A help desk is an information base that IT organizations can use to accumulate data. It provides an avenue for clients who want to troubleshoot issues and get responses to their queries.
The recent trend is leaning towards hosted capacities instead of on-site programming applications, including client support apps. This is where a SaaS help desk comes in and works over the internet just like web pages do.
A SaaS help desk or rather software-as-a-service in broader terms does not need any detached hardware setups since the service vendors bear the upkeep and security expenses. The help desk info is continually stored in a cloud.
Incorporating the product into the support division and moving toward Web-based help that is convenient and simple to use is vital. This survey will discuss how to select a SaaS help desk platform and some of the best SaaS platforms available today.
What Features Should You Check for In a SaaS Help Desk Software?
The SaaS Help Desk Should Simplify Ticketing Tasks
It is crucial to determine whether the task of creating, routing, and concluding tickets is at par with what the business requires and expects. You ought to be able to create a ticket. You ought to be able to create a ticket for a client and route the ticket to the appropriate employee or team who can best deal with it.
You should likewise have the option to make adjustments to the ticket as you acquire data on the client's situation. Also, when the issue has been ultimately settled, you should be able to conclude the ticket and store it in your archives as an asset for future requests.
The SaaS Help Desk Should Have A Self-Service Portal
Some inquiries are crucial to the point that clients sit around and waste time reaching your help staff for replies. This is when it becomes clear that having a self-service portal enables users to get fast replies to straightforward questions.
Also, a self-service gateway doesn't simply help your clients. It can likewise be utilized as an inside help desk, giving staff bit by bit guides for complex requests that can be replicated merely and shipped off clients.
Instead of spending time redrafting the same troubleshooting stages, your employees will have a ready reply for almost every single service inquiry.
The SaaS Help Desk Should Be Capable of Supporting Various Channels
You could embrace a different help desk for every support platform you use; however, that would be unbelievably wasteful, confusing, and costly. You can find a single software that can uphold all of your comms channels, including VOIP, social media, email, and texts.
The SaaS Help Desk Should Be Capable of Integrating with Other Apps
The Help desk programming should integrate with other applications like project management, scheduling, and internal texting, thereby proving its worth to the business.
Data that is acquired through the help desk should be archived and accessible on every application you use. Also, all the data acquired externally should be uploaded onto your help desk so that your data can be kept in one place.
Examples of SaaS Help Desk Software Include:
HubSpot is a SaaS Help Desk Software
Service Hub by HubSpot is a help desk software that helps you track, organize and record client tickets through a joint inbox. It uses mechanization, routing, and ranking to accelerate the ticketing process for your support staff. HubSpot also has a conversations tool that can receive tickets from emails, online forms, and to some extent, live chats.
ManageEngine is a SaaS Help Desk Software
Support Center by ManageEngine gives you alternatives to automate, customize and organize tickets for a smoother workflow. It has multi-channel support and accepts tickets via social media, texts, email, phone, and a unique client getaway.
The product likewise has a self-service gateway where clients can follow their tickets and access a database. Support Center coordinates can integrate with Twitter, JIRA among others. This software is likewise available in i6 dialects to support overseas businesses.
Happy Fox is a SaaS Help Desk Software
Happy Fox's help desk programming supports canned replies and templates as well as creating ticket columns. It has multi-channel support and can support social media platforms and email as well.
The product can also incorporate e-commerce, survey, sales, and social media platforms to consolidate all your info into a single spot. Finally, you can review the performance of your support staff using the platform's live reporting feature.
Final Thought on SaaS Help Desk Software
All in all, if you don't want to install ticketing software on your machines, you can go for a SaaS help desk platform since it's web-based. These platforms are available in the market, and there is quite an extensive range to choose from, as illustrated above.
