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It is challenging to manage customer complaints daily from multiple channels. Businesses that receive huge volumes of support tickets need a reliable, scalable, and high-speed performance solution.
A cloud-based ticketing system might be what you need to achieve customer service excellence. Improve your customer service by allowing your support teams to efficiently provide on-time customer support from any location, with minimum data losses and enhanced security.
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 desk 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 system function over the internet, doing away with the need for installation.
The cloud-based ticketing system is accessible through any internet-enabled devices, such as smart phones, iPads, laptops, and desktop computers. It is cloud-based, making it more flexible and scalable, not weighed down by complicated setup and maintenance processes.
This type of cloud-based help desk aids businesses; support agents can handle customer queries wherever they are located, provided they are connected.
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 | Need for infrastructure, maintenance costs, and software licenses leading to higher costs. | Users subscribe for the features they need, resulting in lower costs. |
| Convenience and efficiency | Often require additional downloads and updates. | Accessed in real-time without the need for installation, and you can easily acquire the latest version. |
| 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 identify potential security threats. |
| Location | Physically located within an organization. | Hosted on the provider’s servers, accessible through the web or mobile app. |
Key characteristics of a cloud-based help desk
A cloud-based ticketing system contains several features in order to facilitate customer service and increase efficiency; they include the following:
Ticketing system
The ticketing system converts incoming customer requests to tickets, categorizes, prioritizes, and routes them to the right support agent for resolution.
It helps support teams to easily track customer issues and manage support operations.
Live chat
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 offline chat support for 24/7 support and generative AI assistance to ensure fast, 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.
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AI assistance: It performs functionalities such as rephrasing, elaborating, shortening, translating and correcting grammar for content in tickets and knowledge base articles.
Knowledge base
A cloud-based help desk includes a knowledge base that stores information for employees and customers. Support agents can quickly access 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 quickly find the right information. Instead of relying on exact keywords, it understands the intent behind each search and delivers the most relevant results from the knowledge base.
With multilingual knowledge base software, 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 different agents are working on a single ticket, the resolution time reduces, improving customer service.
Onboarding duties can be broken down 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 ticket volumes, SLA, agent performance, support traffic and monitoring, contact and contact groups.
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 assigning based on category, priority, or agent availability; sending automated emails for SLA alerts, notifications, reminders, and escalations; reopening or closing tickets based on status changes or inactivity and more.
These automation functionalities improve efficiency, reduce response times, and help maintain consistent, high-quality support across all customer channels.
Advantages of adopting a cloud-based ticketing system
Implementing a cloud-based ticketing system is essential for managing customer support operations in any business. A cloud-based help desk offers numerous benefits to organizations of all sizes.
Enhanced accessibility and availability
Using cloud-based ticketing system agents can provide support to customers at any given time.
Teams can operate from remote areas with the cloud-based help desk and perform tasks efficiently.
The 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.
Scalability
A cloud-based ticketing 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
The cloud-based ticketing system offers a knowledge base feature enabling customers get solutions at their comfort, 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.
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.
Cloud-based help desk ticketing system can be accessed remotely, reducing the need for office space as compared to traditional help desks that require physical space for offices, equipment, and agents.
Security
Cloud ticketing system allows for access control that ensures only authorized personnel can view and respond to support tickets.
Also, cloud-based ticketing system can be integrated with security tools like identity and access management systems to provide a more secure solution.
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 the right agents handle the right issues, and keeps customers informed, leading to faster resolutions and more consistent service.
Improved 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 offers live chat functionality that allows agents to cooperate in real time with each other and with customers, facilitating quicker resolution of issues.
Best cloud-based ticketing software solution
Budget and functionality are the main concerns for business owners searching for 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-based 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, budget-friendly BoldDesk pricing plans makes advanced support capabilities accessible to businesses of all sizes.
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 has got all these features for you at unbeatable prices, as provided below:
| Agent-based plans | Unlimited agents |
|
|
- The unlimited agents plan has no per-agent fees! Pay only for the tickets you handle, starting at $99/month for 500 tickets.
Contact BoldDesk to instantly access a 30-minute live demo and encounter how BoldDesk stands out with its extensive features, cost-effective pricing, user-friendly interface, and readily available support. To experience its main capabilities for yourself, sign up for a 15-day free trial.
2. Desk365
Desk365 is a cloud-based help desk that offers businesses a user-friendly interface to address and resolve customer inquiries.
Features
- Unified inbox
- Omnichannel support
- Ticket management
- 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 $7.16 per 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 mail for support.
Features
- Automation
- AI capabilities
- Integration
- Collaboration
Pricing: Starts at $ 19 per month/agent
Free trial: 7 days
7. HappyFox
HappyFox is cloud-based help desk software with functionalities that allow businesses to optimize their support processes.
Features
- Knowledge base
- Task management
- 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
- SLA management
- Self-service portal
- Workflow automation
Pricing: Contact SysAid
9. Front
Front is a cloud-based help desk that uses 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 $19/month/agent
Free trial: 14 days
10. Dixa
Dixa is a cloud-based helpdesk 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 $39 per month/agent
Free trial: Contact Dixa
11. Gorgias
Gorgias is a cloud-based helpdesk that seamlessly integrates with other apps, helping the support team to 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 $19 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; agents can continue the conversation without handling multiple 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-based tool 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?
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.
- Integration: Combine the cloud-based help desk with other productivity tools and customer support channels; centrally oversee customer inquiries, streamline processes, and monitor team productivity.
- 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, customer satisfaction, first response time, ticket resolution time, first contact resolution, and agent performance to give an overview of support quality and team performance.
Choose a cloud-based ticketing system that grows with your business
We hope that this guide will help you kickstart your journey in finding the best cloud -based ticketing system for your business.
Choose a platform that aligns with your business needs and budget while also being scalable, easy to use, and comprehensive.
Are there any other tools or features we might have left out? Contact us today. Please share in the comments section.
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