# ProProfs Knowledge Base Software, Document360, Hiver vs Zendesk for Customer Service Comparison

| | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.7 out of 5 | 4.6 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 30 | 516 | 1,283 | 6,943 | 
| **Largest Market Segment** | Mid-Market (46.7% of reviews) | Mid-Market (47.8% of reviews) | Small-Business (66.9% of reviews) | Mid-Market (45.7% of reviews) | 
| **Entry Level Price** | $1,080.00 Per Year | Contact Us 5 Team Accounts (billed annually) | Free | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### ProProfs Knowledge Base Software

**Not enough data**

### Document360

Pros:
- Ease of Use (37 reviews)
- Features (28 reviews)

Cons:
- Missing Features (9 reviews)
- Editing Difficulties (8 reviews)

### Hiver

Pros:
- Ease of Use (182 reviews)
- Team Collaboration (149 reviews)

Cons:
- Email Issues (72 reviews)
- Missing Features (47 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
  | **Meets Requirements** | 9.2 (22 reviews) | 9.1 (353 reviews) | 9.0 (993 reviews) | 8.6 (5210 reviews) | 
  | **Ease of Use** | 9.5 (22 reviews) | 9.3 (358 reviews) | 9.1 (1017 reviews) | 8.6 (5390 reviews) | 
  | **Ease of Setup** | 8.9 (11 reviews) | 9.1 (241 reviews) | 9.0 (593 reviews) | 8.0 (3332 reviews) | 
  | **Ease of Admin** | 9.0 (10 reviews) | 9.1 (213 reviews) | 9.2 (454 reviews) | 8.2 (3143 reviews) | 
  | **Quality of Support** | 9.3 (21 reviews) | 9.5 (340 reviews) | 9.2 (921 reviews) | 8.4 (4954 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (10 reviews) | 9.4 (210 reviews) | 9.2 (445 reviews) | 8.4 (3066 reviews) | 
  | **Product Direction (% positive)** | 9.4 (19 reviews) | 9.4 (318 reviews) | 9.1 (986 reviews) | 8.0 (4859 reviews) | 

---
## Pricing

### ProProfs Knowledge Base Software

#### Entry-Level Pricing

Plan: ESSENTIALS 

Price: $1,080.00 Per Year

Description: Best for all types of business sizes with multiple teams that need site help (tooltips, forms, chat, ticketing, etc.)

Key Features:
- Authors & Users - 3
- Public Views - Unlimited
- Pages - 500

[Browse all 3 editions](https://www.g2.com/products/proprofs-knowledge-base-software/pricing)

#### Free Trial

No

### Document360

#### Entry-Level Pricing

Plan: Professional

Price: Contact Us 5 Team Accounts (billed annually)

Description: Built for growing teams to scale documentation efficiently.

Key Features:
- Internal & External Knowledge Base
- Custom Web Address
- Import from Word

[Browse all 3 editions](https://www.g2.com/products/document360/pricing)

#### Free Trial

Yes

### Hiver

#### Entry-Level Pricing

Plan: Free

Price: Free

Key Features:
- Multi-channel shared inboxes
- Email management
- Live chat support

[Browse all 4 editions](https://www.g2.com/products/hiver/pricing)

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 7 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 8.0/10 | 352 |
| **Zendesk for Customer Service** | 8.2/10 | 3715 |

#### Ticket and Case Management

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 8.8 (212 reviews) ✓ Verified | 8.8 (2596 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | Not enough data | 8.8 (216 reviews) ✓ Verified | 8.7 (2635 reviews) ✓ Verified | 
| **Workflow** | Not enough data | Not enough data | 8.6 (223 reviews) ✓ Verified | 8.5 (2569 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | Not enough data | 8.5 (205 reviews) ✓ Verified | 8.4 (2393 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | Not enough data | 8.2 (177 reviews) ✓ Verified | 8.2 (1937 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 8.3 (189 reviews) | 8.4 (2411 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | Not enough data | 8.6 (209 reviews) ✓ Verified | 8.6 (2421 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 8.1 (112 reviews) | 8.3 (1874 reviews) ✓ Verified | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.2 (74 reviews) | 7.7 (390 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.3 (73 reviews) | 7.6 (386 reviews) | 

