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 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 [email protected], [email protected], [email protected], [email protected], and [email protected] 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 [email protected], [email protected], [email protected], [email protected], and [email protected] 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.


ProProfs Help Desk scored 91/100 in the Ticketing & Help Desk category. This is based on user satisfaction (91/100), press buzz (56/100), and other relevant information on ProProfs Help Desk gathered from around the web.

The score for this software has declined over the past month. What is this?


ProProfs Help Desk Awards

ProProfs Help Desk Support & Helpdesk Software Award 2020 ProProfs Help Desk Customer Service Software Award 2020 ProProfs Help Desk Quality Choice Badge 2020 ProProfs Help Desk Trusted Vendor Badge 2020 ProProfs Help Desk Happiest Users Badge 2020
  • 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
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
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

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.

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.

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ProProfs Help Desk User Reviews

Average User Rating:
4.57/5 based on 7 user ratings.
Your Rating:

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User Sentiment Map

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.

Overall
8.9/10
Arrow Left Recent Older Arrow Left
Usefulness
8.5/10
Ease of use
9.0/10
Value for money
9.0/10
Customer service
9.0/10
User profile picture

"simple help desk software"


What do you like about ProProfs Help Desk?

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.

What do you dislike about ProProfs Help Desk?

I can not find any major issues but,very few integrations available in ProProfs held Desk

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

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

4/5
Usefulness
4/5
Ease of use
3/5
Value for money
5/5
Customer service
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.

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