ProProfs Help Desk is an efficient helpdesk and support ticketing software, enabling companies to provide the best solution to the queries raised by individual clients. Teams get to manage multiple emails within a shared inbox. It is an appropriate business structure for SMB, enterprise, B2B and B2C consumer segments, besides agents and managers operating within customer service teams. ProProfs Help Desk utilises automation to enhance agent productivity levels and is designed for top graded support teams. Appropriate reports offered by the software helps teams monitor essential customer service metrics, measure agent-wise performance and share NPS, CSAT and other survey-related reports. Companies can personalise the software as per their own needs, they can generate custom fields for tickets, set priorities matching with SLAs and keep the identity of their brand intact. Other important functionalities include live chat, survey maker to gain customer feedback and knowledge base, which promotes self-service.
| Support | 24/7 (Live rep) Business Hours Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | Location / Phone Number | Santa Monica, California / +1 855-776-7763 | |
| Deployment | SaaS/Web/Cloud Mobile - Android Mobile - iOS | Category | Help Desk Software |
Disclaimer: The pricing details were last updated on 24/09/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
ProProfs Help Desk is Help Desk Software. ProProfs Help Desk offers the following functionalities:
Learn more about ProProfs Help Desk features.
Yes, ProProfs Help Desk provides API.
The best part about the tool is its shared inbox where tickets coming from different channels such as social media, chat, as well as emails can be managed together. This simple Gmail like interface allows our agents to assign, track, prioritize, and resolve tickets in a collaborative way. We have seen a significant improvement in our customer support process since the time we deployed this software.
What do you like best?
The most striking feature about this tool is that it automatically assigns tickets to the right agents and teams, saving us a great deal of time and effort. Their auto-ticket assigning feature keeps track of the existing tickets lying with agents and allocates accordingly.
What do you dislike?What is least helpful about ProProfs Help Desk? What are the downsides of using ProProfs Help Desk?
So far everything has been working just fine. No room for complaints.
Recommendations to others considering the product:I would definitely recommend this tool to businesses that are having a hard time managing their customer support team and cluttered inboxes.
What problems are you solving with the product? What benefits have you realized?Initially, my team was facing an enormous challenge of replying to a long list of emails from customers. We are receiving anywhere from 100-250 emails every single day. The ProProfs’ help desk has made our lives easier by organizing all our customer-facing emails in a single platform. This has made sure that not a single ticket remains unnoticed or unresolved.
What do you like best?
The best part about ProProfs Help Desk is canned responses and shared inbox. Both these features are amazing when it comes to managing tickets and providing prompt responses to customers. They save a lot of time and effort as managing and resolving tickets gets easier.
What do you dislike?The tool is quite user-friendly, so didn’t face any specific issues using it.
What problems are you solving with the product? What benefits have you realized?ProProfs Help Desk is used to keep track of all customer requests coming from various communication channels. All customer-facing inboxes are consolidated on a single platform, where agents can assign, track, prioritize, label, and bookmark tickets. It’s made ticket management extremely easy, so now agents don’t get confused when faced with a large number of customer requests.
What do you like best?
The complexity vs simplicity. Proprofs were able to include the whole support suite in one tool and yet they were able to keep it simple so even an average user would easily understand how to use the tool.
What do you dislike?When starting up, it takes a while to understand their pricing model. Once you add all the modules, it can get costy. When compared to competitors though, not that much.
What problems are you solving with the product? What benefits have you realized?Mailbox, email ticketing, knowledge base and partially live chat
What do you like best?
Personally, I LOVE how I can reply to customers with this tool. It has an internal knowledge base & canned responses to answer customer questions. Saves a lot of my time and customer’s don’t wait for a reply for too long!
What do you dislike?I find the tool really helpful and haven't had any issues till now.
What problems are you solving with the product? What benefits have you realized?It’s killed the time needed to get back to a customer. So, customer wait-time and support agent’s reply-time both are minimized. So, our team can address more issues in a timespan than before.
What do you like best?
the simple layout with smooth color this is the best what I prefer.
What do you dislike?Its little tricky to integrate but if you have done with other helpdesk that be easy.
What problems are you solving with the product? What benefits have you realized?Just an integration.
What do you like best?
Thanks to ProProfs Help Desk, my customer-facing team is now able to address customer concerns in minimum time. It brings all customer requests on a single platform, allowing agents to assign tickets to experts for a quick resolution. Before we started using this software, more than half of the work time of agents was spent in searching for relevant tickets. This has completely changed now, thanks to ProProfs Help Desk.
What do you dislike?It’s an amazing tool, so my expectations have increased even more. Hoping for new and better features to come soon.
What problems are you solving with the product? What benefits have you realized?Ticket resolution time has decreased considerably, and to be honest, I expected it. The seamless way tickets are now managed is way different than what it was before, thanks to ProProfs Help Desk. With a flawless ticket management system, my support team is able to handle customer requests with ease, work collaboratively, and make sure that customers are provided with accurate answers.
What do you like best?
ProProfs Help Desk made it so easy for me and my team to answer customer questions instantly and accurately. No matter what issue they came with, managing all the issues and answering them in-time feels like a breeze.
What do you dislike?For me, the reporting feature can be a little more advanced.
Recommendations to others considering the product:The UI is great and easy to understand, so if you’re looking for a tool that doesn’t take too much time for your team to get used to - ProProfs Help Desk is a great choice.
What problems are you solving with the product? What benefits have you realized?It really helped me streamline and manage the entire customer service process so efficiently. That’s one of the most important aspects my company couldn’t understand how to solve, but ProProfs Help Desk did the trick.
What do you like best?
I like Proprofs help desk as it has shared inbox feature that enables different teams of my organization to collaborate and resolve tickets faster. I am also pretty impressed with the custom field feature of this help desk ticketing software. My operators can fetch all the necessary information from the customers - all at the same time.
What do you dislike?I feel that this product is missing on the social media integration part.
Recommendations to others considering the product:You should invest in proprofs help desk and choose the one that best suits your business needs. It is feature-rich and worth giving a try. In fact, it comes with a free trial.
What problems are you solving with the product? What benefits have you realized?We have been able to categorize, prioritize, label, assign, and resolve tickets. This was not happening before as we failed in effective ticket management. I believe it is critical to stay organized with smart workflow. We can now set up workflow rules around filters, service level agreements, and priorities.
What do you like best?
ProProfs Help Desk can combine several support channels and that is what I like most. I can use email and live chat at the same time. Another characteristic that I really like is that it has filters for spam messages, so that the ticket office is not difficult to visualize if it is filled with junk messages. In addition, it is available in different languages.
What do you dislike?The domain for emails comes by default from ProProfs and cannot be modified by that of our provider. Also, it would be great if the price to use the platform was by company and not by agent.
Recommendations to others considering the product:My recommendation if you are looking for a support service that is not destabilized by the large flow of tickets you may have in your company, is that you choose ProProfs Help Desk. I define it with three words: easy, customizable and stable.
What problems are you solving with the product? What benefits have you realized?We use ProProfs Help Desk to support customers through email and live chat. The main advantage is that the portal is easily configurable and the service has not been paused since its implementation, so I can say with propriety that the program is highly stable. On the other hand, it can be integrated with Slack to optimize messaging.
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