#### Agentic AI - Help Desk

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.3 (29 reviews) | 7.8 (247 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.2 (29 reviews) | 7.9 (245 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 6.8 (28 reviews) | 8.0 (247 reviews) | 

#### Communication Channels

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 8.2 (160 reviews) | 8.5 (2071 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | Not enough data | 8.9 (217 reviews) ✓ Verified | 8.8 (2347 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | Not enough data | 8.5 (190 reviews) | 8.4 (1757 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | Not enough data | 7.5 (109 reviews) | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | Not enough data | Not enough data | 7.5 (104 reviews) | 8.0 (1335 reviews) ✓ Verified | 

#### Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 7.5 (175 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | Not enough data | Not enough data | 7.8 (160 reviews) | 8.0 (1790 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 8.8 (214 reviews) ✓ Verified | 8.3 (1966 reviews) ✓ Verified | 
| **Integration** | Not enough data | Not enough data | 8.2 (175 reviews) ✓ Verified | 8.2 (1786 reviews) ✓ Verified | 
| **Reporting** | Not enough data | Not enough data | 8.2 (193 reviews) ✓ Verified | 7.9 (2391 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | Not enough data | 8.4 (207 reviews) ✓ Verified | 8.0 (2427 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | 9.1/10 | 110 |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Administration

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Database Management ** | Not enough data | 9.3 (80 reviews) | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | 9.1 (77 reviews) | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Feature Not Available | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Knowledge Base** | Not enough data | 9.5 (94 reviews) | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | 9.2 (88 reviews) | Not enough data | Not enough data | 
| **Analytics** | Not enough data | 9.0 (87 reviews) | Not enough data | Not enough data | 

#### Compliance

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Policies and Controls** | Not enough data | 9.1 (83 reviews) | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | 9.2 (79 reviews) | Not enough data | Not enough data | 
| **Compliance** | Not enough data | 9.3 (74 reviews) | Not enough data | Not enough data | 
| **Auditing** | Not enough data | 9.2 (71 reviews) | Not enough data | Not enough data | 

#### Customer Support

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Intelligent Search** | Not enough data | 9.2 (83 reviews) | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | 8.9 (81 reviews) | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | 8.9 (76 reviews) | Not enough data | Not enough data | 

#### Data Security

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Risk Data Attributes** | Not enough data | 9.0 (66 reviews) | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | 9.2 (72 reviews) | Not enough data | Not enough data | 
| **Access Management** | Not enough data | 9.4 (84 reviews) | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | 9.3 (75 reviews) | Not enough data | Not enough data | 

#### Administration

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Integrations** | Not enough data | 8.9 (77 reviews) | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 9.3 (95 reviews) | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | 9.3 (95 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Summarization** | Not enough data | 8.3 (31 reviews) | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 7.6/10 | 152 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 7.9 (149 reviews) | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 7.6 (143 reviews) | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 6.7 (141 reviews) | Not enough data | 

#### Design

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 7.9 (142 reviews) | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 7.3 (142 reviews) | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 8.0 (144 reviews) | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 8.2 (144 reviews) | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 7.8 (141 reviews) | Not enough data | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.1 (107 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.1 (105 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 889 |

#### Usability

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | Not enough data | 8.3 (664 reviews) | 
| **Supporting Documents** | Not enough data | Not enough data | Not enough data | 8.3 (661 reviews) | 
| **Two-Way Communication** | Not enough data | Not enough data | Not enough data | 8.4 (635 reviews) | 

#### Reporting

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | Not enough data | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | Not enough data | Not enough data | 8.2 (643 reviews) | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 8.4/10 | 621 |
| **Zendesk for Customer Service** | 8.1/10 | 413 |

#### Productivity Tools

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Notes** | Not enough data | Not enough data | 8.9 (571 reviews) | 8.5 (323 reviews) | 
| **Internal Discussion** | Not enough data | Not enough data | 8.7 (544 reviews) | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | Not enough data | 9.2 (574 reviews) | 8.4 (311 reviews) | 
| **Workflows** | Not enough data | Not enough data | 8.7 (502 reviews) | 8.4 (305 reviews) | 
| **Templates** | Not enough data | Not enough data | 8.7 (529 reviews) | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | Not enough data | 8.2 (445 reviews) | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | Not enough data | 9.1 (557 reviews) | 8.2 (343 reviews) | 

