When it comes to SaaS software, including, of course, a SaaS help desk, everyone mentions reliability, zero maintenance costs, "no hardware headaches", "available everywhere" and other obvious benefits. There's also the non-obvious ones:
The modern economy is marginalizing the value of legacy software applications. Traditional software involves significant up-front acquisition costs and requires recurring maintenance, support and upgrade costs that are multiples of initial acquisition costs.
SaaS, on the other hand, saves a customer from these costs. The saas helpdesk software runs on a remote server that is maintained by the vendor. "Multi-tenant" SaaS software (one server/database for multiple customers) allowed saas vendors to keep the cost of infrastructure and associated maintenance low so that they could make some money in the hosted software market and pass on savings to customers in the form of reduced subscription fees.