Editor’s note: David Miller is an educational researcher and contributing author with ProProfs, New York.
The help desk is a knowledge base software companies can use to gather information. It provides a platform for consumers looking to troubleshoot problems and get the answers to queries. The modern trend is to shift toward hosted services rather than using on-site enterprise software applications, including customer support applications. The help desk tool is a software-as-a-service (SaaS) -based online support or help desk software.
Integrating the software into the support department and shifting toward Web-based support that is easy to use and convenient is crucial. Thus, with a SaaS software, a company will not have to install the help desk software on its own servers, rather it will be hosted by the SaaS software providers and the company will be charged according to the time the software is used.
SaaS products vary in features and compatibility. The following are brief descriptions of 10 SaaS-based online support and help desk tools.
1. Scopedesk
Scopedesk is a SaaS-based customer support system with a variety of features that offer simple and organized options that can reduce the time required to resolve the problems and completely satisfy the customers. It allows customers to log in with their details, submit a new ticket, check the status of current tickets or browse the knowledge base user guide and manuals online. Scopedesk’s help-authoring software also provides a comprehensive view of everyday operations and service management data.
2. AJ Help Desk
AJ Help Desk offers robust customer support, including live chat service support. This help-authoring software covers a wide range of features that include a ticket system, customer help and online support, depending upon the requirements of your business. The AJ Help Desk software has a user-friendly interface and is available at a reasonable price.
3. Salesforce
Salesforce is based in the U.S. and has one of the best customer relationship management software programs on the market. The company provides a SaaS-based help desk solution, desk.com, that requires minimal setup and provides features – such as fielding questions from Facebook and Twitter – that make it easier for companies to manage and process a large amount of ticket requests.
4. ProProfs
ProProfs offers online support and a help desk tool that you can update and easily create content within. You don’t need installation assistance or training to build the help documents and guides. When updating documents and guides, old information can be cleared to make relevant information more accessible for the customers. Thus, you can still surprise the customers by providing them with faster resolutions.
5. Freshdesk
Freshdesk is a SaaS-based help desk software offering a range of features – such as team-wide support inboxes – that are useful for help desk professionals or company staff and customers. Freshdesk offers a well-established ticket-management system with built-in time-tracking.
6. JitBit
JitBit is an affordable, hosted help desk service. Similar to other help desk software, JitBit offers a consolidated ticket view that can be prioritized and also includes different statuses and software documentation.
7. Zendesk
Zendesk is one of the most efficient help desk software programs as it focuses on effective communication between the support team and customers. Zendesk operates in a similar way to other help desk software and includes support for automation rules and activates the response to different help desk system events.
8. Kana
Kana help desk software clients include about 900 enterprises, half of the Fortune 100 and 250 government agencies. It offers a convenient multichannel customer support system for midsize companies, including e-mail management, live chat and social media management. 
9. Kayako
Kayako Fusion help desk software consists of multiple channels and offers you various sources – e-mail, live chat and voice chat – for communicating with customers and other support constituents. It also offers built-in remote desktop and screenshot sharing.
10. Parature
Parature offers a customizable help desk software that is considered one of the top in its class. It is known for its ability to easily tailor its services for specific workflows and needs. As the software can be customized based on customers’ needs, pricing is based only on the features and functionality your company will use.