Best cloud service desk software of 2024
Online IT solutions are better than on-premise
What is cloud service desk software?
Cloud service desk software is a cloud-based solution for managing IT service operations that provides a centralized platform for handling customer inquiries, technical support tickets, and service requests. Accessed over the internet, it offers advantages like accessibility from anywhere, scalability, and reduced maintenance overhead. This software facilitates communication between customers or employees and IT support teams, featuring ticket management, knowledge base integration, automated workflows, and reporting tools.
What are the benefits of cloud-based service desk software?
Cloud-based service desk software offers numerous advantages for modern organizations. In this section, we'll delve into the key advantages of leveraging cloud-based service desk software for efficient IT service management.
Meet customers where they are
Cloud-based service desk software enables organizations to meet customers where they are by providing seamless accessibility from any location with an internet connection. Whether customers prefer to seek support via email, web portal, or mobile app, cloud-based solutions ensure consistent and convenient access to assistance. This flexibility enhances customer satisfaction by allowing them to engage with support services on their preferred platforms, leading to faster issue resolution and improved overall experience.
Provide personalized support
Centralizing customer data and interaction history in the cloud allows support agents to access comprehensive information about individual preferences, past issues, and interactions across various channels. This enables them to provide more relevant and customized assistance, enhancing the overall customer experience. Additionally, cloud-based solutions often incorporate AI-driven capabilities, such as chatbots and predictive analytics, to further personalize support interactions. These technologies analyze data in real-time to anticipate customer needs and proactively offer solutions, ensuring a proactive and personalized approach to support that fosters stronger customer relationships and loyalty.
Offer self-service options
Through intuitive web portals and knowledge bases accessible via the cloud, users can search for answers to common questions, troubleshoot issues, and access relevant resources 24/7. By providing self-service capabilities, organizations reduce the burden on support teams, decrease resolution times, and enhance customer satisfaction. Moreover, cloud-based solutions often incorporate AI-driven chatbots that can guide users through troubleshooting processes and provide instant assistance, further augmenting the self-service experience. This fosters a more efficient support ecosystem where customers can resolve issues autonomously, freeing up support agents to focus on more complex tasks and strategic initiatives.
Why choose cloud service desk software over on-premise
The most important component for any company is to ensure that their ITSM is functioning smoothly and does its basic operations well. The IT help desk software is designed for users to contact IT services whenever any problem arises. In order to make this process simpler, you need a system that can handle your users and deliver the request with a proper workflow.
Freshservice User Management takes care of this for you with various components that make your service desk experience smooth and user-friendly.
No or limited capital expenditure
Multiple locations with server on the cloud
Easy configuration and customization
Scalable and systematic workflow
Automated service desk
No worries about storage limits
What are the benefits of cloud-based service desk software?
Cloud-based service desk software offers numerous advantages for modern organizations. In this section, we'll delve into the key advantages of leveraging cloud-based service desk software for efficient IT service management.
Meet customers where they are
Cloud-based service desk software enables organizations to meet customers where they are by providing seamless accessibility from any location with an internet connection. Whether customers prefer to seek support via email, web portal, or mobile app, cloud-based solutions ensure consistent and convenient access to assistance. This flexibility enhances customer satisfaction by allowing them to engage with support services on their preferred platforms, leading to faster issue resolution and improved overall experience.
Provide personalized support
Centralizing customer data and interaction history in the cloud allows support agents to access comprehensive information about individual preferences, past issues, and interactions across various channels. This enables them to provide more relevant and customized assistance, enhancing the overall customer experience. Additionally, cloud-based solutions often incorporate AI-driven capabilities, such as chatbots and predictive analytics, to further personalize support interactions. These technologies analyze data in real-time to anticipate customer needs and proactively offer solutions, ensuring a proactive and personalized approach to support that fosters stronger customer relationships and loyalty.
Offer self-service options
Through intuitive web portals and knowledge bases accessible via the cloud, users can search for answers to common questions, troubleshoot issues, and access relevant resources 24/7. By providing self-service capabilities, organizations reduce the burden on support teams, decrease resolution times, and enhance customer satisfaction. Moreover, cloud-based solutions often incorporate AI-driven chatbots that can guide users through troubleshooting processes and provide instant assistance, further augmenting the self-service experience. This fosters a more efficient support ecosystem where customers can resolve issues autonomously, freeing up support agents to focus on more complex tasks and strategic initiatives.