#### Analytics

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Trends** | Not enough data | Not enough data | 8.0 (432 reviews) | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | Not enough data | 8.3 (463 reviews) | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | Not enough data | 8.8 (499 reviews) | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.2 (24 reviews) | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.2 (24 reviews) | 7.4 (22 reviews) | 

### Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | 9.0/10 | 6 |
| **Document360** | 8.5/10 | 215 |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Knowledge Pages

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Templates** | 8.3 (6 reviews) | 8.5 (175 reviews) | Not enough data | Not enough data | 
| **In-Content Feedback** | 8.6 (6 reviews) | 8.6 (170 reviews) | Not enough data | Not enough data | 
| **Versioning and Version History** | 9.2 (6 reviews) | 8.9 (183 reviews) | Not enough data | Not enough data | 
| **Decision Trees** | Feature Not Available | 8.4 (149 reviews) | Not enough data | Not enough data | 
| **Duplicate Detection** | Not enough data | 7.8 (120 reviews) | Not enough data | Not enough data | 
| **Content Editor** | Not enough data | 8.8 (147 reviews) | Not enough data | Not enough data | 

#### Knowledge Dissemination

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Page Analytics** | 8.9 (6 reviews) | 8.7 (176 reviews) | Not enough data | Not enough data | 
| **Permissions** | 9.4 (6 reviews) | 9.1 (179 reviews) | Not enough data | Not enough data | 
| **Knowledge Sharing** | 9.2 (6 reviews) | 9.2 (179 reviews) | Not enough data | Not enough data | 
| **Notifications** | 9.4 (6 reviews) | 8.8 (176 reviews) | Not enough data | Not enough data | 
| **Advanced Search** | Not enough data | 8.5 (144 reviews) | Not enough data | Not enough data | 
| **Browser Extension** | Not enough data | 7.9 (116 reviews) | Not enough data | Not enough data | 
| **Organization** | Not enough data | 9.0 (148 reviews) | Not enough data | Not enough data | 
| **Other Integrations** | Not enough data | 8.2 (126 reviews) | Not enough data | Not enough data | 
| **Knowledge Integrations** | Not enough data | 8.2 (124 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Knowledge Base

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Adaptive Learning** | Not enough data | 8.1 (24 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.3 (24 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.2 (24 reviews) | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 88 |

#### Responses

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | Not enough data | 8.2 (62 reviews) | 
| **Route To Human** | Not enough data | Not enough data | Not enough data | 8.6 (70 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | 7.4 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 7.8 (26 reviews) | 
| **Lead Generation** | Not enough data | Not enough data | Not enough data | 7.5 (25 reviews) | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 7.8 (25 reviews) | 

#### Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | Not enough data | 8.2 (67 reviews) | 
| **Integration** | Not enough data | Not enough data | Not enough data | 8.2 (65 reviews) | 
| **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | 8.4 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 7.8 (24 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 7.4 (25 reviews) | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 7.4 (26 reviews) | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 7.5 (26 reviews) | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.6 (31 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 8.1 (30 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 612 |

#### Responses

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Customization** | Not enough data | Not enough data | Not enough data | 8.1 (467 reviews) | 
| **Control** | Not enough data | Not enough data | Not enough data | 8.1 (464 reviews) | 
| **Route To Human** | Not enough data | Not enough data | Not enough data | 8.3 (446 reviews) | 
| **Menu bars** | Not enough data | Not enough data | Not enough data | 8.1 (445 reviews) | 
| **Drip sequences** | Not enough data | Not enough data | Not enough data | 8.1 (354 reviews) | 

#### Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Live chat** | Not enough data | Not enough data | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 8.3 (471 reviews) | 
| **Branding** | Not enough data | Not enough data | Not enough data | 8.3 (462 reviews) | 
| **Analytics** | Not enough data | Not enough data | Not enough data | 8.2 (466 reviews) | 
| **A/B testing** | Not enough data | Not enough data | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Not enough data | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | Not enough data | Not enough data | 8.4 (454 reviews) | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 8.1 (112 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 8.2 (110 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 7.3/10 | 5 |
| **Zendesk for Customer Service** | 8.1/10 | 1095 |

