, cloud-based ticketing systems function over the internet, doing away with the need for installation.
This type of ticketing system is accessible through any internet-enabled device, such as smartphones, iPads, laptops, and desktop computers.
Since it’s cloud-based, the system offers greater flexibility and scalability without being weighed down by complicated setup or maintenance processes.
The cloud ticketing system helps businesses by allowing support agents to handle customer queries from anywhere, as long as they have an internet connection.
Differences between on-premises help desk and cloud-based help desk
Although cloud-based help desks and on-premises help desks have similar purposes, they differ significantly in various aspects, like ease of use, accessibility, cost, and infrastructure.
| Criteria | On-premises help desk | Cloud-based help desk |
| Accessibility | Only accessed within the organization’s network. | It is easily accessible from any location, provided there is an internet connection. |
| Cost | Infrastructure, maintenance, and software licenses result in higher expenses. | Users subscribe to the features they need, resulting in lower costs. |
| Convenience and efficiency | Often require additional downloads and updates. | Accessed in real-time without installation, and you can get the latest version easily. |
| Scalability | Scaling up can be expensive and complicated, requiring extra infrastructure and licensing. | Scale up easily by upgrading to a higher plan without the need for additional infrastructure. |
| Data security | Physical security measures protect servers and networks from unauthorized personnel. | Operates on a unified platform, making it easier to enforce security policies, track user activity, and detect threats. |
| Location | Physically located within an organization. | Hosted on the provider’s servers, accessible through the web or mobile app. |
Key features of a cloud-based ticketing system
A cloud-based ticketing system contains several features in order to facilitate customer service and increase efficiency. They include the following:
Ticketing system
A help desk ticketing system converts incoming customer requests to tickets, categorizes, prioritizes, and routes them to the right support agent for resolution.
It helps customer service teams to track customer issues and streamline support operations.
Live chat is a real-time communication tool enabling clients to raise complaints and receive immediate help via a chat widget on websites or apps.
Support agents can manage multiple chats and save chat conversations for easy reference and follow-up.
Other key chat features include round-the-clock offline chat and generative AI assistance, ensuring fast and accurate responses.
Omnichannel support
A cloud-based ticketing system features omnichannel customer service, giving support teams access to all customer interactions across channels such as WhatsApp, Facebook, Instagram, Telegram, Email, and SMS, all in one place.
This unified view ensures personalized, informed responses and makes sure no inquiry goes unresolved. It also enables agents to collaborate more efficiently when handling complex issues.
Artificial intelligence (AI)
A cloud ticketing system has artificial intelligence features that aid support agents in their daily customer service operations.
Some of the key AI tools include:
-
AI agent: Acts as a 24/7 virtual support representative, instantly analyzing customer queries and providing accurate responses. It resolves common issues instantly and directs customers to appropriate resources for complex queries. It also integrates with external systems via API for actions like order cancellations and status checks, all while maintaining your brand’s tone.
-
AI Copilot: It helps agents generate accurate replies based on ticket context, recommends relevant knowledge base articles, and summarizes ticket history with one click, saving agents time and improving response accuracy.
- AI Action: Automates customer support by securely connecting to existing systems via API, allowing agents to execute complex workflows like refunds, data updates, and license checks directly from conversations.
Knowledge base
A cloud-based help desk includes knowledge base software that stores information for employees and customers. Support agents can quickly access the information required to solve inquiries, reducing ticket resolution time.
Customers can access information on their questions and resolve issues independently at any given time.
AI-powered search feature makes it easier for both customers and support agents to find the right information quickly. Instead of relying on exact keywords, it understands the intent behind each search and delivers the most relevant results from the knowledge base.
With a multilingual help desk, global users can access help resources in their preferred language through AI assistant translation or manually created content.
Task management
A task management system breaks down complex issues into smaller tasks to be resolved by different support agents.
When multiple agents are working on a single ticket, the resolution time reduces, thereby improving customer service.
For instance, onboarding duties can be divided into several simpler tasks, such that assigning laptops, installing software, and holding onboarding meetings are assigned to multiple teams under a primary ticket.
Reporting and analytics
A cloud-based help desk offers powerful built-in reporting and analytics tools and dashboards to track key metrics such as customer satisfaction score, SLA, agent performance, and support traffic monitoring.
These report and analytics tools include key metrics ideal to effectively monitor and optimize overall support performance, identify customer service trends, and make data-driven decisions.
Automation
A cloud-based ticketing system leverages help desk automation to streamline customer support by performing predefined actions without manual input.
Common automation rules include:
- Automated ticket routing and assignment based on category, priority, or agent availability.
- Sending automated emails for SLA alerts, notifications, reminders, and escalations.
- Reopening or closing tickets automatically based on status changes or inactivity.
These automation functionalities improve efficiency, reduce response times, and help maintain consistent, high-quality support across all customer channels.
Why do businesses need a cloud ticketing system?