Why choose cloud service desk software over on-premise
The most important component for any company is to ensure that their ITSM is functioning smoothly and does its basic operations well. The IT help desk software is designed for users to contact IT services whenever any problem arises. In order to make this process simpler, you need a system that can handle your users and deliver the request with a proper workflow.
Freshservice User Management takes care of this for you with various components that make your service desk experience smooth and user-friendly.
No or limited capital expenditure
Multiple locations with server on the cloud
Easy configuration and customization
Scalable and systematic workflow
Automated service desk
No worries about storage limits
10 best cloud service desk software solutions
1.Freshservice
Freshservice is a leading cloud-based service desk software renowned for its user-friendly interface and robust feature set. Designed to streamline IT service management, it offers ticket, asset, incident, and change management functionalities. It empowers teams to effortlessly collaborate, track, and resolve issues, enhancing overall productivity. With extensive automation and customization capabilities, Freshservice enables organizations to tailor the platform to their specific needs, ensuring seamless integration with existing processes. Trusted by businesses worldwide, Freshservice sets the standard for modern IT service delivery.
Key features
Intuitive ticket management system that enables efficient logging, tracking, and resolution of IT issues and service requests
Knowledge base system that allows organizations to create, organize, and maintain a repository of helpful documentation
AI-powered chatbots and predictive analytics that automate routine tasks, provide customers with immediate assistance, and analyze support data to optimize service processes
Pros
Multi-channel support that allows users to interact with IT service teams through communication channels like email, web, and social media
Seamless integration with third-party systems like Jira, Slack, and Google Workspace to enhance interoperability, streamline workflows, and centralize pertinent information
Self-service portal that empowers users to find answers to their IT-related questions and perform simple tasks independently, effectively reducing manual workloads
Cons
Advanced customization capabilities and an extensive range of features can make configuration complex and may require some level of IT expertise
Mastering advanced workflows and features may require additional training
Integration with legacy systems may require custom development, testing, and configuration
Price
Free for up to 10 agents
Growth: $15/agent/month billed annually
Pro: $49/agent/month billed annually
Enterprise: $79/agent/month billed annually
2. Help Scout
Help Scout is a cloud-based service desk software known for its simplicity and focus on customer-centric communication. Unlike traditional ticketing systems, Help Scout organizes customer inquiries into conversations, enabling support teams to collaborate seamlessly and provide personalized responses efficiently. Its intuitive interface and extensive integration options, including with popular CRM platforms, make it a versatile solution for businesses looking to prioritize customer satisfaction. Overall, Help Scout stands out for its emphasis on fostering meaningful interactions and delivering exceptional customer experiences.
Key features
Shared inboxes that centralize cross-channel customer communications and include features like collision detection, tags, and workflows
Comprehensive reporting and analytics capabilities that track and measure key performance metrics like ticket volume, response times, resolution rates, and customer satisfaction scores.
Internal collaboration tools such as notes, assignments, and mentions to facilitate teamwork and communication
Pros
Designed to scale with businesses without compromising performance or functionality
Rich third-party integration ecosystem that allows businesses to extend the platform’s functionality
Minimalist design and intuitive layout that make navigation for customers and support teams easy
Cons
Lacks advanced automation capabilities and features like conditional logic and time-based triggers
No built-in telephony or chat support, risking fragmented customer data and workflows
Limited reporting and analytics customization options
Price
Standard: $20/user/month
Plus: $40/user/month
Pro: $65/user/month
3. Hiver
Hiver is a cloud service desk software that specializes in transforming Gmail into a powerful help desk platform. With its seamless integration with Gmail, Hiver enables teams to manage customer support, sales, and project workflows directly from their email inbox. Its intuitive interface and collaborative features streamline communication and enhance productivity for teams handling customer inquiries. Overall, Hiver stands out for its simplicity, efficiency, and ability to leverage the familiar Gmail interface to deliver exceptional customer support experiences.
