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ProProfs Help Desk

ProProfs Help Desk


What is ProProfs Help Desk?

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.…

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TrustRadius Insights

ProProfs Help Desk software has gained popularity among users for its robust ticket organization features and statuses, providing managers …
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$ 49 per month

3 Users


$ 89 per month

5 Users


$ 499 per month

Unlimited Users

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is ProProfs Help Desk?

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 administrators to sort, categorize, label, mark, and assign tickets to the concerned individuals and teams. A large number of people can make internal comments and notes on tickets; resulting in their faster resolution.

Shared inbox, canned responses, issue tracking, and team collaboration: Agents can track customer issues and requests, see who is working on what, send canned responses to customers and assign tickets to the concerned individual or team. Managers can set up workflow rules around filters, priorities, and service level agreements.

ProProfs Help Desk comes integrated with survey maker, knowledge base, and chat: Tickets can be created out of customer emails and chats. Customers can even help themselves the self-service center of the knowledge base. Managers can monitor help desk ratings through customer and NPS surveys and improve customer experience. They can figure out poorly-performing agents and train them.

ProProfs Help Desk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Email support
  • Supported: Help Desk CRM integration

ProProfs Help Desk Screenshots

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ProProfs Help Desk Video

Help Desk Ticketing Software - By ProProfs

ProProfs Help Desk Competitors

ProProfs Help Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesWorldwide
Supported LanguagesEnglish

ProProfs Help Desk Customer Size Distribution

Small Businesses (1-50 employees)15%
Mid-Size Companies (51-500 employees)45%
Enterprises (more than 500 employees)35%
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

ProProfs Help Desk software has gained popularity among users for its robust ticket organization features and statuses, providing managers with the ability to efficiently track and prioritize tickets that require immediate attention. With over 5 thousand customers in the US, this software has successfully managed customer queries, requests, and complaints while offering a centralized platform for customer support and feedback surveys. Users have praised ProProfs Help Desk as an affordable and feature-rich help desk tool, enabling agents to access all necessary features and respond promptly to customers. The reporting capabilities of the software have also received high acclaim, empowering customer service managers to analyze agent and team performance, as well as monitor customer satisfaction ratings. Its competitive functionalities at an affordable price make it particularly recommended for small to mid-size businesses.

Teams using ProProfs Help Desk have benefited from its collaboration features, facilitating seamless communication between customer service and sales teams to ensure customer satisfaction. The software has effectively streamlined customer query management, preventing missed customer requests or concerns and resulting in significant cost savings. By improving ticket organization and resolution, teams have become more organized, prioritizing tickets efficiently and addressing customer issues promptly. ProProfs Help Desk consolidates customer requests from various communication channels, eliminating confusion for agents. Overall, the software efficiently manages the customer service process, ensuring no sales or support opportunities are missed. Users describe it as a perfect solution that solves problems related to customer and employee support, satisfaction, and training within organizations. Additionally, it contributes to cost reduction in support and creates a positive work environment by improving team morale. With quick ticket resolution capabilities, ProProfs Help Desk builds trust with customers while enhancing agent performance. Its primary use case lies in providing effective customer support by promptly resolving issues, answering questions, and fulfilling requests through a specialized ticketing system.

Ticket Tracking: Users have found it convenient to have all their overdue tickets easily accessible in one place with ProProfs Help Desk. This feature allows agents to prioritize tickets effectively, ensuring a smooth customer experience. Many reviewers have specifically mentioned this as a standout aspect of the software.

Exceptional Support: ProProfs stands out from other help desk companies with its exceptional support services. Users appreciate the option to call the ProProfs team for meaningful interactions and prompt assistance. The quality and responsiveness of the support team have been highly praised by multiple users.

Variety of Features: ProProfs Help Desk offers a wide range of features that users highly value. These include chatbots, ticket prioritization, shared inboxes, internal notes, reports, and automated ticket assignment. The diverse set of features provided by ProProfs makes it an excellent choice for users seeking comprehensive help desk solutions.

Lack of Integration Options: Several users have expressed frustration with the tool's limited integration options with third-party tools. Some users feel that the lack of a mobile app and CRM integrations hinders their workflow, and they hope for future updates to address this issue.

Limited Social Media Capabilities: Many users have mentioned that the tool is lacking in social media capabilities. They express disappointment and hope for future improvements in this area.

Restrictions on Free Plan: A common complaint among reviewers is that certain features, such as labels, are not available in the free plan but are only accessible through the paid plan. This limitation has left some users feeling dissatisfied with the functionality provided at no cost.

Users commonly recommend the following about Proprofs Help Desk:

  1. Take advantage of the free trial to see if Proprofs Help Desk is ideal for your company.
  2. Invest in Proprofs Help Desk as it is feature-rich and worth trying.
  3. Give Proprofs Help Desk a try if you are struggling with customer support, as it simplifies the management of all customer-related focus areas.

Furthermore, users emphasize that Proprofs Help Desk is an amazing tool that is easy to use and a great choice for teams to get used to. It enhances the workplace environment and builds teams through collaboration. The tool also provides support and training from day one, increasing user adoption. It facilitates team building with shared inboxes and customizable surveys. Ultimately, users believe that Proprofs Help Desk will be the most trusted tool within their company.

Attribute Ratings


(1-1 of 1)
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Score 7 out of 10
Vetted Review
Verified User

We use ProProfs Help Desk for all our customer support verticals, mainly for dealing with customer issues, questions, and requests.

Basically, we use the ticketing system to resolve customer questions instantly via specialized agents. When a customer asks a question, the software automatically creates a ticket and assigns it to an agent who is available. Till an accurate solution isn’t given, it is easy to manage, track, and ask for other agents for help in case it’s needed to close the ticket as soon as possible.

  • 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.
  • 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.

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.

Incident and problem management (4)
Organize and prioritize service tickets
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
Self Help Community (2)
External knowledge base
Internal knowledge base
Multi-Channel Help (3)
Customer portal
Email support
Help Desk CRM integration
  • High customer retention.
  • Optimized average response time.

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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