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 basis and support is provided ...


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Supported Operating System(s):

Web browser (OS agnostic)

4 Reviews of ProProfs Help Desk

Overall rating

5.00 / 5 stars

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Showing 1 - 4 of 4 results

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March 2020

Harshad from Bluenest

Verified Reviewer

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 2020

Van from Princeton Day Academy, Beltsville, MD

Verified Reviewer

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

4.0

Customer support

5.0

Functionality

4.0

March 2020

This tool makes customer support delightful!

Amazing customer support . Great UI with Easy to use feature.

Pros

Everything about this tool is awesome. The UI is great, the features are exactly what a company needs to offer excellent customer support, and the best part is - it’s worth the price. Personally, I love how easy it made customer support for me and my team. We all can collaborate and resolve customer tickets in less time than before. It's great!

Cons

I think a little more features in the reporting feature is needed. I can see what my agents are upto, but I would also like to get a detailed insight into how tickets were handled in the back end. Right now, I have a brief idea as to what is going on, but I can't find the root cause.

Response from ProProfs

Replied March 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

Verified Reviewer

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

Verified Reviewer

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.