ProProfs Help Desk has been developed to cater to the ever-growing needs of the customer service industry. This tool enables agents to track user queries and requests effectively. This kind of issue tracking leads to faster ticket resolution. ProProfs Help Desk is a cloud-based ticketing system; best known for its “shared inbox” feature. Agents can view, access, and assign tickets to the concerned individual or, team while working on the collaborative email-like interface. Besides, managers can prioritize, label, and mark tickets that demand immediate attention and resolution. They can set up workflow rules around filters, priorities, and service level agreements.
| Support | 24/7 (Live rep) Business Hours Online | Customer Type | Large Enterprises Medium Business Small Business |
| API | NA | Location / Phone Number | Santa Monica, California - 90401 / (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.
The pricing for ProProfs Help Desk starts at $39.00 per month. ProProfs Help Desk has 3 different plans:
ProProfs Help Desk also offers a Free Plan with limited features.
Learn more about ProProfs Help Desk pricing.
Here`s a list of the best alternatives for ProProfs Help Desk:
No, ProProfs Help Desk does not provide API.
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 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.
I would definitely recommend this tool to businesses that are having a hard time managing their customer support team and cluttered inboxes.
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.
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.
The tool is quite user-friendly, so didn’t face any specific issues using it.
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.
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.
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.
Mailbox, email ticketing, knowledge base and partially live chat
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!
I find the tool really helpful and haven't had any issues till now.
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.
the simple layout with smooth color this is the best what I prefer.
Its little tricky to integrate but if you have done with other helpdesk that be easy.
Just an integration.
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.
It’s an amazing tool, so my expectations have increased even more. Hoping for new and better features to come soon.
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.
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.
For me, the reporting feature can be a little more advanced.
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.
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.
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.
I feel that this product is missing on the social media integration part.
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.
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.
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.
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.
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.
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.
I like the ticket prioritizing of the platform to help identify most critical issues first that may effect business productivity. I also like the shared inbox allowing me and my counter part team member share the responsibility or addressing agents tickets. I like the mobile interface and abilities along with built in training and ongoing support for users 24/7.
I dislike the overall look as it seems to appear a bit out dated in some ways. I dislike the pricing it has because the price for 1 inbox with 1 or 2 users is the same for still only1 inbox but giving 3 users access. The only other thing I disliked was the backlog file only is maintained and kept for up to 6months and at times there is information back beyond 6 months that may be needed and relevant to a current issue.
This is a must if you are looking for a better workplace environment with a solution that enhances and helps build teams through collaboration. Overall this platform has truly contributed to better agent performance with a more simplified and accurate approach to better customer service and response time.
Solving many problems but mainly reducing costs associated with customer and employee support and satisfaction by a more organized and accurate solution to support. Also enhanced agent training and performance by 33% within my organization.
