Compare ProProfs Help Desk vs LiveAgent

ProProfs Help Desk 37 Support & Helpdesk	LiveAgent 1394 Support & Helpdesk
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Crozscore 91% what is this? User Happiness: 94% Press Buzz: 44% User Trend: no significant changes	Crozscore 91% what is this? User Happiness: 90% Press Buzz: 51% User Trend: interest falling
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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 LiveAgent LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features, you'll be able to link every support channel. LiveAgent is available in 40 languages and both as SaaS license or a self-hosted license (installed on your own server). Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular).
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 Multichannel support (Email, Voice, LiveChat, FB and Twitter) Intelligent Spam Filter Live Chat Knowledge Base Analytics Ticketing system Suggestions Mobile ready Departments, Tags and Filters Automatic Ticket Distribution & Service-level Agreement (SLA)
Pricing Team $49.00 3 user(s) / month Included in plan: 1 Inbox Unlimited Tickets 1 Departments & Teams 6 Months Ticket History Auto-Response Canned Responses Ticket Ratings Business $89.00 5 user(s) / month Included in plan: 3 Inboxes Unlimited Tickets 3 Departments & Teams 1 Year Ticket History Auto-Response Canned Responses Ticket Ratings Basic Reports Routing Child Tickets Roles & Permissions Enterprise $499.00 unlimited user(s) / month Included in plan: Unlimited Inboxes Unlimited Tickets Unlimited Departments & Teams Unlimited Ticket History Auto-Response Canned Responses Ticket Ratings Enterprise Reports Routing Child Tickets Roles & Permissions Audit & Admin Controls SLA & Custom License	Pricing Small $9.00 1 user(s) / month Included in plan: Ticketing Live Chat E-mail support White Glove Setup 1 API key + integration Chat satisfaction surveys Knowledge base Customer Service iPhone/Android app Medium $29.00 1 user(s) / month Included in plan: Everything in Small plan Ticketing Live Chat Call Center E-mail support Contact forms Forum & Knowledge base iPhone/Android app Real-time visitors monitoring Chat invitations Feedback management Facebook & Twitter Cloud call center Call center support Gamification 10 departments Interactive voice response (IVR) Product training Custom domain hosting 20 Event rules 10 Time rules 5 SLA levels Large $49.00 1 user(s) / month Included in plan: Everything in Medium plan 1 Whatsapp account 30 departments Multi-Knowledge base Senior account manager 2 Knowledge bases 100 Event rules Time report 10 SLA levels Free Account Free Included in plan: Live Chat Ticketing E-mail support Call Center Knowledge Base Unlimited Agents Enterprise $69.00 1 user(s) / month Included in plan: All features from the Large plan Dedicated key account manager Priority support Assisted Whatsapp integration Custom billing setup Scheduled release management Service review call and reports Up to 40 custom roles Multileveled knowledge base
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 Does this service integrate with any other apps? Zapier; Facebook; Twitter; AWeber; GetResponse; Mailchimp; 2Checkout; Braintree; Magento; Opencart; Prestashop; 3DCart; Shopify; CS-Cart; BigCommerce; Actinic; Fortune 3; Volusion; Core Commerce; X-Cart; Adobe Business Catalyst; Wordpress; Joomla; Drupal; Weebly; Adobe Business Catalyst; Wix; GoDaddy; Squarespace; Web.com; Expression Engine; Highrise; Nicereply; ProjectManager; WhatsApp Who are the main user groups of this service? SMEs What are some applications this service is commonly used in tandem with? Gmail, Slack, Zapier, CRMs What platforms does this service support? Browser App, Mobile Apps: Android, iOS Does this service offer guides, tutorials and or customer support? Yes, available on our website. Does this service offer multi-user capability (e.g. teams)? Yes. What is this service generally used for? High-quality customer service (live chat, emails, call center, support portal, knowledge base, Facebook, Twitter). Improve satisfaction rates and strike more deals. Does this service offer an API? Yes, find the complete API reference on our website.
Vendor Information Founded: - Based in: - Employees: - Likes: Followers: 5.21k	Vendor Information Founded: - Based in: - Employees: - Likes: Followers: 8.14k
Other Who uses ProProfs Help Desk Startups SMEs Agencies Enterprises Desktop Platforms: Web App Languages: English Regional Restrictions: No restrictions.	Other Who uses LiveAgent Freelance Startups SMEs Agencies Enterprises Desktop Platforms: Web App Mobile Platforms: iOS Android Languages: Czech, Arabic, Catalan, Danish, German, Greek, English, Persian, Finnish, French, Hebrew, Indonesian, Hungarian, Italian, Japanese, Korean, Lithuanian, Macedonian, Latvian, Chinese, Dutch, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Slovak Regional Restrictions: No restrictions.