About ProProfs Help Desk

ProProfs Help Desk is a customer support tool for businesses of all sizes. It enables customer support teams to keep track of user requests and resolve customer care-related issues. Customer success managers (CSMs) and system administrators can prioritize, label and assign tickets to the relevant individuals and teams.

Key features of ProProfs Help Desk include canned responses, shared inbox, ticket prioritization, collaborative email, issue tracking, timely response with child tickets, reporting, filters to sort by labels, milestones, assignees, priorities & status and workflow configuration.

ProProfs Help Desk integrates with Survey Maker, Chat and Knowledge Base. The solution is available on a monthly subscription basi...


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8 Reviews of ProProfs Help Desk

Average User Ratings

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Showing 1 - 8 of 8 results

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October 2020

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2020

“Gmail like interface makes it Unique”

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.

Response from ProProfs

Replied October 2020

Thank You for sharing your views on ProProfs Help Desk.

March 2020

Harshad from Bluenest

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2020

Awesome Gmail Like Interface!

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

Replied March 2020

Thanks for sharing your views on ProProfs Help Desk.

March 2021

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2021

Best ticket management tool

We got ProProfs Help desk before the pandemic and we are glad that we didn’t have to invest much with its use. If anything, we got to save some on the support process and managed a lot of customer queries easily with this ticketing system.

Pros

That it helps us manage all our customer-facing inboxes in one place. Since the time we’ve gotten it onboard we haven’t missed out on any customer request or complaints. It has helped us manage all incoming emails in one shared inbox structure.

Cons

When we started using ProProfs Help Desk, we started with its free plan. The only thing I regretted was that it didn’t have labels in the free plan. Obviously, after we shifted to the paid plan we did get access to the feature, but it would have been nice to have seen that feature in the free plan too.

January 2021

Maya from oVice, Inc.

Company Size: 11-50 employees

Industry: Computer Software

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2021

Take support to your table

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

Replied January 2021

Thanks for your views on ProProfs Help Desk

June 2020

Curt from Career Link (South Seattle Community College and Highline School District), Seattle, WA

Company Size: 11-50 employees

Industry: Primary/Secondary Education

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

Really Like the Child Tickets Feature

Really love the product. It has helped us track our agent productivity way better than any other tool. Would highly recommend people to give ProProfs Help Desk a shot!

Pros

What really did put me into action to invest in a product like ProProfs Help Desk is the Child Ticket feature. Really this feature is amazing. The tickets we get can be assigned to the internal teams till the time the issue gets resolved. They can reply back on their child tickets and the same reply my agents can send to the customer across. And the best part is, this feature has its own reports section. All the more reason for us to like the product. Now we know which team delayed the request and why did that happen in the first place.

Cons

This is a tough question. I feel that someone who needs the tool for greater use can identify this better. So far our experience has been nothing less than delightful.

Response from ProProfs

Replied June 2020

Thank You for sharing your views on ProProfs Help Desk.

October 2020

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

October 2020

Great Tool for Monitoring Customer Service Operations

The experience so far with ProProfs Help Desk has indeed been a memorable one. We recommend this tool for businesses that wish to make data-driven decisions and improve their service quality.

Pros

Previously, we had a hard time keeping track of crucial data and everything was haywire. The best part about this software is that it offers great insights into our performance, both at an individual as well as team level. Our service manager can easily track the tickets resolved by an agent and also view rated tickets.

Cons

There has not been any major issue worth mentioning. Let's see how things unfold.

Reasons for Choosing ProProfs Help Desk

Because its price plan is very cool and ProProfs help desk 15 days free trail.

Response from ProProfs

Replied November 2020

Thanks for sharing your views on ProProfs Help Desk.

April 2020

Donnie from Boise State University, TRiO Pre-College - Upward Bound - Owyhee, Borah and Capital High Schools

Company Size: 11-50 employees

Industry: Education Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2020

Simple & Fast - Two Words That Make this Software Perfect!

My overall experience with the tool has been great so far and I would recommend the product to all who are looking for both small and enterprise use.

Pros

The tool is so simple to use and at the same time, it is fast. That means we’ve got the perfect combination in place and that too at pocket-friendly rates. My team especially is a huge fan of the notes feature. It allows them to leave notes for one another and keep others updated about the progress of the support request and how to deal with the customer.

Cons

Nothing so far. It fits my needs and the expectations of my support team members. Everything looks good

Response from ProProfs

Replied May 2020

Thanks for sharing your views on ProProfs Help Desk.

March 2020

Ms. Beth from West Virginia Junior College-Bridgeport Campus

Company Size: 11-50 employees

Industry: E-Learning

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2020

Amazing help desk software!

just want to say . it's Perfect Help Desk software!

Pros

I loved how user-friendly this software is. I can manage all my customer tickets easily using a shared inbox. At first, I thought a shared inbox would be really confusing, but after using ProProfs Help Desk, I was proved wrong! It is so easy and I can organize, prioritize my tickets to resolve them instantly. Great tool!

Cons

What i would love to see in the future versions is social media integration. I can manage all my channels but not social media and this makes it a little difficult to cater to customer requests received from social media.

Response from ProProfs

Replied March 2020

Thanks for sharing your views on ProProfs Help Desk.