Compare ProProfs Help Desk vs SolarWinds Service Desk

ProProfs Help Desk 37 Support & Helpdesk	SolarWinds Service Desk 666 Support & Helpdesk
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Crozscore 91% what is this? User Happiness: 94% Press Buzz: 44% User Trend: no significant changes	Crozscore 90% what is this? User Happiness: 88% Press Buzz: 56% User Trend: interest rising
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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 SolarWinds Service Desk SolarWinds Service Desk offers real cloud-based IT service desk and asset management software that helps companies govern their IT environment. This service empowers organizations with an innovative ITSM platform that automates and simplifies their daily IT tasks. SolarWinds Service Desk automatically pulls warranty information for all of the major hardware providers. Their clients can also go live operationally without any professional service support in days, not weeks or months.
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 IT Service Desk: Manages tickets and service requests, email integration of self-service portal. Self-Service Portal: Employees can resolve their issues independently. Contract Management: Tracking all contracts and software licences. IT Asset Management: Management of every asset in the organization. IT Service Catalog: Streamline available service requests and fulfillment processes. Risk Detection: Scans software and hardware continuously for all issues.
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 Starting from: $19.00/month Credit card required: No Pricing on Request: Customers receive customized price quotes based on number of accepted services. Professional $69.00 1 user(s) / month Included in plan: Incident Management Service Catalog Advanced Automations API Access Team $19.00 1 user(s) / month Included in plan: Incident Management Business $39.00 1 user(s) / month Included in plan: Incident Management Service Catalog Enterprise $89.00 1 user(s) / 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 Does this service offer guides, tutorials and or customer support? SolarWinds Service Desk offers its clients the following support services: FAQs, Forum, a Knowledge Base, Online Support, Phone Support, Video Tutorials. Does this service offer an API? Their REST API allows customers and developers to expand and build on the SolarWinds Service Desk platform. What are some applications this service is commonly used in tandem with? SolarWinds Service Desk is the most commonly used with: Google apps; Zendesk; OneLogin; Okta; Email clients etc. Who are the main user groups of this service? Main users are companies that employ between 100-3,000 people. What is this service generally used for? This service is generally used for IT Service Management and IT Asset Management. What platforms does this service support? This service is web-based, and runs on Mac, Windows, and Linux. Mobile version works on any mobile device running iOS 4+, Android 2.1+, webOS 2, Windows Mobile, or BlackBerry 6, on mobile browser, without installing a native app. Does this service integrate with any other apps? It integrates with over 200 cloud applications.
Vendor Information Founded: - Based in: - Employees: - Likes: Followers: 5.21k	Vendor Information Founded: 2007 Based in: Cary Employees: 51-200 Likes: Followers:
Other Who uses ProProfs Help Desk Startups SMEs Agencies Enterprises Desktop Platforms: Web App Languages: English Regional Restrictions: No restrictions.	Other Who uses SolarWinds Service Desk Enterprises Desktop Platforms: Web App Mobile Platforms: iOS Android Languages: English, Spanish, Dutch Regional Restrictions: No restrictions.