Cloud-based ticketing and helpdesk systems are an effective alternative to traditional customer support systems. They offer a scalable, flexible and accessible platform for managing customer support without the costly infrastructure and complex setup.
Adopting a cloud-based ticketing solution can help focus on delivering exceptional customer service without the technical hassles. Let’s begin by understanding what a cloud-based ticketing system is and how it works.
- A cloud-based ticketing system is a business software that combines cloud computing with help desk systems to empower support teams to address and resolve customer issues.
- There are many types of ticketing systems: Cloud-based, web-based, on-premise, enterprise and open-source.
- Cloud-based help desks are cost-effective, easy to set up and update, offer scalability, higher uptime and exceptional mobility.
What is a cloud-based ticketing system?
A cloud-based ticketing system is a help desk software that runs on a cloud platform, accessible via any web browser. Offered as a SaaS by third-party providers, it simplifies ticket management and enhances support. Popular for its scalability, a cloud ticketing system is essential for efficient IT help desk ticketing and customer service.
With cloud-based ticketing systems you do not need to set up servers and IT infrastructure to create, access and manage support tickets. You can subscribe to the remotely hosted system by paying a monthly or yearly subscription fee and start using it immediately.
Cloud-based software solutions are easy to use, but that is only part of what they offer. Let us explore why businesses are increasingly adopting cloud-based ticketing systems as a core component of their support operations.
Importance of cloud helpdesk ticketing system
Businesses need cloud help desk ticketing software to improve customer satisfaction, as it equips customer support teams with capabilities like centralized communication, SLA management and AI-powered automation. These help with quicker resolution of support tickets, resulting in better customer experience management.
Some of the key functions that cloud ticketing systems help you with are:
- Managing tickets by creating, categorizing and prioritizing support tickets from multiple channels to respond to customer inquiries promptly and reduce wait times.
- Using automation to handle routine tasks without errors. This frees up support teams to focus on complex support issues.
- AI-powered customer interactions and providing customers with AI-based resources for self-help to empower customers to find solutions to simple problems and reduce the load on your support team.
- Collaboration between various support and internal teams through shared inboxes, internal messaging and assignments. This ensures that issues are handled by the right teams for accurate solutions.
- Comprehensive analytics of your support data to help you proactively improve your product and processes.
4 types of help desks
There are many types of help desks and ticketing systems that organizations can choose from. To understand cloud-based ticketing systems better we must look into their non-cloud counterparts and the features they offer. The most common types of help desks are:
1. Web-based help desks
Web-based help desks are similar to cloud-based solutions and are accessible through a web browser. However, instead of being installed on the vendor’s cloud servers, it is installed on your organization’s servers. This means that while you can access the system from any location using a web browser, the responsibility for maintaining the servers, updating the software and meeting security requirements falls on your internal IT team.
2. On-premise help desks
An on-premise help desk is installed and runs on your company’s own servers and IT infrastructure. Access to the ticketing system and help desk is limited to your organization’s internal network. While some systems allow you to set up remote access, you would need additional configurations like VPNs, firewalls and authentication systems.
3. Enterprise and internal help desks
Enterprise help desk software is a system that can handle high volumes of inquiries for large organizations with complex support needs. They support multiple channels, extensive reporting and integrations with multiple business systems. Most enterprise help desks integrate external support for customers and internal help desks for employees. Some organizations may choose to use separate internal help desks to provide support to their employees.
4. Open-source help desks
An open-source help desk is a solution where the source code for the software is available to the public. You can access this source code, modify it to meet your organizational needs and put it to use. Open source help desks offer you flexibility to alter the codebase, add new features and use integration. However, the set up process can be complex as you would need high-level technical expertise and knowledge of programming languages within your team
Cloud-based helpdesk vs. on-premise helpdesk
When it comes to selecting the right help desk software for your organization, one crucial decision you’ll face is whether to opt for a cloud-based solution or an on-premise system. Both options offer unique advantages and challenges, and understanding these differences is key to making an informed choice that aligns with your business goals.
