5 Reasons you should be using a Cloud-Based Helpdesk

Help desks are designed to assist customers or users with customers and clients, both internal and external. Businesses implementing help desk solutions can choose between cloud-based or local help desk software.

Deploying local help desk service is time consuming and expensive. In addition, ongoing computer support is required for maintenance. Distributed teams are becoming more common in today's business world. This means that companies must purchase software licenses by location. This is an expensive proposition for today's highly distributed teams.

Moving from a local ticketing system to a cloud-based ticketing system has several benefits for users and organizations. Cloud-based systems are easier to implement and maintain, have better accessibility, and are a more cost-effective solution for many companies. Let's take a closer look at some of the reasons for choosing a cloud-based helpdesk.

Efficient Ticket Management

You may be using email, documents, or another local system to manage your IT tickets. Migrating to a cloud-based system will definitely streamline your ticket management process. By allowing you to view all of your tickets on a single dashboard, you can easily track and follow the progress of each entry. Centralized ticket management also means that support requests are less likely to be decrypted.

Easy Access to The System.

The cloud-based ticketing system is hosted in the cloud and can be accessed through the web interface using any device that has an internet connection. One of the features of modern cloud-based systems is the ability to share a private link with the customer who submitted the support request. This link is specific to that user and request, so you can always use it to easily access the system.

Central Repository for Uploading And Sharing Important Files

Using a cloud-based solution has the advantage of acting as a repository for data and help desk files. Often called a knowledge base, a record of past requests and responses may include attachments such as images, videos, PDFs, and e-books. Organizing this knowledge base over time can be a valuable and highly relevant resource for your clients. And because it's centralized in the cloud, everyone has access to the latest and most accurate information.

Shared Inbox for Effective Communication

Most people use email today. Cloud-based ticketing systems typically use a similar structure for communication, making it easier for most users to navigate. There are even more benefits to choosing a cloud-based help desk solution with a shared inbox for support requests. The shared inbox gives teams a comprehensive view of all support ticket communications. From this central inbox, teams can effectively manage ticket assignments, review draft responses before submitting, and track comments made by people on a particular request. The result is a highly organized and streamlined system that can be focused and coordinated for everyone.

Easy Integration with Other Cloud-Based Tools.

Most companies today already use cloud-based software for other functions, such as email, file storage and sharing, office tools, and even accounting software. A cloud-based help desk easily integrates with many cloud-based tools you already use.

For example, Support Bee integrates with tools ranging from project management tools to CRM, workflow tools, and notification solutions. Seamless integration with other tools allows you to configure custom automation workflows to keep your customer service process running smoothly.