#### Conversational Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | Not enough data | Not enough data | 8.3 (716 reviews) | 
| **Contextual Engagement** | Not enough data | Not enough data | Not enough data | 8.2 (682 reviews) | 
| **Proactive Engagement** | Not enough data | Not enough data | Not enough data | 8.2 (748 reviews) | 

#### Support Automation

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | Not enough data | 8.1 (712 reviews) | 
| **Seamless Escalation** | Not enough data | Not enough data | Not enough data | 8.3 (757 reviews) | 
| **Transcripts** | Not enough data | Not enough data | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | Not enough data | Not enough data | 7.3 (5 reviews) | 8.1 (790 reviews) | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.8 (203 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.8 (202 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 197 |

#### Messaging Channels

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | Not enough data | Not enough data | 9.0 (170 reviews) | 
| **Voice Messaging** | Not enough data | Not enough data | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | Not enough data | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Scheduling** | Not enough data | Not enough data | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | Not enough data | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | Not enough data | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 8.4 (143 reviews) | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 7.8/10 | 411 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Sorting & Filtering

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 8.1 (350 reviews) | Not enough data | 
| **Tags** | Not enough data | Not enough data | 8.8 (385 reviews) | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | 7.5 (330 reviews) | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | 8.0 (347 reviews) | Not enough data | 

#### Integrations

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 6.8 (286 reviews) | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | 9.3 (396 reviews) | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 7.1 (281 reviews) | Not enough data | 

#### Time Management

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 8.7 (351 reviews) | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 8.5 (344 reviews) | Not enough data | 
| **Snooze** | Not enough data | Not enough data | 8.0 (313 reviews) | Not enough data | 

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (204 reviews) | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 7.2 (199 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.4 (202 reviews) | Not enough data | 

#### Agentic AI - Email Management

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.2 (31 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.2 (32 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 112 |

#### Customer Support

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Text** | Not enough data | Not enough data | Not enough data | 8.1 (84 reviews) | 
| **Speech** | Not enough data | Not enough data | Not enough data | 7.5 (76 reviews) | 
| **Knowledge Base** | Not enough data | Not enough data | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | Not enough data | 8.1 (86 reviews) | 
| **Customization** | Not enough data | Not enough data | Not enough data | 8.2 (83 reviews) | 
| **Intelligent Routing** | Not enough data | Not enough data | Not enough data | 8.1 (83 reviews) | 

#### Artificial Intelligence

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Learning** | Not enough data | Not enough data | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | Not enough data | Not enough data | 7.6 (80 reviews) | 
| **Conversational AI** | Not enough data | Not enough data | Not enough data | 7.7 (85 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 6.5/10 | 213 |
| **Zendesk for Customer Service** | 8.3/10 | 2694 |

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.9 (206 reviews) | 
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | Feature Not Available | 

#### Communication

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | Not enough data | 8.6 (951 reviews) ✓ Verified | 
| **Notifications** | Not enough data | Not enough data | Not enough data | 8.5 (964 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | Not enough data | Not enough data | 8.1 (719 reviews) | 
| **In-App Messaging** | Not enough data | Not enough data | Not enough data | 8.5 (736 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Not enough data | Not enough data | 8.0 (520 reviews) | 

####  Internal Use

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Customization ** | Not enough data | Not enough data | 7.8 (160 reviews) | 8.0 (1790 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | Not enough data | Not enough data | 8.5 (847 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | Not enough data | Not enough data | 8.1 (649 reviews) | 
| **Knowledge Base** | Not enough data | Not enough data | Not enough data | 8.5 (897 reviews) | 
| **Team Inbox ** | Not enough data | Not enough data | Not enough data | 8.6 (828 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | Not enough data | Not enough data | 8.3 (847 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | 8.4/10 | 10 |
| **Document360** | 8.6/10 | 140 |
| **Hiver** | 8.4/10 | 8 |
| **Zendesk for Customer Service** | 8.2/10 | 1781 |

