ProProfs Help Desk Features

ProProfs Help Desk

Help desk and ticketing solution for customer service

4.88/5 (8 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Ad hoc Analysis
Ad hoc Reporting
Alerts / Escalation
Alerts/Notifications
Asset Tracking
Assignment Management
Auto-Responders
Automated Routing
CMDB
CRM
Call Center Management
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Configuration Management
Contract/License Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Email Alerts
Email Invitations & Reminders
Email Management
Email Response Control
Email Templates
Email Tracking
Event Triggered Actions
Help Desk Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Member Accounts
Mobile Access
Multi-Channel Communication
Multi-Language
Online Forums
Performance Metrics
Prioritization
Problem Management
Procurement Management
Project Management
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Trend Analysis
Widgets
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Ad hoc Analysis
Ad hoc Reporting
Alerts / Escalation
Alerts/Notifications
Asset Tracking
Assignment Management
Auto-Responders
Automated Routing
CMDB
CRM
Call Center Management
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Configuration Management
Contract/License Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Email Alerts
Email Invitations & Reminders
Email Management
Email Response Control
Email Templates
Email Tracking
Event Triggered Actions
Help Desk Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Member Accounts
Mobile Access
Multi-Channel Communication
Multi-Language
Online Forums
Performance Metrics
Prioritization
Problem Management
Procurement Management
Project Management
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Trend Analysis
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Ad hoc Analysis
Ad hoc Reporting
Alerts / Escalation
Alerts/Notifications
Asset Tracking
Assignment Management
Auto-Responders
Automated Routing
CMDB
CRM
Call Center Management
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Configuration Management
Contract/License Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Email Alerts
Email Invitations & Reminders
Email Management
Email Response Control
Email Templates
Email Tracking
Event Triggered Actions
Help Desk Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Member Accounts
Mobile Access
Multi-Channel Communication
Multi-Language
Online Forums
Performance Metrics
Prioritization
Problem Management
Procurement Management
Project Management
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Trend Analysis
Widgets
Workflow Configuration
Workflow Management
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ProProfs Help Desk Feature Reviews

8 reviewers had the following to say about ProProfs Help Desk's features:

Anonymous
(Computer Software company, 11-50 employees)

“Gmail like interface makes it Unique”

2020-10-10

Pros

Support agents' performance record makes it unique.

Cons

I don’t find enough integrations. Hopefully, they will bring more integrations in the near future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thank You for sharing your views on ProProfs Help Desk.

Read more
Anonymous
(E-Learning company, 201-500 employees)

Best ticket management tool

2021-03-19

If anything, we got to save some on the support process and managed a lot of customer queries easily with this ticketing system.

Pros

It has helped us manage all incoming emails in one shared inbox structure.

Cons

Obviously, after we shifted to the paid plan we did get access to the feature, but it would have been nice to have seen that feature in the free plan too.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Harshad D.

Awesome Gmail Like Interface!

2020-03-24

It’s a lot easier for my team to provide support to customers and never miss out on a single sales or support opportunity.

Pros

We like how the interface of this help desk software works.

Cons

How about adding integrations to social media platforms.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thanks for sharing your views on ProProfs Help Desk.

Read more
Curt P.

Really Like the Child Tickets Feature

2020-06-12

Really love the product. It has helped us track our agent productivity way better than any other tool. Would highly recommend people to give ProProfs Help Desk a shot!

Pros

What really did put me into action to invest in a product like ProProfs Help Desk is the Child Ticket feature.

Cons

This is a tough question. I feel that someone who needs the tool for greater use can identify this better. So far our experience has been nothing less than delightful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thank You for sharing your views on ProProfs Help Desk.

Read more
Ms. Beth F.

Amazing help desk software!

2020-03-09

just want to say . it's Perfect Help Desk software!

Pros

I can manage all my customer tickets easily using a shared inbox.

Cons

I can manage all my channels but not social media and this makes it a little difficult to cater to customer requests received from social media.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thanks for sharing your views on ProProfs Help Desk.

Read more
Anonymous
(Computer Software company, 51-200 employees)

Great Tool for Monitoring Customer Service Operations

2020-10-22

We recommend this tool for businesses that wish to make data-driven decisions and improve their service quality.

Pros

The best part about this software is that it offers great insights into our performance, both at an individual as well as team level.

Cons

There has not been any major issue worth mentioning. Let's see how things unfold.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thanks for sharing your views on ProProfs Help Desk.

Read more
Donnie H.

Simple & Fast - Two Words That Make this Software Perfect!

2020-04-27

My overall experience with the tool has been great so far and I would recommend the product to all who are looking for both small and enterprise use.

Pros

My team especially is a huge fan of the notes feature. It allows them to leave notes for one another and keep others updated about the progress of the support request and how to deal with the customer.

Cons

It fits my needs and the expectations of my support team members.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thanks for sharing your views on ProProfs Help Desk.

Read more
Maya B.

Take support to your table

2021-01-11

Pros

It's very easy to use and has great customer support!

Cons

I wish the deployment would be upgraded for ios users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from ProProfs


Thanks for your views on ProProfs Help Desk

Read more