• sony
  • dell
  • cisco
  • dhl
  • yale
  • phoenix

What Is a SaaS Help Desk?

Monitor your internal support squad with real-time reports

Software as a service (SaaS) help desk is a business application designed for customer delight. It is hosted on the cloud and can be easily accessed over the internet. There is no need for any hardware configuration and aspects like security, backup, maintenance, etc. are handled by the service provider. SaaS help desk does not require any technical expertise; your agents can simply log in to their accounts from any device and start delivering delightful support. In addition to this, you can enjoy the flexibility of a pay-per-agent plan and upgrade as and when required.

what is saas help desk software

Easy Cloud Set Up - Works Like Email

Skip the installation & provide delightful support instantly

ProProfs SaaS help desk is hosted on the cloud and offers 24x7 accessibility. So, no matter if your team is working from the office or remotely, you can offer delightful support anytime, anywhere, and from any device. With a user interface as simple as Gmail, our help desk software is incredibly easy to set up and does not require any installation. Your support agents can simply log in to their dashboard and get started in minutes without extensive training or onboarding.

  • 24x7 accessibility with cloud-hosting
  • Offer support anytime, anywhere
  • As simple as using Gmail
  • Get started in minutes

Scalable, Safe & Always Available

Flexible SaaS help desk solution that adapts to your growing needs

Our SaaS help desk software is well-equipped to grow along with your business. So, no matter if you have a team of a single agent or a hundred, we have got you covered. All updates, backup, and security are automated so that you can focus on what matters the most- delightful customer support. Simply choose the number of agents and stay in complete control with our flexible pricing plans. Stay available 24x7 with our high uptime rate and never leave a customer hanging.

  • Scale faster & offer delightful support
  • Automated updates, back up, & security
  • Flexible pay-per-agent plans
  • High uptime rate

Shared Inboxes for Team Collaboration

Collaborate & stay on top of every customer communication

ProProfs SaaS help desk lets you manage all your customer-facing inboxes ([email protected], [email protected], [email protected]) from a shared platform. With our powerful collaboration features, you can easily track, prioritize, label, mark, and assign tickets to relevant agents or teams. Simply track who is working on what and avoid sharing multiple responses to the same customer email. With internal notes, agents can discuss tickets internally and ensure not a single customer issue remains unresolved.

  • Manage customer-facing inboxes
  • Track, prioritize & assign tickets
  • See who is working on what
  • Discuss tickets with Internal Notes

Automated Workflow for Increased Productivity

Say goodbye to repetitive tasks and yes to a smooth workflow

Rise above manual ticket assignment with our SaaS customer support tool that automatically routes tickets to relevant agents or departments. Your agents can leverage canned responses to quickly resolve customer issues/requests that are similar in nature. Receive automated alerts and notifications for ticket assignment, new ticket, internal notes, etc. and always stay on top of your game. Set agent roles and permissions to maintain a smooth workflow and resolve tickets faster.

  • Automated ticket routing
  • Canned responses for faster resolution
  • Automated alerts & notifications
  • Set agent roles & responsibilities

Measure & Improve Customer Delight

It's time to bring the smile back on your customers’ faces

ProProfs Help Desk allows you to consistently measure the performance of your agents and teams to improve efficiency as well as productivity. With our customer support SaaS tool, you can keep a firm track of rated tickets, chats, and help articles. Instantly share surveys with your customers and understand how close you are to meeting their expectations. Share CSAT (customer satisfaction) and NPS (Net Promoter Score) surveys to measure customer delight and capture feedback.

  • Monitor individual & team performance
  • Track ratings for tickets, chats & help articles
  • Create & share CSAT & NPS surveys
  • Measure & improve customer delight

SaaS Help Desk is Perfect For

enterprise service desk

Redefine customer support with ProProfs Enterprise Help Desk Software and delight your customers.

Manage & resolve customer issues in one place with it help desk

Easily track and manage all IT-related incidents, issues, and service requests with our powerful IT help desk.

Manage & organize customer emails with email management software

Stay in complete control over every customer email and ensure not a single email can slip through the cracks.

Features

  • Track Tickets Track Tickets

    Never lose a ticket again, always know who is working on what.

  • Prioritize Tickets Prioritize Tickets

    Make sure the most critical tickets get solved first.

  • Solve Tickets Solve Tickets

    Canned responses & knowledge base make it easy to solve tickets.

  • Share Knowledge Share Knowledge

    Customers love self-service knowledge base resources.

  • Instant Support Instant Support

    Allow customers to chat with you right on your website.

  • Train Agents & Customers Train Agents & Customers

    Train customers & agents with online training courses.

Testimonials

  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

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