What users are saying about
9 Ratings
9 Ratings
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Score 9 out of 100
3 Ratings
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Score 8.8 out of 100

Feature Set Ratings

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

Incident and problem management

9.0

HelpSpot

90%
8.2

ProProfs Help Desk

82%
HelpSpot ranks higher in 2/4 features

Organize and prioritize service tickets

9.0
90%
1 Rating
8.2
82%
1 Rating

Ticket creation and submission

9.0
90%
1 Rating
9.1
91%
1 Rating

Ticket response

9.0
90%
1 Rating
8.2
82%
1 Rating

ITSM collaboration and documentation

N/A
0 Ratings
7.3
73%
1 Rating

Self Help Community

9.0

HelpSpot

90%
8.2

ProProfs Help Desk

82%
HelpSpot ranks higher in 1/1 features

Internal knowledge base

9.0
90%
1 Rating
8.2
82%
1 Rating

Multi-Channel Help

9.0

HelpSpot

90%
7.7

ProProfs Help Desk

77%
HelpSpot ranks higher in 1/2 features

Email support

9.0
90%
1 Rating
8.2
82%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
7.3
73%
1 Rating

Attribute Ratings

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

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
6.4

ProProfs Help Desk

64%
1 Rating

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

ProProfs Help Desk

N/A
0 Ratings

Support Rating

HelpSpot

N/A
0 Ratings
7.3

ProProfs Help Desk

73%
2 Ratings

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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Pricing Details

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot 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

    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

    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.
    Read full review

    Screenshots

    Add comparison