ProProfs Help Desk


What is ProProfs Help Desk?

"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 Software is a feature-rich issue tracking software that enables online businesses to track all customer issues, requests, and bugs. Offer timely response to your customers through child tickets. Child tickets allow you to collaborate and track internal subtasks.

When customers raise issues or make requests, agents can easily track them and get inputs from other agents and teams. Team collaboration, thus, helps to tackle and resolve issues productively.

When you track customer issues, you know who is working on what. Your business can even identify solution delays. You don’t miss on customer tickets when you use filters to sort by labels, priorities, assignees, milestones, and status.

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 manage all customer-facing inboxes, such as [email protected], [email protected], [email protected], [email protected], and [email protected] When an agent has access to customer emails, it becomes easy for them to reassign the message to the right person. Shared inbox makes it possible to gather internal feedback with in-line, internal comments. Agents can also collaborate well with teams. This collaboration leads to faster ticket resolution.

Customer success managers (CSMs) can organize agents into teams. ProProfs Help Desk makes it easy for you to manage permissions, task assignments, and roles. 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 helps agents to track all customer queries, requests, and bugs in a single place. No customer query is, thus, missed, left unattended or, unresolved. A single, user-friendly help desk ticketing system is a smart way to track and manage issues.

Shared Inbox - Employees can now efficiently manage all customer-facing inboxes, such as [email protected], [email protected], [email protected], [email protected], and [email protected] with the intuitive help desk ticketing system. Shared inbox makes inbox zero - a reality.

Team Collaboration - With the help of help desk software, tickets are visible and accessible to several employees at the same time. ProProfs Help Desk allows agents to add internal comments and assign tickets to teams. It even helps to create child tickets to track subtasks internally. Teams can, thus, work together for faster ticket resolution.

Performance Tracking and Reporting - Customer surveys, Net Promoter Score (NPS) surveys, and, reports help businesses to track the performance of tickets and agents. ProProfs Help Desk comes integrated with ProProfs Survey Maker. The survey tool not only captures customer feedback but also, helps managers to train poor-performing agents.

Canned Responses - Canned responses and rule-based automated messages help agents to automatically communicate, once the ticket is created, updated, assigned, and resolved. Such messages maintain the consistency of your brand.


ProProfs Help Desk scored 91/100 (Top 3 in Ticketing & Help Desk) in the Ticketing & Help Desk category. This is based on user satisfaction (89/100), press buzz (55/100), recent user trends (rising), 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?

  • ProProfs Help Desk
  • ProProfs Help Desk
  • ProProfs Help Desk
  • ProProfs Help Desk
  • ProProfs Help Desk

ProProfs Help Desk Product Overview

  • 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


Languages: English

ProProfs Help Desk Features

  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
Compare Pricing

ProProfs Help Desk Pricing Plans

Team

$49.00
3 user(s) / month
  • 1 Inbox
  • Unlimited Tickets
  • 1 Departments & Teams
  • 6 Months Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings

Business

$89.00
5 user(s) / month
  • 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
  • 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

Credit card required: No

ProProfs Help Desk FAQs

Does ProProfs Help Desk 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 ProProfs Help Desk support?

Currently, ProProfs Help Desk supports web.

Does ProProfs Help Desk integrate with any other apps?

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

Does ProProfs Help Desk offer multi-user capability (e.g. teams)?

Yes.

Does ProProfs Help Desk offer an API?

No

What are some applications ProProfs Help Desk 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 ProProfs Help Desk?

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

What is ProProfs Help Desk 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.

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ProProfs Help Desk User Reviews

Average User Rating:
4.45/5 based on 27 user ratings.
Your Rating:
User profile picture

Feature-Rich Software Powered by Collaborative Functionality


What do you like about ProProfs Help 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.

What do you dislike about ProProfs Help Desk?

ProProfs Help Desk should have the time-tracking and other features that can make customer support highly effective and operators more productive.

What have you been using it for and what problems did ProProfs Help Desk solve?

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.


Usefulness
4/5
Ease of use
5/5
Value for money
5/5
Customer service
4/5
User profile picture

Ticketing System with Customizable Dashboard


What do you like about ProProfs Help Desk?

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.

What do you dislike about ProProfs Help Desk?

There is nothing I can think of right now that I don’t like about this help desk ticketing software.

What have you been using it for and what problems did ProProfs Help Desk solve?

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.


Usefulness
4/5
Ease of use
4/5
Value for money
3/5
Customer service
5/5
User profile picture

Saves on Valuable Agent Time

// Commission Sales Associate at Lamprell

What do you like about ProProfs Help Desk?

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.

What do you dislike about ProProfs Help Desk?

There is nothing about the product and service that I don’t like. All things good in my opinion.

What have you been using it for and what problems did ProProfs Help Desk solve?

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.


Usefulness
5/5
Ease of use
4/5
Value for money
5/5
Customer service
4/5
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