Name: What's Help Desk & How Ticketing System Works
Uploaded: 2018-03-16T06:32:17.000Z
Duration: 1 min 49 s
Description: Help Desk Ticketing Software - By ProProfs

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Development

Business Intelligence (BI)

Collaboration

Diagramming

Project Portfolio Management

Supply Chain Management

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Converged Infrastructure

Data Center Infrastructure Management

Data Lakehouse

Data Observability

Data Privacy Management

Database Load Balancing

Ethernet Switches

File Sync and Share

Fraud Detection

Integration Platform as a Service (iPaaS)

License Management

Log Management

Managed IT Service

Network Performance Monitoring

Network Troubleshooting

NoSQL Databases

Packet Analyzer

Password Management System

Remote Support

SOA Governance

Single Sign-On

Smart Contracts

Solid State Drives

Threat Hunting

Threat Intelligence

Virtual Private Cloud (VPC)

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Creative Collaboration

Customer Success

Digital Content Creation

Digital Signage

Email Marketing

Marketing Analytics

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Field Service Management

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales

Construction Management

Equipment Rental

Homeowner's Association (HOA) Management

InsurTech

Insurance Suites

Investment Portfolio Management

Tax Practice Management

Vertical-Specific

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ConnectWise

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ProProfs Chat

ProProfs Knowledge Base

### Ticket Management
Users generally praise ProProfs Help Desk's efficient ticket management capabilities. The tool's ability to prioritize, assign, and resolve tickets promptly has significantly improved the workflow for many users. The feature-rich ticketing system, including automated ticket assignment and ticket prioritization, has been highlighted as a major advantage by reviewers. Additionally, the user-friendly interface and shared inbox functionality have made it easier for teams to collaborate and address customer requests in a timely manner. Despite some minor drawbacks, such as the absence of social media integration and a merge ticket feature, users appreciate the overall effectiveness of ProProfs Help Desk in managing tickets efficiently.

### Agent Performance
Users consistently praise ProProfs Help Desk's agent efficiency and performance-enhancing features. The tool's ability to automatically assign tickets to the appropriate agents and teams has been highlighted as a significant time-saving feature. Additionally, users appreciate the platform's real-time collaboration capabilities, which have streamlined workflow and improved overall team productivity. The Child Ticket feature has also garnered positive feedback for its effectiveness in assigning and tracking internal team responsibilities, ultimately leading to quicker resolutions. These aspects collectively contribute to a positive user perception of ProProfs Help Desk's agent performance capabilities.

### Customer Interaction
Users generally praise ProProfs Help Desk for its efficient handling of customer requests and interactions. They appreciate the shared inbox feature that facilitates collaboration among different teams within organizations, leading to faster ticket resolutions. Additionally, users find the custom field feature impressive as it enables operators to gather all necessary customer information efficiently. The tool's ability to streamline customer interactions through email and live chat has been highlighted as a significant advantage, with users noting the platform's stability and configurability. Integrating with Slack for optimized messaging further enhances the overall customer interaction experience.

### Shared Inbox Management
User feedback on ProProfs Help Desk's shared inbox management functionality is predominantly positive. Customers appreciate the ease of collaboration it offers, allowing teams to work together efficiently and ensure timely responses to customer inquiries. The shared inbox feature has proven to be a valuable tool in organizing and prioritizing incoming emails, ultimately leading to improved customer satisfaction. While some users have raised concerns about limitations such as the inability to customize email domains and pricing structure, the overall consensus leans towards the shared inbox management being a beneficial aspect of the platform.

### Social Media Integration
User feedback on social media integration within ProProfs Help Desk varies among reviewers. While some users appreciate the tool's features and functionality, there is a common sentiment that the lack of social media integration is a notable drawback. Reviewers have expressed a desire for the platform to incorporate integrations with social media platforms to streamline customer interactions and support processes. The absence of social media integration seems to be a recurring theme in user feedback, indicating an area for potential improvement within the tool.

### Email and Live Chat Support
Users consistently highlight ProProfs Help Desk's efficient email and live chat support features. The ability to manage customer inquiries through both email and live chat simultaneously has been a significant advantage for users. The platform's intuitive interface, reminiscent of Gmail, streamlines ticket management and ensures prompt responses to customer queries. Additionally, users appreciate the spam message filters that help maintain a clutter-free ticketing system. Integration with messaging platforms like Slack further enhances communication efficiency.

### Reporting and Analytics
Users appreciate the ease of use and efficiency of ProProfs Help Desk's reporting feature, allowing them to track and analyze agent performance effectively. While some users find the reporting capabilities to be sufficient for their needs, others express a desire for more advanced functionalities to further enhance their analytics processes. Despite this feedback, the general consensus leans towards the positive, with users acknowledging the value that the reporting and analytics tools bring to their customer service operations.

### Agent Performance
Users consistently praise ProProfs Help Desk's agent efficiency and collaboration features. The tool's ability to automatically assign tickets to the appropriate agents and teams has been highlighted as a significant time-saving feature. Additionally, the platform's real-time collaboration capabilities have streamlined workflow processes, allowing agents to easily track and manage tickets. Users appreciate the proactive nature instilled in their customer support agents, resulting in improved response times and overall customer satisfaction. The Child Ticket feature has also garnered positive feedback for its effectiveness in assigning and tracking internal team responsibilities, ultimately enhancing the resolution process.

