ProProfs Help Desk Reviews

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Score 6.4 out of 100

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Anonymous | TrustRadius Reviewer
January 21, 2020

ProProfs - The new way to give service to your clients!

Score 7 out of 10
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Verified User
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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.


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ProProfs Help Desk Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (1)
8.2
ITSM collaboration and documentation (1)
7.3
Ticket creation and submission (1)
9.1
Ticket response (1)
8.2
Internal knowledge base (1)
8.2
Email support (1)
8.2
Help Desk CRM integration (1)
7.3

About 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.


The vendor says 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.

Categories:  Help Desk

ProProfs Help Desk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Does not have featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Does not have featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Does not have featureIVR
Does not have featureCall scripting
Does not have featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

ProProfs Help Desk Screenshots

ProProfs Help Desk Integrations

ProProfs Survey Maker, ProProfs Chat, ProProfs Knowledge Base

ProProfs Help Desk Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
EditionPricing DetailsTerms
TEAM$ 49 per month3 Users
BUSINESS$ 89 per month5 Users
ENTERPRISE$ 499 per monthUnlimited Users

ProProfs Help Desk Customer Size Distribution

Consumers
5%
Small Businesses (1-50 employees)
15%
Mid-Size Companies (51-500 employees)
45%
Enterprises (> 500 employees)
35%

ProProfs Help Desk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
FAQ/Knowledgebase

ProProfs Help Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:Worldwide
Supported Languages: English