Benefits of Cloud-Based Help Desk Ticketing System

 By delivering exceptional products or services, business owners and salespeople aim to establish positive relationships with customers, setting them apart from other players in the same field. However, an additional benefit is the excellent after-sales services the customer support team offers. Customers will adore your company's brand if you have a customer support crew – both in-house and on the field – to provide product or service support.

Information technology has become an extremely crucial part of corporate operations. As a result, the demand for internal IT support has increased. This means that the help desk solution is hosted on third-party servers for agents' convenience. These are managed in perfect condition, and data is stored securely.

Switching from a local ticketing system to a cloud-based one offers many benefits for both the users and the organization. A cloud-based system is easier to set up and maintain, provides greater accessibility, and is a more cost-effective alternative for many businesses. Let's look at a few of the advantages of using a cloud-based help desk.

Prioritize the records: Customers making a request for a product's improvement. An email or SMS is sent to acknowledge the receipt of a request. Furthermore, the ticket must be prioritized in the cloud ticketing system based on the severity of the complaint. The ticket is prioritized and allocated to the support technician, whether it is high, medium, or low. The service technician considers the complaint ticket and acts accordingly depending on its severity.

Centralized Records: The data of fetched complaints can be maintained and stored using a cloud ticketing system. The customer's complaint was resolved, major concerns were resolved, and relevant information related to the customer's complaint was kept for future review, if necessary. Retrieving tickets by remote customer service representatives is possible due to the cloud solution, and data can be stored in a centralized location.

Shared Inbox: Today, almost everyone uses email. Most users will find a cloud-based ticket system simple to use because it follows a similar communication pattern. Even further advantages can be gained by using a cloud-based help desk solution with a shared inbox for support requests. A shared inbox gives your team a consolidated view of all support ticket communication. The team can effectively manage ticket assignments, evaluate drafted responses before sending, and follow individual comments on a given request from this central inbox. As a consequence, you'll have a well-organized and simple structure that keeps everyone focused and in sync.

Security: On-premise service desks are considerably more expensive. High-level data encryption and cross-site scripting protection are only two examples of techniques that might drive up the cost of deployment. The cloud offers enterprise-level backup, security, and disaster recovery at a fraction of the cost. As a result, cloud-based service desks have the upper hand in terms of security and cost.

Easy to deploy: While on-premise deployment may appear to be a great idea for companies looking to track employee performance, the reality is that implementing deployment projects on-site is difficult at best. Deployment of cloud-based helpdesks is as simple as figuring out how many licenses you'll need. When demand grows, there's no need to make adjustments to individual users' PCs, buy more hardware, or worry about storage, network capacity, or software licenses.

Conclusion

Finally, because of how affordable, performance-oriented, and adaptable cloud services are, they have an advantage in all aspects.  If you manage a small or large organization with employees working from multiple locations and the need to access data separately or concurrently, the cloud-based Microsoft 365 help desk ticketing system is an excellent solution.