About ProProfs Help Desk

ProProfs Help Desk is an all-in-one help desk solution that streamlines the entire customer support process. Businesses can manage all customer-facing inboxes on one platform, track tickets from start to finish, collaborate with agents on tickets, and resolve complaints and issues. ProProfs Help Desk also enables companies to store customer history and track tickets as per response time, past due, and more.

Features of ProProfs Help Desk include automated routing, knowledgebase integration, customizable branding, Service Level Agreement (SLA) management, customer interaction tracking, and multi-channel communication. Teams can set ticket overdue alert times and preferences as per SLAs, as well as organize support tickets via labels, child tickets, priorities, and more. The solution offers an internal knowledge base, as well as customer ratings based on help articles and chats.

ProProfs Help Desk allows teams to generate reports, track ratings for every customer interaction, and measure department-wide or agent-specfic reviews. This enables businesses to gain insight into where agents need to improve in terms of offering customer support.

Pricing starting from:

US$15,00/month

  • Free Version
  • Free Trial
  • Subscription

Devices

Business size

S M L

Markets

United Arab Emirates, Antigua & Barbuda, Anguilla, Curaçao, Argentina, American Samoa, Australia, Aruba, Barbados, Belgium, Bahrain, Bermuda, Brazil, Bahamas, Belize, Canada, Switzerland, Cook Islands, China, Costa Rica, Cuba, Germany, Denmark, Dominica, Dominican Republic, Spain, Finland, Fiji, Micronesia, France, United Kingdom, Grenada, Guadeloupe, Guatemala, Guam, Honduras, Croatia, Haiti, Hungary, Ireland, India, Iceland, Italy, Jamaica, Japan, Kiribati, St. Kitts & Nevis, Kuwait, Cayman Islands, Lebanon, St. Lucia, Sri Lanka, St. Martin, Marshall Islands, Northern Mariana Islands, Martinique, Montserrat, Mexico, Malaysia, New Caledonia, Norfolk Island, Nicaragua, Netherlands, Nauru, New Zealand, Oman, Panama, French Polynesia, Papua New Guinea, Philippines, Poland, St. Pierre & Miquelon, Puerto Rico, Palau, Qatar, Russia, Saudi Arabia, Solomon Islands, Sweden, Singapore, El Salvador, Turks & Caicos Islands, Thailand, Tonga, Trinidad & Tobago, Tuvalu, United States, St. Vincent & Grenadines, Venezuela, British Virgin Islands, US Virgin Islands, Vanuatu, Wallis & Futuna, Samoa, South Africa

Supported Languages

English

Pricing starting from:

US$15,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of ProProfs Help Desk: 33

  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Auto-Responders
  • Automated Routing
  • Chat/Messaging
  • Customizable Branding
  • Customizable Reports
  • Customizable Templates
  • Email Management
  • Email Templates
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Project Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Ticket Management

Alternatives

Zendesk

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Zoho Desk

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#2 Alternative to ProProfs Help Desk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Vivantio

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#3 Alternative to ProProfs Help Desk
Using the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution,...

DeskPRO

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#4 Alternative to ProProfs Help Desk
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters,...

Reviews

Overall rating

4,8 /5
(11)
Value for Money
4,8/5
Features
4,5/5
Ease of Use
4,8/5
Customer Support
4,8/5

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Showing 5 reviews of 11
Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

“Gmail like interface makes it Unique”

Reviewed on 2020/10/10

Pros

ProProfs is a perfect customer help desk software. I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support. Support agents' performance record makes it unique.

Cons

I don’t find enough integrations. Hopefully, they will bring more integrations in the near future. But overall, it’s a complete customer help desk system.

Alternatives Considered

Zendesk

Response from ProProfs

Thank You for sharing your views on ProProfs Help Desk.

Harshad D.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Awesome Gmail Like Interface!

Reviewed on 2020/03/24

It has been great for the past 7 months. It’s a lot easier for my team to provide support to...

It has been great for the past 7 months. It’s a lot easier for my team to provide support to customers and never miss out on a single sales or support opportunity. Kudos to the ProProfs team for creating an awesome support tool!

Pros

We like how the interface of this help desk software works. We have previously used a few help desk systems. They were nice. But this one feels even lighter on the pocket. It didn’t cost us much. And the best part is, the interface is fast, so it helps my agents answer customer support emails faster.

Cons

The product is great overall. But here is a suggestion for the team. How about adding integrations to social media platforms. It will help us a lot to avoid the separate time we spend on checking our social media accounts separately to check customer requests or complaints.

Response from ProProfs

Thanks for sharing your views on ProProfs Help Desk.

Maya B.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Take support to your table

Reviewed on 2021/01/11

Pros

It's very easy to use and has great customer support!

Cons

I wish the deployment would be upgraded for ios users.

Response from ProProfs

Thanks for your views on ProProfs Help Desk

Sugandh S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

The best investment we have made so far!

Reviewed on 2021/10/22

With ProProfs, our reporting has become way stronger now. As a customer service manager, I can...

With ProProfs, our reporting has become way stronger now. As a customer service manager, I can easily analyze both agents’ as well as team performance. Just one glance and we can easily see how customers are rating their interactions with our team. This is really helpful because even if a company has a low ticket resolution time, it’s not of much help if the customer is unhappy.

Pros

We picked ProProfs Help Desk after using another vendor for around 3 years. We thought we were measuring agent performance and that was enough. However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance.

Cons

We have been using this tool for the past 6 months now, and it has met our expectations on almost every occasion. No complaints as of now.

Ashutosh P.
Overall rating
  • Industry: Computer Software
  • Company size: 1 001-5 000 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

I see a lot of potential in this young tool

Reviewed on 2021/10/07

Overall, the experience has been quite memorable. We are quite pleased to get some competitive...

Overall, the experience has been quite memorable. We are quite pleased to get some competitive functionalities at almost $10/agent/month. Our customer support operation has improved over the course of time and everything is in proper sync. Highly recommend this tool for small to mid-size businesses.

Pros

ProProfs Help Desk is quite young if you compare it to the likes of industry leaders like Zendesk or Freshdesk. However, the tool appears to be quite promising and I see it dominating the market in the near future. We are really happy with automation features such as automated ticket routing, chatbots, notifications, and more.

Cons

The tool offers some great features but misses out on social media (It’s still a work in progress). If capturing social media tickets is not on your agenda, you must give this tool a try.

Showing 5 reviews of 11 Read all reviews

ProProfs Help Desk FAQs

Below are some frequently asked questions for ProProfs Help Desk.

ProProfs Help Desk offers the following pricing plans:

ProProfs Help Desk pricing starts at $15.00 per month, per user. There is a free version of ProProfs Help Desk.

ProProfs Help Desk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

ProProfs Help Desk supports the following languages:

English

ProProfs Help Desk supports the following devices:

Android (Mobile), iPad (Mobile)

ProProfs Help Desk integrates with the following applications:

ProProfs Chat

ProProfs Help Desk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for ProProfs Help Desk.