In today’s customer-centric business world, success hinges on delivering exceptional service. But with rising expectations and fierce competition, how can companies consistently delight their customers?
The answer lies in the right tools. SaaS help desk software empowers businesses to streamline support, resolve issues faster, and build lasting customer relationships.
In this blog, we’ll explore top SaaS help desk solutions, their key benefits, and best practices to help you elevate your customer support game.
Let’s dive into it!
SaaS (Software as a Service) help desk software is a customer support solution delivered over the Internet. It helps customer service teams manage and track support requests from different customer service channels in a unified platform.
Modern SaaS help desk platforms have features such as task automation, AI assistance, and reporting tools to help support teams work more efficiently.
SaaS help desk software can be accessed from anywhere for a subscription fee, making it more reliable and affordable than traditional help desk software hosted on company premises.
SaaS help desk software includes various features that increase the efficiency of your support team and streamline your customer service.
Below are some key features the software should have.
A help desk ticketing system efficiently converts customer requests from email and social media into support tickets.
The ticketing system for customer support further prioritizes and routes these tickets to the appropriate agents and tracks them to resolution.
Omnichannel customer service allows customers to get support and assistance via their preferred communication channels.
These interactions are centralized in a single inbox, making it easier for support teams to track and manage conversations from different channels such as social media, live chat, and email.
SaaS help desks offer multiple self-service options to ensure customers get the help they need whenever needed. This can include:
Automation features in a SaaS app help you automate repetitive tasks like prioritizing and organizing tickets, assigning them to the appropriate agents, and setting up SLAs for quick resolution. This improves agent productivity and streamlines the support process.
SaaS help desk software allows you to tailor it to match your brand’s colors, logo, and design. This enhances your branding efforts and provides a unified customer experience across all touchpoints.
Third-party integrations with CRM systems, project management software, and ecommerce platforms ensure that your SaaS help desk for customer service is holistic and integrated in all aspects of your business.
| Ticketing system & Key features | Starting price | G2 rating |
BoldDesk:
| $12per agent/month | 4.5/5 |
LiveAgent:
| $15 per agent/month | 4.5/5 |
HappyFox:
| $21 per agent/month | 4.4/5 |
Zoho Desk:
| $6 per agent/month | 4.4/5 |
Kayako:
| $79/month | 4.0/5 |
Jira Service Management:
| $20 per agent/month | 4.3/5 |
Hiver:
| $25 per agent/month | 4.6/5 |
Kustomer:
| $89 per seat/month | 4.5/5 |
Talkdesk:
| $85 per agent/month | 4.4/5 |
Tidio:
| $24.17/month | 4.7/5 |
JitBit:
| $2199/year | 4.3/5 |
You must carefully analyze and compare the options available to pick the right help desk for your business. We’ve put together a list of some top SaaS help desk software for you to pick from.
BoldDesk is an AI-assisted SaaS help desk solution that offers a range of cutting-edge, user-friendly support functions that allow businesses of all sizes to provide excellent customer service.
It consolidates customer inquiries from different communication channels into an omnichannel inbox, giving agents a unified platform for tracking, resolving, and managing tickets.
Uniquely, BoldDesk bridges language barriers by allowing businesses with clients from all over the world to provide support in a variety of languages with its multilingual support feature. This has helped it garner many positive SaaS help desk software reviews.
BoldDesk equips businesses with a powerful hybrid support solution that combines AI’s efficiency with human agents’ empathy and reliability.
Its flexible pricing model allows companies to manage support costs effectively while delivering high-quality customer service across all channels.
| 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 exclusively in the Momentum and Enterprise plans, and they operate on a performance-based pricing model of $0.75 per successful resolution.
To further enhance your human agents, the AI Copilot can be added for just $20 per month, offering intelligent assistance and boosting productivity.
With BoldDesk, businesses can scale their support operations confidently while focusing on customer satisfaction.
Need More Agents? Let’s create a tailored solution just for you — speak with our experts today.
LiveAgent SaaS help desk software provides features such as multilingual chat widgets, chat routing, and chat history. Its interactive live chat software helps support teams to provide exemplary customer service.
HappyFox is a popular SaaS help desk software offering features such as canned responses, task management, and reports.
Plans for unlimited agents start at $1599/month.
