ProProfs Help Desk ticketing software helps agents track customer queries and requests and timely resolve them. Agents also collaborate well with its shared inbox feature.
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.
Awarded the Quality Choice Award
Awarded the Trusted Vendor Award
Awarded the Happiest Users Award
ProProfs Help Desk currently scores 91/100 in the Support & Helpdesk category. This is based on user satisfaction (94/100), press buzz (44/100), and other relevant information on ProProfs Help Desk gathered from around the web.
| The score for this software has improved over the past month. What is this? |
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
Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in April 2024.
No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...
FREE DOWNLOAD Support-&-Helpdesk-Software-Buyer-Guide-2018.pdfProProfs 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.
Yes. Customer support comes handy with ProProfs Help Desk integrations of Knowledge Base and Chat.
Currently, ProProfs Help Desk supports web.
ProProfs Help Desk is integrated with Survey Maker, Chat, and Knowledge Base.
Yes.
No
ProProfs Help Desk is commonly used in tandem with ProProfs Chat, ProProfs Knowledge Base, and ProProfs Survey Maker.
Customer success managers, help desk managers, system administrators, and agents need ProProfs Help Desk for efficient management of customer support queries and requests.
The sentiment map shows a snapshot of how Crozdesk users have rated ProProfs Help Desk over time. It shows how existing users see ProProfs Help Desk with regards to its usefulness, ease of use, value for money and customer service.
Recent
Older 
I have been using the ProProfs solution to manage our field service operations. One of the things I like the most about this software is its ability to streamline our field service operations with robust tracking and reporting. I can set up agent work hours and optimize optimizing my team's schedules to improve our response times. The mobile app is also a great feature, allowing our field technicians to access customer data on-the-go.
While I don't have any significant complaints about the software, one minor issue is the lack of advanced reporting capabilities. It would be great to see more advanced support metrics in the future.
Using ProProfs, our support agents can create, publish, edit, and share knowledge articles from anywhere. The tool also lets everybody stay in the loop with real-time email notifications. I would highly recommend it to any organization looking for a user-friendly and comprehensive field service management solution.
ProProfs Help Desk allows our team to offer support on the move with a dedicated mobile app. The app is quite light, includes all the major features, and can be accessed via any smartphone.
As per my recent conversation with the ProProfs team, the app for iOS users is still a work in progress and will be launched soon.
As a member of an electronic company’s support team, we have 25+ field service agents who are always working from different sites. The mobile app allows agents to get automated alerts, respond to customers, and gain better clarity on their daily tasks.
What really became a highlight for us with ProProfs Help Desk was its simple, Gmail-like interface. We have integrated all our customer-facing emails such as support@company, returns@company, etc. The email management features allow us to track all previous and ongoing tickets without switching between multiple email accounts.
We have zero complaints about this tool. However, more advanced reporting metrics could be made available for the users.
Prior to using ProProfs, we missed out on multiple important customer requests and complaints. As a result, we got more follow-up emails from customers for not listening to them. Simply using a Gmail account for customer service doesn’t work for us. We learned the hard way. So to never miss out on a customer request, we decided to opt for this tool; it has been a great decision so far.
ProProfs Help Desk comes packed with many useful features and the shared inbox feature tops that list.
The tool has been nothing short of a miracle. No major complaints as of now. I will surely update you guys if I come across any serious limitations.
We use it to manage four customer-facing email accounts (business@, contact@, returns@, and copyrightissues@) and respond to customers quickly. Moreover, internal collaboration features such as private notes, live chat, automated alerts, canned responses, etc., have made our lives so much easier.
The best thing about ProProfs Help Desk is that it is used by multiple departments to manage user issues and complaints. A powerful, multi-purpose help desk software that will solve most of your problems.
There could be more reporting metrics so that managers can get a better understanding of team performance. Besides that, everything is working great for us.
Over just a period of 6-7 months, the tool has become quite popular among our teams. Our customer service team uses it to manage customer communications, the HR team uses it to track employee grievances, and the IT team uses it for capturing internal IT issues.
I love how ProProfs Help Desk is being marketed as an affordable tool that can work great for small to medium-scale businesses. We started with the forever free plan and later switched to the Premium plan that costs us just $15/agent/month. While other tools out there can be quite expensive, ProProfs really costs next to nothing.
We have used the tool for over 6 months now and so far everything has worked as per our expectations.
Prior to using ProProfs, we were using Intercom which was costing us anywhere around $50- $70/agent/month. However, after making the switch, we are able to enjoy the same features at a significantly lower cost.
ProProfs Help Desk is an omnichannel tool that has allowed my team to assist customers on multiple channels such as email, live chat, web forms, knowledge base, etc. Customers can contact our support department without any stress and know that we will be more than willing to offer our best help.
Our business is quite active on social media. I would love to see integration with the leading social media channels soon. Besides that, everything is great.
Earlier we were only active via phone support and soon realized that not all customers were happy to call everytime something went wrong. After using ProProfs, we are active on multiple channels now and every channel is synced with the others. Agents can see past customer conversations and tickets in real-time to offer a more personalized customer experience.
ProProfs Help Desk is unlike any other help desk tool in the market. With automation features such as automated ticket routing, chatbots, self-service knowledge base, automated surveys, alerts, etc. you get more than what you pay for.
We are more than happy with what we are getting at this cost. We are paying around $15/agent/month and I bet you won’t find any other tool at this affordable price range.
