Compare ProProfs Help Desk vs Freshdesk

About ProProfs Help Desk

ProProfs Help Desk is an award winning ticketing software. It is an easy-to-use customer service tool that helps agents track customer issues from a shared dashboard and resolve them in a timely manner. Simply achieve more with the ProProfs Help Desk.

ProProfs Help Desk Software is a simple yet feature-rich issue tracking software that is perfect for both small as well as large teams. Users can track and manage all customer issues from the moment they are captured through to the time when they get resolved.

ProProfs offers the right set of features for team collaboration. Besides checking who is working on what, your agents can discuss tickets internally with the help of internal notes. When your agents work together as one big customer support team, you can rest assured that customers will have delightful support experiences.

You can leverage robust features like ticket prioritization, labels, tags, etc. to better organize your support tickets. This ensures that every ticket that demands urgent attention stays right before your eyes and no issue can slip through the cracks.

The best part about ProProfs Help Desk is its shared inbox feature that puts an end to long cc emails. With ProProfs HelpDesk, your agents can combine all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@ into a single platform. Therefore, you do not need to log out from one email account and log in to the other. With a shared inbox, all customer communications will be under the same roof.

Customer Success Managers (CSMs) can easily manage agent roles and permissions, assign tasks, and take future-ready decisions backed by insightful reports and analytics. They also have the freedom to set up their workflow rules around service level agreements (SLAs), filters, and priorities.

Benefits

Issue Tracking

ProProfs Help Desk allows customer support agents to track all customer queries, requests, and complaints in a single place. Proper tracking ensures that no customer query can be left unattended or unresolved for long.

Ticket Organization

ProProfs Help Desk offers features such as labels, ticket prioritization, and internal notes/comments that lead to improved ticket management and organization. For faster ticket resolution, you can adopt the parent-child ticketing system and break complex tickets into smaller child tickets.

Integration Capabilities

Awesome integration capabilities with Knowledge Base, Live Chat, and Salesforce, make this tool a complete powerhouse. You can create a dedicated self-service portal in minutes and reduce customer support tickets by up to 80%. While live chat allows agents to interact with customers in real-time.

Shared Inbox

With ProProfs intuitive help desk ticketing system, you can now efficiently manage all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@. A shared inbox makes reaching inbox zero - a reality.

Team Collaboration

With a shared dashboard, all support tickets are visible and accessible to all the agents at the same time. ProProfs Help Desk allows you to add internal notes and assign tickets to relevant individuals or departments such as IT, facilities, HR, accounts, etc.

Smart Reports & Analytics

With in-depth and insightful reports, you can track key performance indicators (KPIs) such as the number of new tickets, average ticket resolution time, ticket ratings, and more. You can float CSAT, CES, and NPS surveys once a ticket is resolved and better understand what's working for your customers and what's not.

With ProProfs Help Desk, the future of customer service is now.

About Freshdesk

Freshdesk is suited to any small or mid-sized business that requires a fully functional help or support department without the associated costs. Freshdesk is also suited to startups and freelancers, providing a free plan for unlimited number of agents.
Freshdesk provides a way to speed up customer support, automating certain laborious tasks such as sifting through requests and allocation tickets. This solution helps businesses interested in reducing man hours who wish to enable their staff to focus on just the most important tasks.

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Features

• Analytics
• API
• Batch Permissions & Access
• Chat
• Contact Management
• Contact Sharing
• CRM Integration
• Customer Management
• Dashboard
• Data Export
• Data Import
• Data Visualization
• Email Integration
• External Integrations
• Lead Management
• Lead Scoring
• Multi-User
• Notifications
• Scheduling
• Third-Party Plugins/Add-Ons
• Real-time Alerts
• Workflow Management
• Self-service Portal
• Ticket Management
• Instant Chat Integration
• Social Media Integration
• Call Integration
• Knowledge Base
• Support Forum

Summary

• Filters to sort by labels, milestones, assignee, priorities, and status

• Issue resolution progress review

• Child ticket creation to track internal subtasks

• No spot solution delays

• Incident management

• Anytime, anywhere access

• Faster ticket resolution

• Instant support

• Customizable Branding

• Automated Routing

• Alerts/Escalation

• Workflow rules’ set up around priorities, filters, and service level agreements (SLAs)

• Easy to manage permissions, task assignments, and roles

• No long cc emails

• Option to add internal comments

• Workflow Configuration

• Reporting/Analytics

• Real-time Chat

• Multi-Channel Communication

• Network Monitoring

• Macros/Templated Responses

• Interaction Tracking

• Knowledge Base Management

• IT Asset Management

• Call Center Management

• Document Storage

• Timely response with child tickets

• Issue tracking in one place

• Collaborative email

• Ticket prioritization

• Shared inbox

• Canned responses and rule-based automated messages

Summary

• Multi Channel: Manages all support conversations in one place.

• Productivity: Increase team’s engagement and productivity.

• Self-Service: It is possible to create a self-service experience that supports user's brand.

• Reporting: Measures and tracks performance using reports.

• Integration: Extends user's support capabilities with integrations.

• Ticketing: Everything you need to start supporting customers.

Pricing

Pricing

• Credit card required: No

• Sprout - Free for unlimited number of Agents
  Blossom - $19 per agent per month
  Garden - $35 per agent per month
  Estate - $49 per agent per month
  Forest - $89 per agent per month

FAQs

What is this service generally used for?

• ProProfs Help Desk is a customer service tool that is generally used by customer support teams to track user requests and effectively resolve customer-service-related issues.

Does this service offer guides, tutorials and or customer support?

• Yes. Customer support comes handy with ProProfs Help Desk integrations of Knowledge Base and Chat.

What platforms does this service support?

• Currently, ProProfs Help Desk supports web.

Does this service integrate with any other apps?

• ProProfs Help Desk is integrated with Survey Maker, Chat, and Knowledge Base.

Does this service offer multi-user capability (e.g. teams)?

• Yes.

Does this service offer an API?

• No

What are some applications this service is commonly used in tandem with?

• ProProfs Help Desk is commonly used in tandem with ProProfs Chat, ProProfs Knowledge Base, and ProProfs Survey Maker.

Who are the main user groups of this service?

• Customer success managers, help desk managers, system administrators, and agents need ProProfs Help Desk for efficient management of customer support queries and requests.

FAQs

Who are the main user groups of this service?

• This customer service solution is suited to any small or mid-sized business that requires a fully functional customer support.

What is this service generally used for?

• It is used to help companies handle their customers’ problems across various channels.

What platforms does this service support?

• It is web-based platform. Native mobile app: Android, iPhone-iPad,Windows Phone.

Does this service offer an API?

• It offers RESTful API.

Does this service offer multi-user capability (e.g. teams)?

• Freshdesk offers Multi-user , Multi-product support , Multi-language & Multi-time zone support for your global company

Does this service integrate with any other apps?

• Freshdesk includes out-of-the-box integrations with many popular business applications like CRM systems, invoicing tools, and eCommerce solutions, among others.
  It is also tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail.
  Some of the integrations include but not limited to Salesforce,Freshsales,Pipedrive, Dropbox, Shopify, Magento, Hubspot, Microsoft Dynamic CRM, Facebook, Twitter, Slack, Segment

Does this service offer guides, tutorials and or customer support?

• Yes. This service offers guides, tutorials and customer support across all levels.

Vendor Information

Vendor Information

Other

• Startups
• SMEs
• Agencies
• Enterprises

• Web App

Other

• Startups
• SMEs
• Enterprises

• Windows

• iOS