Here is a closer look at the differences between cloud-based helpdesk and on-premise helpdesk:
Aspect | Cloud-based helpdesk | On-premise helpdesk |
|---|---|---|
Installation and upkeep | Minimal in-house technical expertise is needed as the cloud provider manages the infrastructure, maintenance, and updates. | Requires technical expertise to install, configure, and maintain both the hardware and software. The IT team must handle all updates, security protocols, backups and troubleshoot issues |
Data security | Data is stored on the provider's servers and you may have limited control over your data. | Offers complete control over data security and storage. However, this can be expensive and time-consuming to set up and maintain. |
Performance and latency | Utilizes distributed server networks and content delivery networks (CDNs) provided by the vendor to ensure high performance and low latency. | Performance can be limited by the availability of IT infrastructure within your organization. To achieve high-performance and low latency, you would need to invest in high-end servers and networking equipment. |
Industry suitability | It can be adopted in industries that prioritize agility, flexibility, and remote access and need rapid deployment of advanced features. For example: e-commerce, technology, and education. | Best suited for industries with stringent data privacy, security, and compliance requirements. For example: healthcare, finance, and government sectors. |
In conclusion, choosing the right help desk software involves understanding your specific priorities and goals. Consider how each option fits your team’s workflow and customer needs. Think about budget, scalability, and future growth. Involve key stakeholders and try out the options to gain insights. By making a thoughtful decision, you can select a solution that meets current challenges and supports long-term success.
Now, let’s delve into the benefits, showcasing how these distinctive features contribute to overall effectiveness and value.
Top 5 benefits of a cloud helpdesk software
While on-premise solutions provide complete control over data security, their higher costs and complexities often make cloud-based systems a more practical option.
Cloud-based solutions offer significant advantages that drive innovation and efficiency across various industries. By providing scalable resources, enhanced collaboration, cost-effectiveness, and improved data security, these solutions empower businesses to remain agile and competitive in an ever-evolving market. .Additionally, there are many other advantages to adopting cloud-based helpdesk systems.
Let’s explore five such advantages that set them apart from other systems:
1. Time-to-value and cost-effectiveness
Cloud based solutions accelerate your time-to-value as the deployment is rapid and you do not have to worry about hardware or complex installation. The subscription-based pay-as-you-go pricing plans eliminate the large upfront costs associated with other types of help desks where you have to purchase and maintain both hardware and software components.
2. Updates and access to new features
The cloud help desk provider manages all updates so that you have access to the latest features. This allows cloud-based helpdesks to incorporate features such as automation, AI-support and more. With other types of help desks and ticketing softwares you need to update your systems manually and delaying these updates can cause vulnerabilities in your system.
3. Scalability
With traditional on-premise solutions, you would need additional investments to increase support volumes. Whereas with cloud-based systems, you can easily scale up or down based on your current needs without overhauling your infrastructure. A cloud helpdesk adapts to your needs without compromising performance or reliability.
4. Uptime and recovery
Cloud providers typically guarantee high uptime percentages as their infrastructure is spread out across multiple data centers. This allows them to quickly switch to backup servers if issues arise and minimize downtime, keeping your support activities uninterrupted. On-premise and open-source help desks are more susceptible to downtime if you do not have adequate backup infrastructure. This results in delayed ticket resolution.
5. Mobility and compatibility
Lastly, cloud-based help desks are incredibly mobile and accessible from any device with an internet connection. The best cloud software in the market is made to give you a consistent experience across devices. This means your team can work remotely, respond to customer inquiries on-the-go and maintain high productivity outside the office. Remote access is particularly limited with on-premise help desks.
Choosing a cloud-based ticketing system is about more than just picking a new technology; it’s about how you improve the way your team connects with customers. With cloud systems, you’re always up to date with the latest tools, helping your team provide better service without the hassle of big upgrades.
Switch to cloud-based support for better customer experience
Adopting a cloud-based ticketing system can significantly improve your customer support. Whether your priority is faster responses or scalability, a cloud-based help desk ticketing system is a clear need. With a help desk software cloud, your team can stay flexible, mobile and efficient, ensuring better service and happier customers.
As organizations seek to optimize their operations, companies like DevRev stand out by offering innovative cloud-based services that integrate development and customer success processes, further enhancing efficiency and customer satisfaction.
DevRev is an AI-driven, cloud-based customer support and ticketing solution with an easy-to-use interface. Using advanced AI and machine learning, it quickly handles customer queries, manages tickets effectively, and proactively resolves issues before they escalate. With built-in analytics, collaboration tools, and automated workflows, the platform also simplifies support processes and helps technical teams meet their CX goals.
Take the first step towards a smarter and more efficient tomorrow with DevRev’s cloud-based ticketing system. Book a demo today.
