Cloud based service desk:

Help desk software applications are a database of customer information, call reports, solutions guides and service agreement levels.

In a quest to automate their tools, companies would look to automate their service desks in order to make it cost effective and to be able to make the whole process user friendly through self-service features of cloud and its ability to be used anytime from anywhere it would fetch potential benefits to companies. One can customise tools as per his needs, features one can expect could be

·         Customise incident management ,

·         Remote user access,

·         Maintaining knowledge base

·         Improved issue resolution

·         Quicker responses to events

·         Tracking inventory and assets,

·         Web based application software usage

·         Speedy deployments

·         Embedding ITIL process based rules for incident management.

With increasing demand to provide world class services within the small budgets for small-medium businesses and ever increasing customer expectations , businesses are looking for the optimised ,expandable solutions .

Many organisations fail to customise the infrastructure to maintain their helpdesk on time. You expect to grow with time and also your capabilities to deliver business requirements in a time saving and cost saving capabilities.

Features it has to provide are

1. Automation of Ticket Management: ability of the solution to support the existing support solutions which processes with rule-based triggers, notifications and views.

2. Any channel connect & support: To improve customer engagement on their own terms, managing   support processes centrally with multiplatform support it can be email, Web, social media, online chat, community forums and also supporting it over mobile phones.

3. Easy to Implement: it has to be easy & faster to implement

4. Reporting: ability of the people concerned in getting reports and analytics to track incident metrics , CSI customer satisfaction index, performance of analysts , resolution time etc.

5. Tracking events: time stamping the events to manage SLAs,

6. ITIL based best practices integration support: to follow industry accepted best practices.

7. Integration: the helpdesk processes have to be integrated with all other related application to function properly and reduce time for resolution.

8. Scalable, highly available and secure helpdesk: it needs to provide scope for live backup, disaster recovery

Service desks would definitely be interested to look to explore the benefits from self-service, easy to use, improved agent productivity, online manageable applications. Cloud-based hosting offers continual support, backup and maintenance ,Cloud based service desk would be web based solution , one can launch it through web browser the data would be managed at a remote place accessed from any location with ability to view the tickets raised and the progress of the same .it would also provide access to online knowledge database. The knowledge base provides a quick way to look up products and services customers use and determine how to resolve issues.