Key features
Internal note system that allows support teams to leave comments in email threads to share insights, provide context, and collaborate on resolving customer inquiries or issues
Email workflow automations that automate email assignment, routing, and follow-up based on predefined criteria, such as sender, subject, keywords, or email content
Library of email templates that allow teams to create and share standardized email responses for a more cohesive customer experience
Pros
Seamless integration with Gmail and Outlook to minimize disruptions
Email metrics tracking capabilities that provide insights into email volume, response times, resolution rates, and customer satisfaction scores
Enhances collaboration and accountability by providing transparency and visibility into email communication and task ownership
Cons
Limited integrations outside of Gmail and Outlook, which could lead to fragmented workflows, manual data entry, or duplicate efforts as teams switch between different tools
Dependency on email limits the ability to provide support through alternative channels like live chat or social media
Built-in reporting and analytics features lack customization options
Price
Lite: $15/user/month billed annually
Pro: $39/user/month billed annually
Elite: $59/user/month billed annually
4. Zendesk
Zendesk is a leading cloud service desk software known for its comprehensive set of features and user-friendly interface. Designed to streamline customer support operations, Zendesk offers a centralized platform for managing customer inquiries, tickets, and interactions across multiple channels, including email, chat, phone, and social media. Zendesk enables businesses to optimize their support processes and drive continuous improvement. Overall, Zendesk stands out for its versatility, scalability, and ability to help organizations of all sizes deliver superior customer support in the cloud.
Key features
Omnichannel support that allows support teams to engage with customers across multiple communication channels, including email, chat, phone, and social media
AI-powered automation and insights that provide insight into customer interactions using chatbots, predictive analytics, and sentiment analysis
Robust ticketing system that enables agents to create, prioritize, and track tickets from various channels
Pros
Designed to scale with businesses and adapt to changing customer demands
Robust automation and workflow tools that enable businesses to create custom workflows, triggers, and business rules to automate ticket routing, assignment, escalations, and notifications based on predefined conditions or criteria
In-depth analytics dashboards that offer valuable insights into customer interactions, support performance, and overall customer satisfaction by tracking KPIs and monitoring trends
Cons
Advanced features and configuring the platform to company-specific requirements can make setup complex, potentially causing delays in deployment
Lower plans have limited customization options for features like ticket fields, ticket forms, and reporting
Teams may experience latency and other performance issues during periods of peak usage or high demand, such as product launches and seasonal fluctuations
Price
Suite Team: $55/agent/month billed annually
Suite Growth: $89/agent/month billed annually
Suite Professional: $115/agent/month
Suite Enterprise: Contact Zendesk for pricing
5. Front
Front is a cloud service desk software renowned for its collaborative email management features. With Front, teams can efficiently manage customer inquiries, support tickets, and internal communication directly from their email inbox. Front's intuitive interface and powerful automation capabilities empower teams to prioritize and resolve customer inquiries promptly, leading to improved productivity and customer satisfaction. Overall, Front stands out for its focus on enhancing teamwork and efficiency in managing customer support operations.
Key features
Shared inbox that enables teams to manage emails, messages, and other communication channels in one place
Advanced automation capabilities that allow teams to create rules and triggers to automate actions like assigning emails, tagging messages, and sending replies.
Real-time collaboration tools like presence indicators and internal messaging that facilitate teamwork and improve productivity
Pros
Customizable workflows that allow teams to tailor the platform to their specific needs
Omnichannel support provides a unified view of customer interactions from various channels and helps teams provide cohesive support experiences
Email templates and canned responses allow teams to create standardized responses to common issues and inquiries, promoting consistent support experiences and reducing manual workload
Cons
Limited reporting and analytics customization options may necessitate manual data extraction, manipulation, or integration with external analytics tools
Some third-party integrations may require custom development or configuration to ensure seamless data exchange
Reliance on third-party email platforms may lead to service and performance disruptions
Price
Starter: $19/seat/month billed annually
Growth: $59/seat/month billed annually
Scale: $99/seat/month billed annually
Premier: $229/seat/month billed annually
6. Gorgias
Gorgias is a cloud service desk software tailored for e-commerce businesses, renowned for its integration with various e-commerce platforms like Shopify, Magento, and BigCommerce. Designed to streamline customer support operations, Gorgias offers a unified platform for managing customer inquiries, order-related issues, and support tickets directly from the e-commerce dashboard. With its emphasis on automation and efficiency, Gorgias enables e-commerce businesses to deliver prompt and personalized customer support, ultimately enhancing customer satisfaction and driving sales.
