What users are saying about
4 Ratings
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Score 9 out of 100
2 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

ProProfs Help Desk

As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
ProProfs Help Desk
8.2
Organize and prioritize service tickets
365Ticketing
7.0
ProProfs Help Desk
8.2
Expert directory
365Ticketing
8.0
ProProfs Help Desk
ITSM collaboration and documentation
365Ticketing
8.0
ProProfs Help Desk
7.3
Ticket creation and submission
365Ticketing
8.0
ProProfs Help Desk
9.1
Ticket response
365Ticketing
9.0
ProProfs Help Desk
8.2

Self Help Community

365Ticketing
9.0
ProProfs Help Desk
8.2
Internal knowledge base
365Ticketing
9.0
ProProfs Help Desk
8.2

Multi-Channel Help

365Ticketing
9.0
ProProfs Help Desk
7.7
Email support
365Ticketing
9.0
ProProfs Help Desk
8.2
Help Desk CRM integration
365Ticketing
ProProfs Help Desk
7.3

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

ProProfs Help Desk

  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
Anonymous | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

ProProfs Help Desk

  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
Anonymous | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

ProProfs Help Desk

I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
Anonymous | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

ProProfs Help Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
ProProfs Help Desk
6.4

Support Rating

365Ticketing
ProProfs Help Desk
7.3

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