Implementing cloud-based ticketing systems is essential for managing customer support operations in any business. They offer numerous benefits to organizations of all sizes.
Enhance accessibility and availability
Using a cloud-based ticketing system, agents can provide support to customers at any given time.
Teams can operate from remote areas with a cloud-based help desk and perform tasks efficiently.
A cloud-based help desk ticketing system operates on different internet-connected devices, including desktops, laptops, tablets, and smartphones, ensuring that end-users get help from their preferred device.
Ensure scalability
A cloud-based ticketing system helps teams manage an increasing volume of support requests as businesses expand.
Your business can stay ahead of competitors since it can continue providing consistent customer service even after growth.
Enhance self-service
A cloud-based ticketing system offers a knowledge base feature enabling customers to get solutions at their convenience, enhancing ticket deflection.
Cloud-based help desks enhance customer satisfaction by providing additional support layers, such as community forums, where users can ask questions and share solutions.
Businesses can reduce support costs, enhance customer satisfaction, and increase the efficiency of their support agents by implementing ticket deflection.
Boost cost efficiency
Cloud-based help desks often operate on cloud-based platforms and require less infrastructure compared to traditional help desks. It does not need installation and frequent updates.
A cloud-based help desk ticketing system can be used to provide remote customer service, reducing the need for office space as compared to traditional help desks that require physical space for offices, equipment, and agents.
Strengthen security
A cloud ticketing system allows for access control that ensures only authorized personnel can view and respond to support tickets.
Also, a cloud-based ticketing system can be integrated with security tools like identity and access management systems to provide a more secure solution.
Streamlines incident management
Incident management tools in a cloud-based help desk improve support by automating ticket routing, prioritization, and status tracking.
This reduces manual workload, ensures tickets reach the right agents, and keeps customers informed, leading to faster resolutions and more consistent service.
Improves collaboration
Cloud-based ticketing system includes essential tools such as private notes, collision detection, and an internal knowledge base for collaboration. Agents can collaborate in resolving issues regardless of their location.
Cloud-based help desk ensures cross-team collaboration, allowing agents to cooperate in real time with each other and with customers, facilitating quicker resolution of issues.
Best cloud-based ticketing software solutions
Budget and functionality are the primary concerns for business owners seeking a cloud-based help desk. The best cloud-based ticketing system should be comprehensive.
Choosing the right cloud-based help desk can have an influence on how you manage your customer service operations. Here are the top cloud helpdesk software:
1. BoldDesk
BoldDesk is a modern, AI-powered, cloud-based ticketing system designed to offer great customer support with speed, clarity, hyper-personalization, and efficiency.
With powerful features such as AI, omnichannel support, live chat, ticketing system, and a self-service knowledge base to streamline, manage, and scale customer support with ease.
BoldDesk’s intuitive interface, seamless integrations, and collaborative tools also make managing customer inquiries effortless, with reliable 24/7 customer service anytime, anywhere.
What’s more, whether you’re a startup or a large enterprise, the flexible and budget-friendly BoldDesk pricing plans make advanced support capabilities accessible to businesses of all sizes.
BoldDesk’s key features
BoldDesk has the following suite of features:
- Ticketing system
- Live chat
- Omnichannel support
- AI Copilot
- AI Agent
- Knowledge base
- Contact management
- Integration
- Multilanguage support
- Customization and rebranding
- Task management
- Reporting and analytics
- Automation
Pricing
BoldDesk offers a smart support strategy that blends the analytical power of AI with the emotional intelligence of human agents.
Its agent-based pricing options are designed to help businesses reduce costs while maintaining a high standard of customer care.
| Plan | Price per Human Agent | AI Agent Resolution Cost | AI Agent Access | AI Copilot Access |
| Scale | $12/agent/month | Not available | ❌ | ❌ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available in the Momentum and Enterprise plans and are billed at $0.75 per successful resolution.
AI Copilot, available for $20/month, supports human agents by offering intelligent suggestions and improving workflow.
BoldDesk helps businesses implement a support strategy that is both intelligent and cost-effective.
Looking to grow your team? Let’s build a custom plan together — chat with our experts now!
2. Desk365
Desk365 is a cloud-based help desk that offers businesses a user-friendly interface to address and resolve customer inquiries.
Features
- AI Agent
- Automations
- SLAs
- Reporting and analytics features
Pricing: Starting at $12 per user/month
Free trial: 21 days
3. Jira
Jira is a cloud-based platform for issue tracking and project management. Jira helps teams to streamline workflows, improve communication, and receive customer insights.
Features
- Automation
- Desk reporting
- Desk chat
- Customization
Pricing: Starting at $7.53per month/agent
Free trial: Contact Jira
4. Spiceworks
Spiceworks is a free cloud-based help desk developed to streamline management, especially for small businesses.
It offers cloud-based help desk free features to simplify support processes, manage support requests, and analyze performance.
