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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Supported Operating System(s):

Web browser (OS agnostic)

11 Reviews of ProProfs Help Desk

Average User Ratings

Overall

4.82 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(9)

9

4 stars

(2)

2

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 11 results

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.

October 2021

Sugandh from NMG Tech

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2021

The best investment we have made so far!

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.

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

October 2021

Ashutosh from Anhad Education Foundation

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Computer Software

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2021

I see a lot of potential in this young tool

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.