Zoho Desk help desk SaaS software boasts of several integrations, amongst other features such as chatbots and reports.
Another good help desk software SaaS example is Kayako. It offers several features such as reporting and AI assistance.
Jira, which is well known for its IT service system, provides Jira service desk as its customer-facing SaaS help desk solution. It has basic features including integrations and a knowledge base.
Hiver is an easy-to-use help desk for SaaS software, which is well-known for its Gmail integrations. It enables teams to share and manage email accounts, fostering seamless collaboration.
With Kustomer, you get a SaaS help desk with the necessary features to personalize customer support. These include multiple integrations and AI assistance.
Talkdesk is a SaaS help desk software popular for its AI assistant. It has several features that enable support staff to provide satisfactory assistance.
Tidio is a SaaS help desk software that helps customer service agents to respond to client inquiries using AI. It is also equipped with a dedicated chatbot for customer service.
JitBit is a help desk SaaS software with a live chat and multiple integrations. It is designed to help customer support teams provide assistance with the help of a ticketing system.
With so many SaaS help desk platforms out there, picking the right one can feel like finding a needle in a haystack.
But the right choice can transform your customer support from good to exceptional. So, what should you look for?
Below are a few points to consider:
Evaluate pricing against your budget: Most SaaS providers offer varying price plans for businesses with different needs. You can pick SaaS help desk solutions that fits within your budget and offers value for your money.
Consider the scalability of the help desk solution: The best SaaS help desk solution should be able to grow with your business and accommodate additional functions and users to avoid subscribing to multiple plans when your business expands.
Prioritize ease of use for both agents and customers: SaaS help desk software should be user-friendly, allowing agents to quickly set it up and start using it, while also enabling customers to navigate the platform and troubleshoot issues with ease.
Verify compliance with industry security standards: Always check whether the SaaS help desk vendor you choose complies with SaaS industry regulations such as SOC 2 and GDPR (General Data Protection Regulation). They should be ISO certified. This will build customer trust in the safety of your Saas help desk offering.
Look for free trial options: A good SaaS help desk software should have a free trial period to allow you to try out the features before purchasing, ensuring that you do not end up with features you do not need.
The overall SaaS market is expected to keep growing as companies of all sizes worldwide adopt SaaS solutions.
A study by Statista shows that in 2023, the SaaS industry was estimated to be worth approximately 197 billion U.S. dollars.
Below are some benefits of SaaS help desk software solutions that improve customer service efficiency:
The best SaaS help desk software is one that enables your team to perform at their highest level, gives customers a better experience, and makes them more inclined to stick with you. BoldDesk does just this.
With robust features for ticketing management, self-service, and team collaboration, BoldDesk empowers your business to provide top-class SaaS customer support across all communication channels.
Contact us to discover how this SaaS help desk can complement your support efforts and propel your business to greater heights!
We hope these tips help you pick the right SaaS help desk software. Do you have any additional insights? Please leave your comments in the section below!
Related articles
A SaaS help center is a self-service portal where users can find answers to common questions, access guides, and troubleshoot issues without needing direct or agent support.
It often includes a searchable knowledge base, FAQs, tutorials, and how-to videos.
While both are cloud-based tools designed to streamline support operations, the key difference lies in their scope and functionality.
A SaaS help desk focuses on resolving immediate user issues such as password resets, software troubleshooting, or general inquiries. It’s mostly reactive and centers around ticket resolution.
SaaS service desk, on the other hand, takes a broader IT service management (ITSM) approach. It handles incidents, manages problems, changes, and service requests, helping IT teams align services with business goals.
Yes, most SaaS help desks offer customization options such as:
A SaaS help desk enhances CX by:
Help desk solutions come in different deployment models, each offering unique benefits depending on your business needs. Here are the three primary types:
Cloud-Based (SaaS) help desk software: This option is hosted on the vendor’s servers and is accessed online. It offers flexibility, scalability, and minimal maintenance for businesses of all sizes.
On-Premise help desk software: The software is installed on your organization’s servers, providing full control and customization but requires higher upfront costs and dedicated IT resources.
Open-Source help desk software: These solutions are free or low-cost and highly customizable. They are best suited for businesses with technical expertise to manage and maintain the system.
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
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