What users are saying about
3 Ratings
3 Ratings
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Score 8 out of 100
3 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • ProProfs Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

C2 ATOM

78%
8.2

ProProfs Help Desk

82%
C2 ATOM ranks higher in 5/8 features

Organize and prioritize service tickets

8.0
80%
1 Rating
8.2
82%
1 Rating

Expert directory

9.0
90%
1 Rating
N/A
0 Ratings

Self-service tools

8.0
80%
1 Rating
N/A
0 Ratings

Subscription-based notifications

6.0
60%
1 Rating
N/A
0 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
7.3
73%
1 Rating

ITSM reports and dashboards

8.0
80%
1 Rating
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.1
91%
1 Rating

Ticket response

N/A
0 Ratings
8.2
82%
1 Rating

ITSM asset management

7.5

C2 ATOM

75%

ProProfs Help Desk

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Configuration mangement

8.0
80%
1 Rating
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Change management

9.0

C2 ATOM

90%

ProProfs Help Desk

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Change requests repository

9.0
90%
1 Rating
N/A
0 Ratings

Change calendar

9.0
90%
1 Rating
N/A
0 Ratings

Self Help Community

C2 ATOM

Feature Set Not Supported
N/A
8.2

ProProfs Help Desk

82%
ProProfs Help Desk ranks higher in 1/1 features

Internal knowledge base

N/A
0 Ratings
8.2
82%
1 Rating

Multi-Channel Help

C2 ATOM

Feature Set Not Supported
N/A
7.7

ProProfs Help Desk

77%
ProProfs Help Desk ranks higher in 2/2 features

Email support

N/A
0 Ratings
8.2
82%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
7.3
73%
1 Rating

Attribute Ratings

  • C2 ATOM is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
6.4

ProProfs Help Desk

64%
1 Rating

Support Rating

C2 ATOM

N/A
0 Ratings
7.3

ProProfs Help Desk

73%
2 Ratings

Likelihood to Recommend

Sherweb

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
Read full review

ProProfs

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.
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Pros

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Read full review

ProProfs

  • 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.
Read full review

Cons

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Read full review

ProProfs

  • 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.
Read full review

Pricing Details

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional 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

Starting Price

$0

Editions & Modules

ProProfs Help Desk editions and modules pricing
EditionModules
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3

Footnotes

  1. 3 Users
  2. 5 Users
  3. Unlimited Users

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Alternatives Considered

Sherweb

It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Read full review

ProProfs

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.
Read full review

Return on Investment

Sherweb

  • 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.
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ProProfs

  • High customer retention.
  • Optimized average response time.
Read full review

Screenshots

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