DeskRoll Remote Desktop vs. ProProfs Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DeskRoll Remote Desktop
Score 9.5 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
ProProfs Help Desk
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. Key benefits and capabilities include: Timely resolution of customer queries: Customers feel delighted with timely responses. ProProfs help desk ticketing system allows managers and system…
$49
3 Users
Pricing
DeskRoll Remote DesktopProProfs Help Desk
Editions & Modules
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
DeskRoll Remote DesktopProProfs Help Desk
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$3.25 per seat/per monthNo setup fee
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.
More Pricing Information
Community Pulse
DeskRoll Remote DesktopProProfs Help Desk
Top Pros
Top Cons
Features
DeskRoll Remote DesktopProProfs Help Desk
Remote Administration
Comparison of Remote Administration features of Product A and Product B
DeskRoll Remote Desktop
8.2
2 Ratings
2% above category average
ProProfs Help Desk
-
Ratings
Screen sharing8.02 Ratings00 Ratings
File transfer8.02 Ratings00 Ratings
Instant message7.01 Ratings00 Ratings
Over-the-Internet remote session10.02 Ratings00 Ratings
Initiate remote control from mobile8.01 Ratings00 Ratings
Multi-platform remote control8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
ProProfs Help Desk
8.2
1 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.21 Ratings
ITSM collaboration and documentation00 Ratings7.31 Ratings
Ticket creation and submission00 Ratings9.11 Ratings
Ticket response00 Ratings8.21 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
ProProfs Help Desk
8.2
1 Ratings
4% above category average
Internal knowledge base00 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
ProProfs Help Desk
7.7
1 Ratings
2% below category average
Email support00 Ratings8.21 Ratings
Help Desk CRM integration00 Ratings7.31 Ratings
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DeskRoll Remote DesktopProProfs Help Desk
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Medium-sized Companies
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Enterprises
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BeyondTrust Privileged Remote Access
Score 9.3 out of 10
SysAid
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Score 8.8 out of 10
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User Ratings
DeskRoll Remote DesktopProProfs Help Desk
Likelihood to Recommend
7.0
(2 ratings)
6.4
(1 ratings)
Support Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
DeskRoll Remote DesktopProProfs Help Desk
Likelihood to Recommend
Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
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
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
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.
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Cons
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
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.
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Alternatives Considered
Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
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.
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Return on Investment
Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
Read full review
ProProfs
  • High customer retention.
  • Optimized average response time.
Read full review
ScreenShots

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.

ProProfs Help Desk Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of