"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.
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.
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
Anytime, anywhere access
Faster ticket resolution
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
Knowledge Base Management
IT Asset Management
Call Center Management
Timely response with child tickets
Issue tracking in one place
Canned responses and rule-based automated messages
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.
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.
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.