SAAS SOFTWARE

SaaS Helpdesk Software

Say goodbye to cluttered and expensive on-premise helpdesk solutions. Switch to a powerful SaaS helpdesk

that is completely hosted on the cloud to manage your customer support effortlessly.

 

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When you manage a customer service team that needs to respond to customer issues and provide timely resolutions, having a shared inbox for all your customer interactions is not sustainable or scalable. 

You will need a helpdesk for your SaaS business to help you manage all your communication channels, create intelligent automation and generate insightful reports. 

However, knowing which SaaS help desk is ideal for your business is one of many keys to success. This page will answer the following questions -

What is a SaaS helpdesk?

Unlike traditional customer support solutions hosted on your servers at your location, a software-as-a-service (SaaS) helpdesk is delivered over the internet, similar to a website.

It is primarily designed for customer delight and does not require hardware or on-premise configurations. The service providers bear the security and maintenance costs, and your SaaS help desk data is permanently backed up on the cloud. 

A SaaS helpdesk does not require any separate hardware configurations, the security and maintenance costs are borne by the service providers, and your helpdesk data is perpetually backed up on the cloud. Your business can set up an account on the service provider’s website, and all it takes is a simple login for your agents to start supporting customers any time, and on any device.

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Why is a SaaS help desk an essential tool for customer support?

Your customer support is often the difference between a lifelong customer and a lost customer. By picking the right saas helpdesk software for your customer support:

What are the benefits of using a good SaaS help desk software?

Anytime, anywhere access

 Your Saas help desk must have a suite of powerful collaboration features that can help teams work efficiently to provide better support experiences for your customers. The help desk should aid your agents to work together across different functions to provide quick and consistent answers to your customers.

Ease of use and implementation

SaaS help desks require minimal to no set up process. They’re extremely easy to navigate with well-distinguished modules allowing agents and admins to get started in minutes. Managers will not have to worry excessively about training their agents on how to use the solution, and can focus on supporting customers from day one.

Updates and maintenance

By opting for a SaaS helpdesk software, you can ensure that you never have to worry about software updates, patches or bug fixes.The helpdesk will attend to all of that automatically. The automatic updates ensure uninterrupted performance without requiring server shutdowns or other inconveniences.

Affordability

Unlike on-premise solutions, SaaS help desks follow a recurring subscription-based model, allowing you to pay either monthly or annually. You can select the pricing plan that will be the best fit for your business, and pay for the features that you require.

Data security

By using a SaaS helpdesk, you can avoid the security vulnerabilities that come with on-premise solutions and keep your customer data on the cloud, safe and hacker-proof. You also don’t have to pay separately for implementing high-level data security features and cross-site scripting mitigations.

How to pick the right SaaS helpdesk software? 

From communicating with customers to help resolve service-related issues or fielding agent requests, most businesses need to manage those conversations one way or the other. One of the best ways to do that is with SaaS help desk software. To help you make the right choice for your business, we've done some research to uncover the top 5 SaaS help desk software that is trending in the market right now.

1. Freshdesk

Freshdesk's saas helpdesk software makes it easy for agents to work collaboratively and provide speedy customer responses. You can also prioritize, categorize, assign tickets to suitable agents and deliver customer delight.

Pricing: 

2. Help Scout

Help Scout is a multi-channel support platform built with customer and agent experience in mind. With its shared inbox, you also get knowledge base capabilities to create a self-service portal and offer real-time live chat support.

Although it is simple and easy to use, it requires more customization options for different teams and users.

Pricing: $ 20 per user per month

3. Kayako

Kayako offers support across multiple communication channels, including chat and self-service support. It offers collaboration features like adding internal ticket notes and giving complete clarity on the assigned and non-assigned agent tickets. 

However, most agent-friendly features are only available on their higher-cost plans.

Pricing: $60 Per Agent, Per Month

4. HubSpot Service Hub

Hubspot's help desk software includes standard features like a shared inbox and reporting capabilities. Their premium plan includes satisfaction surveys, automation capabilities, and the option to build out a knowledge base. 

It’s important to note that the free plan lacks access to technical support and is only limited to forums.

Pricing: A free plan is available for all users. Paid plans start at $45/month with access to additional automation tools and support for team members.

5. Jira Service Desk

Jira service desk has basic features like a shared inbox, reporting, and self-service options like a knowledge base. The UI is simple and easy for end-users. 

However, the SLA reports lack customization, and the tool is primarily built for engineering and software development teams.

Pricing: Free plan available. Paid plans start at $20/agent per month.

Why Freshdesk is the most reliable SaaS helpdesk software

Collaborate effortlessly

Freshdesk’s powerful collaboration features let your support agents work seamlessly with internal teams to resolve issue faster. From sharing ownership of problems to having team discussions right inside the ticket thread, you can streamline cross-functional communication through your helpdesk.

Automate repetitive tasks

Freshdesk lets you automate redundant tasks, thereby improving the productivity of your agents. You can set up automation rules to route and assign tickets to the right agents, create preset responses for frequently asked queries, set escalation rules if deadlines aren’t met, and much more.

Integrate with over 650+ apps

The Freshdesk Marketplace supports over 650+ apps that help extend your helpdesk’s capabilities and bring different business functions together. The integrations are divided into multiple segments like customer relationship management (CRMs), team collaboration tools, reporting and analytic tools, email marketing apps, and more.

Frequently asked questions ( FAQs)

1. What is a SaaS help desk?

A software-as-a-service (SaaS) helpdesk is a customer support software that is hosted in the cloud. It helps customer service teams juggle all communication channels, create intelligent automation to speed the process, and generate performance reports.

2. Is Freshdesk a SaaS?

Yes, Freshdesk is a  fast-growing SaaS product specializing in customer service and support ticketing. It is a cloud-based customer support software that is both feature-rich and easy to use. Freshdesk supports multiple communication channels, from, email, and phone to social media and other self-service options.

3. What is a SaaS support model?

A SaaS support model is a business model that companies adapt to in order to streamline all customer queries and provide them with solutions efficiently. By doing this, businesses increase the retention rate of customers and facilitate recurring sales.

Why customers love Freshdesk

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