Customer support has come a long way since the arrival of cloud based applications. Hosted help desk software have clearly overtaken on-premise solutions with the power and flexibility they offer in terms of features, maintenance, costs and extensibility. Until a few years back, hosting a help desk software on their own servers was the only way businesses could leverage on a scalable solution for their support team.
However, self-hosted solutions were still limited by a number of factors. For example, business were forced to either open their firewalls so help desk teams on the road could access the software, or limit access just to their secure networks. Additionally, support teams still had to rely on internal IT to take care of maintaining the software, upgrading it, and ensuring server uptimes.
Now with online customer support software hosted on the cloud, businesses are able to enjoy the benefits of a powerful, always updated help desk solution that they can access from anywhere, without worrying about their IT teams.