What users are saying about
11 Ratings
11 Ratings
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Score 6.7 out of 100
3 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • ProProfs Help Desk ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

2.0

Hiver

20%
8.2

ProProfs Help Desk

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

Organize and prioritize service tickets

1.4
14%
3 Ratings
8.2
82%
1 Rating

Ticket creation and submission

2.3
23%
3 Ratings
9.1
91%
1 Rating

Ticket response

2.3
23%
3 Ratings
8.2
82%
1 Rating

ITSM collaboration and documentation

N/A
0 Ratings
7.3
73%
1 Rating

Multi-Channel Help

3.3

Hiver

33%
7.7

ProProfs Help Desk

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

Email support

3.3
33%
3 Ratings
8.2
82%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
7.3
73%
1 Rating

Self Help Community

Hiver

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

Attribute Ratings

  • ProProfs Help Desk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

1.4

Hiver

14%
3 Ratings
6.4

ProProfs Help Desk

64%
1 Rating

Usability

3.0

Hiver

30%
1 Rating

ProProfs Help Desk

N/A
0 Ratings

Support Rating

4.0

Hiver

40%
1 Rating
7.3

ProProfs Help Desk

73%
2 Ratings

Likelihood to Recommend

Hiver

Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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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

Hiver

  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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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

Hiver

  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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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

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

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

Usability

Hiver

Easy to use
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ProProfs

No answers on this topic

Support Rating

Hiver

Support is there, can be slow at times.
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ProProfs

No answers on this topic

Alternatives Considered

Hiver

Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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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

Hiver

  • Hiver has increased the efficiency by which we address emailed questions and concerns.
  • Hiver increases transparency between team members.
  • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
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ProProfs

  • High customer retention.
  • Optimized average response time.
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Screenshots

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