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ProProfs Help Desk
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ProProfs Help Desk

Overview
Synopsis

ProProfs Help Desk is a customer service tool that helps customer support teams to effectively track and resolve customer queries and requests. Faster ticket resolution is the key reason why a business needs to employ help desk software.

Category

Help Desk Software

Features

•Canned responses and rule-based automated messages
•Shared inbox
•Ticket prioritization
•Collaborative email
•Issue tracking in one place
•Timely response to child tickets
•Tickets surveys
•Email Integration
•Instant support

Price

•TEAM - $49/month or $39/month (Annual Billing)
•BUSINESS - $89/month or $79/month (Annual Billing)
•ENTERPRISE - $499/month or $939/month (Annual Billing)

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Large (>10001 employees)

Languages

English

Countries

Worldwide

OS

Windows

Company

ProProfs

What is best?

•Shared inbox
•Ticket prioritization
•Collaborative email
•Issue tracking in one place
•Timely response to child tickets
•Tickets surveys
•Email Integration
•Instant support
•Faster ticket resolution
•Anytime, anywhere access

What are the benefits?

•Shared Inbox - Shared inbox makes inbox zero – a reality for customer support teams and managers.
•Team Collaboration – ProProfs Help Desk helps customer support teams to work collaboratively.
•Issue Tracking - ProProfs Help Desk is better known as an issue tracking software that helps to track your tickets from the start till the end.
•Canned Responses – One of the best features of ProProfs Help Desk is canned responses.
•Performance Tracking and Reporting – ProProfs Help Desk is worth considering because it comes integrated with ProProfs Survey Maker.

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.6
8.5
Features & Functionality
7.6
8.6
Advanced Features
7.6
8.5
Integration
7.6
Performance
7.6
Customer Support
7.6
Implementation
Renew & Recommend
Bottom Line

ProProfs Help Desk shared inbox is an email-like interface where teams work collaboratively. Agents know who is working on what and tickets are assigned to the concerned individual or department.

7.6
Editor Rating
8.5
Aggregated User Rating
1 rating
You have rated this

ProProfs Help Desk is a customer service tool that helps customer support teams to effectively track and resolve customer queries and requests. Faster ticket resolution is the key reason why a business needs to employ help desk software. It also helps businesses deliver excellent customer support. The cloud-based customer support software allows agents to track customer queries, issues, requests, and bugs - all in one place. No tickets are missed, left unattended or, unresolved. Agents resolve customer queries in an appropriate manner; sending customers timely responses. Customers feel delighted and hesitate to move to other brands. ProProfs Help Desk shared inbox is an email-like interface where teams work collaboratively. Agents know who is working on what and tickets are assigned to the concerned individual or department. Managers and system administrators prioritize, sort, categorize, label, mark, and assign tickets based on status, milestone, role, skill, and workload. They even create child tickets to track internal subtasks. Individuals and teams use collaboration features, like notes, history, alerts, and knowledge base, to make their job simple. When individuals and teams work on tickets parallelly, tickets get resolved faster. Issue tracking and ticket management become easy with ProProfs help desk ticketing system. Also, canned responses allow agents to automatically communicate with their customers while maintaining brand consistency.

ProProfs Help Desk software comes integrated with Knowledge Base, Chat, and Survey Maker. These integrations make it a must-have customer support tool for every business. Knowledge Base acts as a self-service center to customers. They can help themselves with their queries, instead of raising questions to agents. Agents can save their time answering the same questions and focus better on improving customer experience. The tool also equips agents with the right amount of knowledge regarding the product or service. Customer interactions on live chat can even be converted into tickets, as help desk serves as the single platform for multi-channel communication. With ProProfs Multichannel Help Desk, agents can reply to emails, answer tickets created during customer calls, and online chats, right within the help desk. A business needs to just configure the shared inbox into their support email. The survey maker integration with help desk enables managers to track their agents’ performance as individuals and in teams. They can monitor help desk ratings over time through customer surveys and Net Promoter Score (NPS) surveys. Capturing customer feedback helps to improve customer service with targeted agent training and management.

ProProfs Help Desk Features

  • Canned responses and rule-based automated messages
  • Email Integration
  • Ticket prioritization
  • Child ticket creation to track internal subtasks
  • Shared inbox
  • Instant support
  • Issue tracking in one place
  • Tickets surveys
  • Collaborative email
  • Faster ticket resolution
  • No spot solution delays
  • Child ticket creation to track internal subtasks
  • Issue resolution progress review
  • Option to add internal comments
  • Call Center Management
  • Automated Routing
  • Document Storage
  • Knowledge Base Management
  • Multi-Channel Communication
  • Real-time Chat
  • Interaction Tracking

ProProfs Help Desk Pricing

TEAM

$ 49 per month
$ 39 per month (annually)
  • 3 Users
  • 1 Inbox
  • 1 Departments & Teams
  • 6 months Ticket History
  • Unlimited Tickets
  • Auto-Response
  • Canned Responses
  • Ticket Ratings

BUSINESS

$ 89 per month
$ 79 per month (annually)
  • 5 Users
  • 3 Inbox
  • 3 Departments & Teams
  • 1 year Ticket History
  • Unlimited Tickets
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Basic Reports
  • Routing
  • Child Tickets
  • Roles & Permissions

ENTERPRISE

$ 499 per month
$ 399 per month (annually)
  • Unlimited Users
  • Unlimited Inbox
  • Unlimited Departments & Teams
  • Unlimited Ticket History
  • Unlimited Tickets
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Enterprise Reports
  • Routing
  • Child Tickets
  • Roles & Permissions
  • Audit & Admin Controls
  • SLA & Custom License

ProProfs Help Desk Videos

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About The Author
DwayneCharring1
Technical Writer currently associated with @ProProfs. #CX #HelpDesk #CustomerSupport #CustomerService #Writer #Blogger