What Is ProProfs Help Desk?

ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers.

Who Uses ProProfs Help Desk?

We serve companies of every sphere, whether your company is into marketing, healthcare, customer support, or any other industry. We also serve companies of all sizes, startups to large enterprises.

ProProfs Help Desk Details

ProProfs

Founded in 2008

ProProfs Help Desk pricing

Starting Price:

USD 15.00/month
  • Yes, has free trial
  • Yes, has free version

ProProfs Help Desk has a free version and offers a free trial. ProProfs Help Desk paid version starts at USD 15.00/month.

Pricing plans get a free trial

ProProfs Help Desk Details

ProProfs

Founded in 2008

ProProfs Help Desk videos and images

ProProfs Help Desk video
ProProfs Help Desk Software - Shared Inbox - thumbnail
ProProfs Help Desk Software - Reporting - thumbnail
ProProfs Help Desk Software - Customize ticket - thumbnail
ProProfs Help Desk Software - New Ticket - thumbnail
ProProfs Help Desk Software - 5 - thumbnail

ProProfs Help Desk deployment and support

Support

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

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Android (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Documentation
  • Videos

Features of ProProfs Help Desk

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Availability Management
  • CRM
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Project Management
  • Release Management
  • Reporting & Statistics
  • Role-Based Permissions
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Workflow Management

View full list of ITSM Tools

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Analytics
  • Asset Lifecycle Management
  • Benchmarking
  • CMDB
  • Change Management
  • Chat/Messaging
  • Configuration Management
  • Contract/License Management
  • Customer Support
  • Customisable Branding
  • Customizable Reports
  • Customizable Templates
  • Email Management
  • Email Templates
  • IT Asset Management
  • IT Risk Management
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Live Chat
  • Localization Automation
  • Mobile Access
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Notifications
  • Real Time Reporting
  • Release & Deployment
  • Remote Access/Control
  • Reporting & Statistics
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Virtual Assistant
  • Workflow Management

View full list of Service Desk Software

Alternatives to ProProfs Help Desk

More ProProfs Help Desk alternatives

Reviews of ProProfs Help Desk

Read all 11 reviews

Average score

Overall
4.8
Ease of Use
4.8
Customer Service
4.8
Features
4.5
Value for Money
4.8

Reviews by score

5
9
4
2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Verified Reviewer
Founder in Bangladesh
Verified LinkedIn User
Computer Software, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

“Gmail like interface makes it Unique”

5 last year

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

ProProfs Response

last year

Thank You for sharing your views on ProProfs Help Desk.

Harshad D.
Founder in India
Marketing & Advertising, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source

Awesome Gmail Like Interface!

5 2 years ago

Comments: 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.

ProProfs Response

2 years ago

Thanks for sharing your views on ProProfs Help Desk.

Sugandh S.
Marketing Head in India
Information Technology & Services, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

The best investment we have made so far!

5 last month New

Comments: 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.

Maya B.
Customer Support Representative in Tunisia
Computer Software, 11-50 Employees
Used the Software for: Free Trial
Reviewer Source

Take support to your table

4 11 months ago

Pros:

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

Cons:

I wish the deployment would be upgraded for ios users.

ProProfs Response

10 months ago

Thanks for your views on ProProfs Help Desk

Ashutosh P.
Ashutosh P.
Software Enginner in India
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: Free Trial
Reviewer Source

I see a lot of potential in this young tool

4 2 months ago New

Comments: 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.