Cloud based help desks let your support team manage requests in one place without having to worry about managing servers. Users simply login via a browser and tickets will be sent via email or web form. Managers can also view tickets to know what is open, overdue or has been resolved. This makes it much easier to manage growing IT teams.
Many organisations are looking at using a cloud based help desk rather than an older self hosted option. With all updates, backups and hosting being managed by the provider, your team can spend more time supporting users. It can also be beneficial for employees working from multiple locations.
ServoDesk offer cloud based help desk services. Below we have listed what to look out for to ensure any tool you use will provide a modern, AI assisted service management system.
What To Look For In Cloud-Based IT Help Desk Software
The platform should provide a productive ticketing system that logs all requests as tickets, assigns them correctly, and tracks them against timelines. The ticket queues should be straightforward to understand. Ticket creation should be easy, and users should be able to view their tickets.
A solution that is easy to use. If the interface is confusing, your agents will be slowed down. If the portal isn’t user-friendly, users will call or email. Ask to see a demo.
The platform should have some automation. An AI-powered service desk solution can help categorize tickets by suggesting categories, routing tickets, and recommending knowledge articles. This means your agents aren’t having to do repetitive work. Ask how the AI works and how it can be overridden by staff. How is your data treated?
Reports and security are also important. Your managers should have dashboards to track volumes, resolution times, and common issues. The business should have sensible security measures in place. Compare different vendors.
How does the pricing scale? Will it get more expensive if you have more users/agents? Is it easy to scale up your teams? Can you try a demo/trial to see how it works with your actual processes? Compare how well the cloud-based helpdesk solutions will integrate with your processes.
