HelpSpot vs. ProProfs Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HelpSpot
Score 2.3 out of 10
N/A
HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.
$49
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
HelpSpotProProfs Help Desk
Editions & Modules
No answers on this topic
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
HelpSpotProProfs Help Desk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
HelpSpotProProfs Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HelpSpot
9.0
1 Ratings
14% above category average
ProProfs Help Desk
8.2
1 Ratings
5% above category average
Organize and prioritize service tickets9.01 Ratings8.21 Ratings
Ticket creation and submission9.01 Ratings9.11 Ratings
Ticket response9.01 Ratings8.21 Ratings
ITSM collaboration and documentation00 Ratings7.31 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HelpSpot
9.0
1 Ratings
17% above category average
ProProfs Help Desk
8.2
1 Ratings
8% above category average
Internal knowledge base9.01 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HelpSpot
9.0
1 Ratings
17% above category average
ProProfs Help Desk
7.7
1 Ratings
1% above category average
Email support9.01 Ratings8.21 Ratings
Help Desk CRM integration00 Ratings7.31 Ratings
Best Alternatives
HelpSpotProProfs Help Desk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Front
Front
Score 8.9 out of 10
Front
Front
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HelpSpotProProfs Help Desk
Likelihood to Recommend
9.0
(3 ratings)
6.4
(1 ratings)
Likelihood to Renew
2.3
(2 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
HelpSpotProProfs Help Desk
Likelihood to Recommend
UserScape
HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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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
UserScape
  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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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
UserScape
  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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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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Likelihood to Renew
UserScape
My current job does not use this platform as it is not necessary for my job function.
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ProProfs
No answers on this topic
Alternatives Considered
UserScape
HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
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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.
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Return on Investment
UserScape
  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
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ProProfs
  • High customer retention.
  • Optimized average response time.
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ScreenShots

ProProfs Help Desk Screenshots

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