Key features
Centralized multichannel inbox that aggregates customer inquiries from various communication channels
Seamless integration with e-commerce platforms like Shopify and Magento, enabling support teams to access customer order information, shipping details, and purchase history
Macro feature that allows teams to create and use predefined responses or actions for common queries, improving efficiency and productivity
Pros
Extensive automation capabilities that help companies streamline workflows and interactions while reducing manual workloads and human error
Templates that can be customized to specific use cases to reduce response times and ensure consistent communication
Advanced reporting and analytics features that help teams refine and optimize their processes
Cons
Gorgias is built to support businesses of all sizes, but is not easily scalable
New users may need in-depth training to become acquainted with Gorgias's interface, navigation menus, and feature set due to complexity
Disruptions with e-commerce platforms can limit the capabilities of Gorgias
Price
Starter: $10/50 tickets/month (no annual billing option)
Basic: $50/300 tickets/month billed annually
Pro: $300/2,000 tickets/month billed annually
Advanced: $750/5,000 tickets/month billed annually
Enterprise: Contact Gorgias for pricing
7. Kustomer
Kustomer is a cloud service desk software renowned for its focus on delivering exceptional customer experiences through personalized support and streamlined workflows. Tailored for omnichannel customer service, Kustomer consolidates customer interactions from various channels, including email, chat, phone, and social media, into a single platform, providing a unified view of customer data and communication history. With its emphasis on building meaningful customer relationships and driving engagement, Kustomer stands out for its ability to help businesses elevate their customer support operations in the cloud.
Key features
AI-powered customer insights using intelligent routing, sentiment analysis, and predictive analytics
Omnichannel customer service that allows customers to contact support from their preferred platform
Intelligent automation of repetitive tasks so support teams can focus on high-priority issues
Pros
Customizable workflows that can be tailored to company-specific needs to improve efficiency and ensure timely responses
Comprehensive customer profiles allow teams to deliver personalized, contextualized support experiences
Extensive third-party integration ecosystem that helps teams centralize customer information, leverage existing technology investments, and enhance their capabilities
Cons
Limited customization of features other than workflows may negatively impact companies with specific customization requirements or complex support processes
Limited reporting capabilities that may hinder the extraction of actionable insights or conducting in-depth analyses
Advanced features may require additional training, causing delays in deployment and limiting the platform’s functionality until users are fully trained
Price
Enterprise: $89/user/month
Ultimate: $139/user/month
8. Zoho Desk
Zoho Desk is a comprehensive cloud service desk software designed to streamline customer support operations and enhance customer satisfaction. With its intuitive interface and robust features, Zoho Desk offers businesses a centralized platform for managing customer inquiries, tickets, and interactions. Zoho Desk's extensive integration options with other Zoho applications further enhance its functionality, making it a versatile solution for businesses of all sizes seeking to enhance their customer support.
Key features
Robust ticket management and automation features that help teams create, assign, categorize, and prioritize tickets
Self-service portal and customizable knowledge base that empower customers to find answers to their questions and solve problems on their own using company-provided articles, FAQs, tutorials, and other resources
AI-powered assistance features such as smart responses, sentiment analysis, and automated ticket classification
Pros
All-in-one platform for helpdesk, ticketing, and customer support features that improve productivity and consistency
Customizable workflows, ticket forms, automation rules, and notification settings that make the platform highly adaptable to company-specific needs
Designed to scale with businesses in terms of features, functionalities, and pricing structure
Cons
Some advanced features and functionalities are only available on higher-tier plans
Built-in reporting and analytics tools may be insufficient, necessitating the use of third-party tools
Customization can be complex and may require technical expertise or assistance from Zoho’s team
Price
Standard: $14/user/month billed annually
Professional: $23/user/month billed annually
Enterprise: $40/user/month billed annually
9. SysAid
SysAid is a cloud service desk software that offers comprehensive IT service management capabilities. With its user-friendly interface and powerful features, SysAid helps organizations efficiently manage IT support operations, handle service requests, and resolve technical issues. Whether your company is a small business or large enterprise, SysAid stands out for its versatility, scalability, and ability to drive efficiency in IT service management.
Key features
Comprehensive incident and service request management enables support teams to log, track, prioritize, and escalate incidents and service requests through a centralized interface efficiently
Robust asset management functionality that helps companies track and manage their IT assets by providing visibility into hardware and software across the organization
Extensive change management capabilities that allow companies to plan, implement, and track changes to their IT infrastructure and services using tools for documenting change requests, assessing their impact, scheduling changes, and obtaining approvals from stakeholders
Pros
Customizable workflows, forms, templates, and automation rules allow the system to adapt to unique requirements and processes
API and third-party integration capabilities allow businesses to enhance their flexibility and offer more services
User-friendly UI that minimizes learning curves for support teams
Cons
Native reporting tools may lack granularity or flexibility in generating custom reports
While the UI is intuitive, it has limited customization options
Companies facing rapid growth may face scalability challenges like performance issues or disruptions
Price
Contact SysAid for pricing
10. Jira Service Management
Jira Service Management, built on the popular Jira platform, is a powerful cloud service desk software designed to streamline IT service operations and support workflows. Built on the popular Jira platform, it offers a wide array of features, including incident management, change management, problem management, and asset management. Its integration with other Atlassian products like Confluence and Bitbucket enhances collaboration and knowledge sharing among teams. Jira Service Management empowers IT teams to deliver outstanding customer support and drive continuous improvement in IT service delivery.
