What users are saying about
3 Ratings
3 Ratings
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Score 8 out of 100
2 Ratings
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Score 9.2 out of 100

Likelihood to Recommend

C2 ATOM

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Patrice Tanguay | 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

C2 ATOM
7.8
ProProfs Help Desk
8.2
Organize and prioritize service tickets
C2 ATOM
8.0
ProProfs Help Desk
8.2
Expert directory
C2 ATOM
9.0
ProProfs Help Desk
Self-service tools
C2 ATOM
8.0
ProProfs Help Desk
Subscription-based notifications
C2 ATOM
6.0
ProProfs Help Desk
ITSM collaboration and documentation
C2 ATOM
8.0
ProProfs Help Desk
7.3
ITSM reports and dashboards
C2 ATOM
8.0
ProProfs Help Desk
Ticket creation and submission
C2 ATOM
ProProfs Help Desk
9.1
Ticket response
C2 ATOM
ProProfs Help Desk
8.2

ITSM asset management

C2 ATOM
7.5
ProProfs Help Desk
Configuration mangement
C2 ATOM
8.0
ProProfs Help Desk
Asset management dashboard
C2 ATOM
7.0
ProProfs Help Desk

Change management

C2 ATOM
9.0
ProProfs Help Desk
Change requests repository
C2 ATOM
9.0
ProProfs Help Desk
Change calendar
C2 ATOM
9.0
ProProfs Help Desk

Self Help Community

C2 ATOM
ProProfs Help Desk
8.2
Internal knowledge base
C2 ATOM
ProProfs Help Desk
8.2

Multi-Channel Help

C2 ATOM
ProProfs Help Desk
7.7
Email support
C2 ATOM
ProProfs Help Desk
8.2
Help Desk CRM integration
C2 ATOM
ProProfs Help Desk
7.3

Pros

C2 ATOM

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Patrice Tanguay | 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

C2 ATOM

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Patrice Tanguay | 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

C2 ATOM

It all came down to cost. Total cost vs available functionalityHowever, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Patrice Tanguay | 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

C2 ATOM

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
Patrice Tanguay | TrustRadius Reviewer

ProProfs Help Desk

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

Screenshots

Pricing Details

C2 ATOM

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$6,000

C2 ATOM Editions & Modules

On-premise Edition
C2 ATOM On-PremiseContact us
Starting Price$62.002
  1. none
  2. per month
SaaS Edition
SMALL TEAM$501
ACROSS YOUR BUSINESS$651
  1. per user per month
Additional Pricing Details
Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more 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

C2 ATOM
8.0
ProProfs Help Desk
6.4

Support Rating

C2 ATOM
ProProfs Help Desk
7.3

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