Features
- Ticketing system
- Self-service portal
- Automation tools
- Reporting tools
Pricing: Free
5. Salesforce Service Cloud
Salesforce service cloud offers a cloud-based solution for handling customer interactions across multiple channels.
It has CRM solutions featuring helpdesk capabilities via its service cloud platform.
Features
- Email automation
- SLA management
- Helpdesk reporting
- Integration
Pricing: Starting at $25 per month/agent
Free trial: 30 days
6. Hiver
Hiver offers a smooth and effective way to manage customer support tasks directly in your inbox. It transforms the email experience, making it advantageous for teams that completely rely on email for support.
Features
- Automation
- AI capabilities
- Integration
- Collaboration
Pricing: Starts at $ 19 per month/agent
Free trial: 7 days
7. HappyFox
HappyFox is a cloud-based help desk software with functionalities that allow businesses to optimize their support processes.
Features
- AI capabilities
- Live chat
- Ticketing system
- Help desk report
Pricing: Starting at $39 per month/agent
Free trial: 14 days
8. SysAid
SysAid is a cloud-based help desk with multiple features for service management that ensure efficient and streamlined processes.
Features
- Ticketing system
- AI capabilities
- Self-service portal
- Workflow automation
Pricing: Contact SysAid
9. Front
Front is a cloud-based help desk that uses an AI tool to improve teams’ efficiency. Front makes it easy to manage support inquiries from a unified inbox.
Features
- Collaboration tools
- Automation
- Shared inbox
- Knowledge base
Pricing: Starting at $25/month/agent
Free trial: 14 days
10. Dixa
Dixa is a cloud-based ticketing system that offers an effortless service experience for teams and customers. Incoming tickets are routed to support agents to ensure fast resolution.
Features
- AI and automation
- Omnichannel support
- Intelligent routing
- Intuitive workspace
Pricing: Starting at $89 per month/agent
Free trial: Contact Dixa
11. Gorgias
Gorgias is a cloud-based helpdesk that seamlessly integrates with other apps, helping support teams view, edit, and initiate orders directly in the chat interface.
Features
- Shared workspace
- AI and automation capabilities
- Integration with other apps
- Ticketing
Pricing: Starting at $50 per month/agent
Free trial: Contact Gorgias
12. Kustomer
Kustomer is a cloud-based help desk solution for managing support inquiries from multiple channels. Its features show all customer interactions in a continuous flow, allowing agents to seamlessly continue conversations without having to handle various tickets.
Features
- AI features and automation
- Omnichannel support
- Integration with popular apps
- Multilingual knowledge base
Pricing: Starting at $89 per month/agent
Free trial: Contact Kustomer
13. Vision Helpdesk
Vision Helpdesk is a cloud helpdesk software that offers multichannel helpdesk support to businesses of all sizes. It enables automatic routing of incoming tickets using round-robin assignment.
Features
- Shared inbox
- Multichannel support
- Workflow automation
- Reporting and analytics
Pricing: Starting at $12 per month/agent
Free trial: 30 days
How can I set up a cloud-based support ticketing system?
Knowing how to set up a cloud-based ticketing system correctly can help you provide efficient customer support and enhance productivity. You need to:
- Identify the challenges in your current system: Analyze your current customer support systems to identify areas that need improvement. For example, there may be a lack of certain features or a need for a centralized system.
- Pick the right cloud-based help desk software: Adopt a cloud ticketing system that best addresses the challenges your team is facing. Consider factors such as features, cost, free trial, simplicity to set up, scalability, and ease of use.
- Install and customize the cloud-based ticketing system: Customize the tool to reflect your brand image and suit your operation.
- Integrate with other tools and channels: Combine the cloud-based help desk with other productivity tools and customer support channels to centralize inquiries, streamline workflows, and monitor team performance.
- Add users to your cloud-based help desk: Add members to the cloud-based ticketing system and assign them to specific teams based on their area of expertise, to help with ticket routing and workload distribution. Determine the roles and permissions for users with varying access levels and capabilities.
- Test its functionality and go live: Check the cloud ticketing system to ensure the system is responding well on different devices, then launch.
- Define performance metrics: Set up cloud-based ticketing system metrics like SLA compliance, customer satisfaction, first response time, ticket resolution time, first contact resolution, and agent performance to give an overview of support quality and team performance.
Achieve faster, smarter support with a cloud-based ticketing system
When evaluating platforms, prioritize scalability, ease of use, and comprehensive features that align with your business needs and budget.
Looking for a reliable option? BoldDesk offers a secure, feature-rich cloud-based help desk solution designed to streamline ticket management, automate workflows, and enhance customer satisfaction.
With BoldDesk, you get flexibility, advanced integrations, and powerful reporting, all in one platform. Contact us to experience how BoldDesk can transform your support operations.
We hope this guide will help you kick-start your journey to finding the best cloud-based ticketing system for your business.
Please share your thoughts in the comments section.
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