Help Desk Comparison : Free Open Source vs SaaS

Updated 6 September 2023

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Free Open source and SaaS Help desk (“Software as a Service or cloud computing”) both are in a shining stage. Everyone enjoys the approach of open source available for anyone to use and customize to fill their own need.

It is an innovative solution. It has recently emerged across all developer communities to be a free help desk software for small and SME businesses. Open source is cheaper or free when you begin with at least.

customizaton - free open source and saas helpdesk

Fixing up Software as a Service(SaaS) based helpdesk is far simpler than open-source. It eliminates major challenges associated with open-source such as regular maintenance, customization, and bug fixing but that would be paid.

In terms of ease of deployment & quality, SaaS is a great approach rather than opensource. But If we talk about customization, SaaS is not a great choice, deep customization is only possible with open source.

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Overall, In order to provide excellent customer support, both types of options must be needed to deploy on achieving the different business objectives.

We understand this better way both platforms have unique factors. We have addressed both platforms Saas and Open source in a UVdesk to give traders the best of both worlds to help better customer support at the lowest costs.

Integration and customization open source vs. SaaS

Most of the infrastructure stuff is getting the SaaS subscription model. It might be less customizable but easier to use for new or non-technical merchants, with no extra effort required from the user.

Integration And Customization free Open Source and SaaS helpdesk

SaaS is more attractive and user-friendly for startup merchants. Those who don’t have any idea about product development and wish to adopt prebuilt applications can go for SaaS.

Well, Our UVdesk SaaS-based helpdesk is quite mature. We have got a lot of constructive feedback as well from our merchants and they are so happy with our services. Let’s take a look over customer reviews

But In SaaS, there are some challenges too. You can’t test it on your own premises but that’s possible in open source. This is the biggest reason to use open source where you can simply expand, upgrade, and maintain your product as well.

Everything depends upon the requirements and your business needs.”

We have released Open Source Helpdesk – UVdesk. It is built on top of the Symfony/PHP framework. It allows you any amount of customization and integration means it is endless to customize.

In addition, Symfony & PHP both have huge community support.

These both are popular among developers and it is easy to hire a developer. They can do customization for you or you can do it by yourself. You have full access to change the code.

Initial Costs Open Source vs. SaaS

If you are working with a SaaS solution then you don’t need to manage your hosting, maintain security, or fix complex software bugs. But with costs upfront, ordinarily in a monthly or yearly subscription plan.

The most common fact is the maximum SaaS-based helpdesk charge per agent. It is pretty high and apart from that they also take care of customization and maintenance, which is an extra cost.

Opensource software source codes are freely available to download. Customers have the freedom to customize, update, and inspect it anytime. You are the single person who manages the whole system as per your premises from hosting to development.

Since you’ll have full access to the underlying code, you can control almost every aspect of the helpdesk to do things that aren’t possible on a SaaS solution.

Ease of deployment Free Open source SaaS Help desk

SaaS is quick & easy to deploy whereas open-source needs some degree of technical skills. Installing opensource is the biggest challenge.

You have nothing to download or install in SaaS, all you have to do with sign up, pay the subscription, and do account verification, That’s it.

But open source is completely different. You need to download or install the project and modify the source code for any purpose.

UVdesk Opensource is a PHP-based helpdesk built using a reliable Symfony PHP framework. It is written in the most popular language PHP+MYSQL which is highly secured, robust, and customizable to be fit for any trade.

Now, that’s up to you and your business requirement whether you decide to go down with an open source or SaaS solution, You can choose one of them both solutions uplift your support or revenue as well.

If you have any issues feel free to add a ticket and let us know your concerns at support@uvdesk.com or refer to the link.

Category(s) UVdesk
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