What users are saying about
11 Ratings
11 Ratings
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Score 8.4 out of 100
3 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • ProProfs Help Desk ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

6.5

Helpjuice

65%
8.2

ProProfs Help Desk

82%
ProProfs Help Desk ranks higher in 4/6 features

Organize and prioritize service tickets

6.0
60%
1 Rating
8.2
82%
1 Rating

Expert directory

7.0
70%
2 Ratings
N/A
0 Ratings

Subscription-based notifications

7.0
70%
1 Rating
N/A
0 Ratings

ITSM collaboration and documentation

6.0
60%
2 Ratings
7.3
73%
1 Rating

Ticket creation and submission

5.0
50%
1 Rating
9.1
91%
1 Rating

Ticket response

8.0
80%
1 Rating
8.2
82%
1 Rating

Self Help Community

8.0

Helpjuice

80%
8.2

ProProfs Help Desk

82%
Helpjuice ranks higher in 1/2 features

External knowledge base

8.0
80%
2 Ratings
N/A
0 Ratings

Internal knowledge base

8.0
80%
3 Ratings
8.2
82%
1 Rating

Multi-Channel Help

7.6

Helpjuice

76%
7.7

ProProfs Help Desk

77%
Helpjuice ranks higher in 4/5 features

Customer portal

8.0
80%
2 Ratings
N/A
0 Ratings

IVR

6.0
60%
1 Rating
N/A
0 Ratings

Social integration

8.0
80%
1 Rating
N/A
0 Ratings

Email support

8.0
80%
1 Rating
8.2
82%
1 Rating

Help Desk CRM integration

8.0
80%
1 Rating
7.3
73%
1 Rating

Attribute Ratings

  • Helpjuice is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

Helpjuice

85%
3 Ratings
6.4

ProProfs Help Desk

64%
1 Rating

Support Rating

Helpjuice

N/A
0 Ratings
7.3

ProProfs Help Desk

73%
2 Ratings

Likelihood to Recommend

Helpjuice

With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
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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

Helpjuice

  • Provides exact information
  • Practical Knowlege
  • Useful information
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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

Helpjuice

  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
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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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Pricing Details

Helpjuice

Starting Price

Editions & Modules

Helpjuice editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

    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

    Helpjuice

    Helpjuice all the way. Navigating is much easier and seems to index content much better IMO.
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    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

    Helpjuice

    • Converting clients
    • Tickets management
    • Client management
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    ProProfs

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

    Screenshots

    Add comparison