ProProfs Help Desk Reviews

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Score 6.4 out of 100

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January 22, 2020
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Pros and Cons

  • 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.
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ProProfs Help Desk Scorecard Summary

Feature Scorecard Summary

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

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.

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
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

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
Has featureEmail support
Has featureHelp Desk CRM integration

ProProfs Help Desk Screenshots

ProProfs Help Desk Video

Help Desk Ticketing Software - By ProProfs

ProProfs Help Desk Integrations

ProProfs Survey Maker, ProProfs Chat, ProProfs Knowledge Base

ProProfs Help Desk Competitors

ProProfs Help Desk 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

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

ProProfs Help Desk Support Options

 Free VersionPaid Version
Live Chat

ProProfs Help Desk Technical Details

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