We are using ProProfs to provide stellar customer service to our customers. As a brand, this is something we are known for. Earlier we were wasting so much time and effort on manual tasks, but now everything has been automated and we have more time to focus on urgent support issues. Thanks to the team at ProProfs. Good job!
Customer emails are a hard nut to crack - just the moment you think you have replied to the last email, there are hundreds of more in the next morning. With the Shared Inbox feature, our team is able to manage all shared support email accounts such as support@company, info@company, etc., in one place.
There should be more integration options with third-party tools such as Slack. Otherwise, everything is in place.
As I mentioned above, we have been using ProProfs to mainly manage our email accounts as around 90% of our customers prefer to contact us by email. Every incoming email query or issue has a relevant owner. Moreover, agents can collaborate using private notes, agent collision detection, and other internal collaboration features.
To deliver great CX, you need to personalize every conversation. ProProfs Help Desk has enabled our service reps to get a complete background of each customer, their past inquiries, feedback, and much more. No wonder our customer satisfaction rate has gone up from 3.2 to 4/5 in the last six months.
Honestly, there is nothing major to dislike about this tool. We are extremely happy with Proprofs as a support partner.
We have used ProProfs to improve our customer service experience. As our business was growing, we had a hard time tracking customer issues and product-related inquiries. Even if we handled all the customers in time, they were simply not happy with the support quality they received. However, now, we are able to track our agents' performance in real-time and make progress.
ProProfs Help Desk is a cloud-based tool which means that you can access it from any browser as long as you are connected to the internet. In addition to this, there are robust mobile applications for both Android and iOS users.
The experience has been great no doubt. However, I would appreciate it if they allow us to manage our social media tickets as well. That would be really great.
Prior to using ProProfs, we were using self-hosted software that was installed on our company server. The problem was that agents were not able to respond to customer queries when they were not at their desks. However, with ProProfs, we are always connected to our customers and no doubt our customer service has improved drastically.
The help desk system works great but what I love the most is ProProfs’ reliability. They have a hardworking and dedicated support team that does not mind solving your mundane or smallest of problems. They are super professional and my experience of working with them has been quite memorable so far.
I think there can be more integration options offered for the users. Otherwise, everything is fine.
The experience has been great, worth sharing for sure. We used a help desk system ( don’t want to mention company) before that did not offer phone support. As a result, we remained stuck for days waiting for their email response. With ProProfs, the right answers are readily available and their team is super responsive.
With ProProfs Help Desk, we can track and manage support tickets from a single dashboard and also track what happened to previous tickets. The User Interface is probably the best out there - even an average computer user can easily navigate and use this tool in minutes. Moreover, ProProfs has a YouTube channel that has some important videos to help you make the most of this tool.
We are using the Premium plan that has all the features we need. So no major complaints as of now.
We receive anywhere from 50-100 customer emails every day. With robust ticketing features, every email is converted into a unique ticket. We can track the progress and assign to the most skilled people in our team. It has been a great overall experience. A big thanks to the Proprofs team.
We feel ProProfs Help Desk is an intelligently-designed tool with just the right features one could ever ask for. It brings all tickets on a common platform where agents can collaborate and work on them together. Unlike before, our ticket management is way more streamlined now, and no ticket falls through the cracks. Agents are able to keep track of each and every ticket coming their way.
Overall, it’s a nice tool that helps us manage the constantly rising volume of tickets. No complaints as of now
Thumbs-up to ProProfs Help Desk for helping our agents manage and resolve tickets on time. Our agents no longer have to stress about pending tickets. The dashboard gives them a clear view of who is working on what, which tickets are pending, and which ones are resolved
I feel that this tool acts as a single point of contact for agents to track all customer issues. It’s even great at tracking all incoming requests from all our customer-facing emails. And we’ve even noticed performance improvements in all our agents.
Really like the tool if anything. So there isn’t much to dislike about this ticketing system.
My company face delay tickets responce. So with the help of proprofs help desk to resolve customer problems/tickets reply faster and we achived customer satisfication.
ProProfs help desk software easy to use once it set up. If we were work with large organization, I could see it being valuable products.
I can not find any major issues but,very few integrations available in ProProfs held Desk
ProProfs Help Desk is an amazing customer support software that enables ticket prioritization and management in an effective manner. I like this the most about this ticketing software.
ProProfs Help Desk should have the time-tracking and other features that can make customer support highly effective and operators more productive.
My organization has been using ProProfs Help Desk to resolve customer problems faster. We have been able to solve the problem of delayed responses with this ticketing system.
I like proprofs help desk because it is easy to create different types of inboxes and labels. I can customize the dashboard according to my business needs.
There is nothing I can think of right now that I don’t like about this help desk ticketing software.
Proprofs help desk has made the job of my operators and other teams within the organization easier than before. Tickets are better organized and agents can see who is working on what. They can even access the tickets that need inputs from their end. The experience with proprofs help desk has been amazing so far.
Canned responses are one of the ideal features of the proprofs help desk. My agents can automatically respond to their customers and save on time. When customers get timely responses to their queries, they feel happy and satisfied.
There is nothing about the product and service that I don’t like. All things good in my opinion.
I have an e-commerce portal, and my support team gets customer queries in tons. With the help desk by proprofs, ticket management, prioritization, and assignment, have become easier than before.