Key features
Real-time reporting capabilities that allow organizations to access and analyze key metrics and performance indicators through customizable dashboards and reports
Powerful incident and problem management features that enable teams to quickly identify the root causes of incidents, implement workarounds or fixes, and minimize the impact on operations
Self-service portal and knowledge base that allows users to search for solutions to common issues, submit service requests, and track the status of their requests
Pros
Real-time porting features can be used by service managers to monitor service desk activity, track SLA compliance, identify trends, and make data-driven decisions
Extensive customization options allow businesses to adapt the system to their needs
Integrates seamlessly with other Jira software, providing a unified platform for both IT service management and agile project management
Cons
Support teams may experience complications when scaling up their service desk teams, increasing ticket volume, or adding new service offerings
No native telephony, leading to difficulty managing incoming calls, logging call details, and tracking call resolutions
Some advanced functionalities require third-party integrations or plug-ins and may come with additional costs
Price
Free for up to 3 agents
Standard: $22.05/agent/month
Premium: $49.35/agent/month
Enterprise: Based on number of agents
Cloud service desk software implementation best practices
Implementing cloud service desk software requires careful planning and execution to maximize the benefits of the new system. To implement your system effectively, follow these best practices:
Comprehensive training/onboarding
Investing in thorough training programs ensures that all users, from support agents to administrators, are equipped with the necessary knowledge and skills to effectively utilize the new software. Training sessions should cover various features and aspects of the software, such as navigation, ticket management, automation features, and reporting tools. Additionally, providing ongoing support and resources, such as user manuals, video tutorials, and helpdesk support, helps to reinforce learning and address any questions that may arise during onboarding. By prioritizing training and onboarding, organizations can facilitate a smooth transition to the new service desk software, maximize user adoption, and drive success in delivering superior customer support.
Personalize your software
By customizing settings, workflows, and user interfaces, businesses can tailor the system to their specific needs and workflows, enhancing usability and efficiency. This personalization can include configuring ticket categories, automations, and notification settings to reflect the organization's priorities and service level agreements. Customizing reports and dashboards allows teams to track and analyze key performance metrics, bolstering data-driven decision-making and continuous improvement. Ultimately, by personalizing the software, organizations can optimize their service desk operations, improve user satisfaction, and deliver more effective support.
Regularly update
Regularly updating your cloud service desk software ensures that your system remains secure, efficient, and up-to-date with the latest features and functionalities. Software updates often include bug fixes, security patches, and performance improvements that enhance the overall reliability and functionality of the system. By staying current with updates, organizations can mitigate potential security risks, minimize system downtime, and ensure that users have access to the latest tools to streamline their support operations. Overall, regular software updates maintain the effectiveness and longevity of your cloud service desk software.
Leverage AI
AI-powered features, such as chatbots, natural language processing, and predictive analytics, enable service desks to automate routine tasks, provide personalized responses, and anticipate customer needs more effectively. By harnessing AI capabilities, organizations can enhance the speed and efficiency of support interactions, reduce response times, and improve overall customer satisfaction. Moreover, AI-driven insights and analytics give service desk teams a deeper understanding of customer behaviors and trends. Integrating AI into cloud service desk software not only optimizes operational efficiency but also enhances the quality of support, creating greater value for both businesses and customers alike.
Why do you need Freshservice cloud service desk?
Freshservice SaaS helps you save thousands of dollars that might be going down the drain with your current help desk.
Flexible cloud-based ITSM
Embed Freshservice’s one-touch service on your Android or iOS smartphone and use your cloud based service desk on the go. Add as many agents as you require, assign tasks, and monitor your agents and CI in just a few clicks. Get unlimited storage on the cloud with no hardware restrictions to bog you down.
Multichannel & go mobile
Access and maintain your help desk from anywhere. You can use your SaaS service desk through different portals without any hiccups. You don’t have to rely on hosted servers or different integrations or applications to get your work running. You can even keep your data secure with periodic backups.
Cost-effective
Freshservice is cost-effective, simple, and efficient to use. You don’t have to invest in hosting, installing, configuring, or any kind of infrastructure. Everything is available on the cloud. Save your valuable time and resources when you use Freshservice; eliminate all the unnecessary things your incompetent service desk makes you do.