Home/Help Desk Software/ProProfs Help Desk
Updated on: January 21, 2021
What is ProProfs Help Desk ?
ProProfs Help Desk - Help Desk Software : SaaSworthy.com
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ProProfs Help Desk

Enhance your customer service with ProProfs
(15 Ratings) Write Review

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.

ProProfs Help Desk Features Show All Features

ProProfs Help Desk Technical details

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

ProProfs Help Desk Pricing

Pricing ModelFree Trial , Freemium , Subscription
Free
Free

Forever Free

Best for startups looking to get started with online help desk.

Features

  • Users : 1
  • Inboxes : 1
  • Unlimited Tickets : 100 Tickets/Month
  • Departments and Teams : 1
  • Ticket History : 1 Month

All Plans Includes these features

  • Image Attachments
  • Filtered Search
  • Email Notifications
  • Due Date
  • Labeling Tickets
  • Private Notes in Tickets
  • IP whitelisting
  • Multiple Time Zones
  • Ticket History
Team
$39 /Month

$39 /month billed Annually or $49 /month billed Monthly

Best for small to medium sized companies that need an agile and powerful help desk.

Features

  • Users : 3
  • Includes features of Free plan, plus
  • Unlimited Tickets
  • Ticket History : 6 Months
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Customer Support : Phone Support
  • Knowledge Base & FAQs : Professional Plan - $39 /month value (100 Pages, 1 Author, Private Site, and More)
  • Live Chat : Bronze Plan - $9 /month value (1 Chat Operator, 6 Month Chat History)
  • Includes features of All plan
Business
$79 /Month

$79 /month billed Annually or $89 /month billed Monthly

Best for businesses that have dedicated support teams and need a complete solution.

Features

  • Users : 5
  • Inboxes : 3
  • Includes features of Team plan, plus
  • Departments and Teams : 3
  • Ticket History : 1 Year
  • Reports : Basic
  • Routing
  • Child Tickets
  • Roles and Permissions
  • Customer Support : Premium Support
  • Live Chat : Silver Plan - $19 /month value (2 Chat Operators, 1 Year Chat History, and More)
  • Includes features of All plan
Enterprise
$399 /Month

$399 /month billed Annually or $499 /month billed Monthly

Best for large businesses that need multi-agent functionality and enterprise-level reporting.

Features

  • Unlimited Users
  • Unlimited Inboxes
  • Includes features of Business plan, plus
  • Unlimited Departments and Teams
  • Ticket History : Unlimited
  • Reports : Enterprise
  • Audit and Admin Controls
  • SLA and Custom License
  • Customer Support : Onboarding and Success Manager
  • Knowledge Base and FAQs : Team Plan - $349 /month value (200 Pages, 1 Authors, Internal Knowledge Base, and More)
  • Live Chat : Gold Plan - $32 /year value (3 Chat Operators, Unlimited Chat History, and More)
  • Quizzes and Assessments : Team Plan - $79 /month value (100 Quiz Takers, Online Classroom and Learner Dashboard, 2 Groups and More)
  • Feedback and Surveys : Business Plan - $139 /month value (Unlimited Surveys, Web Forms, NPS and More)
  • Online Training : Team Plan - $79 /month value (100 Learners, 1 Instructor and More)
  • Includes features of All plan
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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 FAQs

ProProfs Help Desk is Help Desk Software. ProProfs Help Desk offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Document Storage
  • Macros (Templated Responses)
  • Multi-Channel Communication

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:

  • Team at $39.00 per month.
  • Business at $79.00 per month.
  • Enterprise at $399.00 per month.

Yes, ProProfs Help Desk offers a free plan.

Learn more about ProProfs Help Desk pricing.

No, ProProfs Help Desk does not provide API.

Ask the Community View Community

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ProProfs Help Desk Reviews

OVERALL RATING
4.2
Based on 15 Rating(s)
Rating Distribution
  • 92.3 %
  • 7.7 %
  • 0 %
  • 0 %
  • 0 %
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Jordi OSource : g2crowd.com
(Reviewed on 04 June 2020)
"A Complete Help Desk All-Rounder"

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.

...more
Muhammad ASource : g2crowd.com
(Reviewed on 11 May 2020)
"Powerful Tool for Customer Support"

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.

...more
David CSource : g2crowd.com
(Reviewed on 27 April 2020)
"Everything you would expect from an omnichannel helpdesk"

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

...more
Allaine Myradel PSource : g2crowd.com
(Reviewed on 21 February 2020)
"I Could Answer all Customer Questions Easily With ProProfs Help Desk!"

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.

...more
Administrator in Information Technology and ServicesSource : g2crowd.com
(Reviewed on 13 November 2019)
"Strong Helpdesk for everyone. "

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.

...more
Prachi BSource : g2crowd.com
(Reviewed on 05 June 2020)
"Perfect For Instant Ticket Resolution"

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.

...more
Consultant in Computer SoftwareSource : g2crowd.com
(Reviewed on 29 January 2020)
"The Perfect Solution to Happy Customers!"

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.

...more
User in Business Supplies and EquipmentSource : g2crowd.com
(Reviewed on 15 November 2019)
"The Best Help Desk Software I Have Ever Used"

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.

...more
Oscar ASource : g2crowd.com
(Reviewed on 25 August 2019)
"ProProfs Help Desk is the help desk of the companies with the most user flow"

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.

...more
Cindy WSource : g2crowd.com
(Reviewed on 11 April 2019)
"Work got almost 50% easier"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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.

...more
Read All Reviews

Videos on ProProfs Help Desk

Help Desk Ticketing Software - By ProProfs
Help Desk Ticketing Software - By ProProfs

ProProfs Help Desk Screenshots

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