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.

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.

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.

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.

TEAM

BUSINESS

ENTERPRISE

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Starter Suite

Professional

Unlimited

Unlimited+

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based permissions and notifications allow tasks to be allocated across team members. If the user wishes to host Spiceworks apps and tools locally, then they are free. For cloud-based service, Spiceworks bills $12 per IT user per month, or $10 monthly per user if paid annually.

Spiceworks was founded in 2006 and is headquartered in Austin, Texas, also with a European headquarters in London (since 2012), and is generously backed by multiple investors, most notably Goldman Sachs.

All Tiers

ProProfs Help Desk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Likelihood to Recommend

Support Rating

Incident and problem management

Self Help Community

Multi-Channel Help

Organize and prioritize service tickets

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Internal knowledge base

Email support

Help Desk CRM integration

ProProfs is a provider of
comprehensive online tools for building, testing, and applying knowledge.

















Through its Quiz Maker, Survey
Maker, Training Maker and Knowledge Base products, ProProfs offers
trainers, marketers, and educators features that do not require them to
download or learn expensive software. The vendor says that it has the largest
library of professional quizzes and assessments along with powerful teaching
and training tools. The vendor’s value proposition is that it helps millions of
users each month to increase their productivity, efficiency, and profitability. ProProfs is privately held and headquartered in Santa Monica, California.

ProProfs

Help Desk Ticketing Software - By ProProfs

What's Help Desk & How Ticketing System Works

What is Help Desk Software: https://www.proprofsdesk.com/blog/what-is-a-help-desk-software-and-what-are-its-benefits/

Free trial for ProProfs Help desk - https://www.proprofsdesk.com/signup/

Instant answers are what your customers need. They can’t wait for days. If it takes too long, they’ll take their business elsewhere, leaving you with a weak customer base.

So what’s your action plan? 

What’s the most feasible way for you to opt-out of this dilemma?

Worry not. With the simple integration of a help desk ticketing software (https://www.proprofsdesk.com/), you can overcome the delays in answering customer queries easily.

An email like support desk software can help you clear your tickets in no time. Besides this, it can also help you:

0:34 - View and answer all the tickets from the shared inbox
0:42 - See who all are working on which ticket through this help desk ticketing software
0:44 - View which tickets are pending
0:46 - Track customer history
0:48 - Assign tickets to customer support agents
1:02 - Enable features like chat so customers receive an instant response for their questions
1:09 - Integrate the use of knowledge base so customers can help themselves
1:20 - Stay updated on support activities and monitor performance with reports
1:25 - View customer satisfaction in real-time

The question is where to find such help desk ticketing systems? 

Well, look no further. 

ProProfs Help Desk can help you answer all your tickets fast through its easy-to-use interface. 

Doesn’t sound convincing to you? 

Do take up the product tour to explore its features in detail. But let’s view the following reasons that help you affirm your decision on why to choose this service desk management software for your organization.

- Customer Ticket Management Made Simple: 

This help desk ticketing system allows you to manage all customer tickets hassle-free. It’s shared inbox helps you view their status like which ticket is pending, which agent is working on which ticket, and assign those that are pending a response.

- Integrate Knowledge Base and Chat: 

You can also integrate ProProfs Chat and Knowledgebase to provide your customers with a better delightful experience. Instant answers in real-time with chat and through the integration of the knowledge base can reduce your ticket volume by 80%. This is an effective method to reduce your investment in support costs.

- Monitor Performance: 

Want to know how well your support agents are performing amidst your customers? That’s simple. With an effective support desk software like ProProfs, you can easily be updated on all the support activities, and monitor how your agents are performing by reviewing customer satisfaction rate.

If these reasons aren’t sufficient enough, then give its 15-days, no-obligation free trial a try. Explore the software at length. 

So, why wait for your customer satisfaction rate to reduce when ProProfs Help Desk can delight them every time they come to you.

Sign-up for free today! https://www.proprofsdesk.com/signup/

#helpdeskticketing #ticketingsystem
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There's a lot more that you can do with ProProfs Help Desk:

Customize Help Desk To Fit Your Needs
https://youtu.be/t6fCc8OR_38

Easily Manage Tickets with Customer Support Software
https://youtu.be/kgDFc1rcx-0

Help Desk Reports - Improve Your Support & Delight Customers
https://youtu.be/EfRgeQOxAw0

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Don’t forget to Sign Up for ProProfs Help Desk and Experience some amazing features: http://bit.ly/2H8WvnZ

STAY TUNED:

Facebook ►    https://www.facebook.com/proprofs
Twitter      ►    https://twitter.com/proprofs
LinkedIn   ►    https://www.linkedin.com/company/proprofs

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Users and agents can easily enter new support requests.

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

ProProfs Help Desk 2020-01-20 23:02:27

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ProProfs Help Desk

Overview

What is ProProfs Help Desk?