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Summarization** | Not enough data | 8.4 (48 reviews) | 8.6 (6 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Knowledge Base** | 9.4 (9 reviews) | 9.4 (127 reviews) | 8.6 (7 reviews) | 8.5 (1521 reviews) | 
| **Searchable Articles** | 8.8 (8 reviews) | 9.4 (125 reviews) | 8.3 (7 reviews) | 8.5 (1443 reviews) | 
| **Community Forums** | 7.1 (7 reviews) | Feature Not Available | 8.6 (7 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | Not enough data | 8.7 (73 reviews) | 8.3 (7 reviews) | 7.7 (647 reviews) | 
| **Personalization** | Not enough data | 8.8 (80 reviews) | 8.3 (7 reviews) | 8.0 (779 reviews) | 

#### Self-Service Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Branding** | Not enough data | 9.2 (82 reviews) | 8.6 (7 reviews) | 8.2 (829 reviews) | 
| **Automation** | Not enough data | 8.4 (74 reviews) | 8.6 (7 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | Not enough data | 8.4 (68 reviews) | 8.8 (7 reviews) | 7.7 (673 reviews) | 
| **Integrations** | Not enough data | 8.6 (72 reviews) | 8.8 (7 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.5 (10 reviews) | 8.6 (6 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (10 reviews) | 8.6 (6 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | Not enough data | 7.7 (10 reviews) | 8.3 (6 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (10 reviews) | 7.8 (6 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (10 reviews) | 7.8 (6 reviews) | 8.6 (61 reviews) | 
| **Proactive Assistance** | Not enough data | 8.2 (10 reviews) | 8.1 (6 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | Not enough data | 8.6 (11 reviews) | 8.3 (6 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 840 |

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.4 (77 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.5 (78 reviews) | 

#### Process

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Mentions** | Not enough data | Not enough data | Not enough data | 8.4 (563 reviews) | 
| **Tickets** | Not enough data | Not enough data | Not enough data | 9.1 (743 reviews) | 
| **Macros** | Not enough data | Not enough data | Not enough data | 8.8 (692 reviews) | 

#### Channels

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Email** | Not enough data | Not enough data | Not enough data | 9.0 (742 reviews) | 
| **Social** | Not enough data | Not enough data | Not enough data | 8.4 (586 reviews) | 
| **Live Chat** | Not enough data | Not enough data | Not enough data | 8.7 (565 reviews) | 
| **Phone** | Not enough data | Not enough data | Not enough data | 8.2 (486 reviews) | 
| **Text** | Not enough data | Not enough data | Not enough data | 8.3 (421 reviews) | 

#### Insight

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Surveys** | Not enough data | Not enough data | Not enough data | 8.1 (539 reviews) | 
| **Reporting** | Not enough data | Not enough data | Not enough data | 8.3 (647 reviews) | 
| **Visitor Activity** | Not enough data | Not enough data | Not enough data | 8.5 (562 reviews) | 
| **Help Desk** | Not enough data | Not enough data | Not enough data | 8.7 (666 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 9.0/10 | 5 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 9.0 (5 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 9.0 (5 reviews) | 7.7 (66 reviews) | 

### IT Documentation

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | 8.5/10 | 21 |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Management and Discovery - IT Documentation

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Search and Indexing** | Not enough data | 8.5 (21 reviews) | Not enough data | Not enough data | 
| **Version Control** | Not enough data | 8.4 (20 reviews) | Not enough data | Not enough data | 
| **Access and Permissions** | Not enough data | 9.0 (21 reviews) | Not enough data | Not enough data | 

#### Operations - IT Documentation

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Integrations** | Not enough data | 8.8 (20 reviews) | Not enough data | Not enough data | 
| **Automation** | Not enough data | 8.2 (20 reviews) | Not enough data | Not enough data | 
| **Reporting** | Not enough data | 8.2 (19 reviews) | Not enough data | Not enough data | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Document Processing** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Google Workspace Office Tools

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - Google Workspace Office Tools

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Google Workspace Communication Tools

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | 7.2/10 | 6 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - Google Workspace Communication Tools

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Cross-system Integration** | Not enough data | Not enough data | 7.2 (6 reviews) | Not enough data | 

### Knowledge Management

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Knowledge Base

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Q & A** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Link Sharing** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Searchable** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Security

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Verification** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Role-Based Permission** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Public vs Private** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Content

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Trackable Analytics** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Import** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **File Viewing** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Update Notifications** | Not enough data | Not enough data | Not enough data | Not enough data | 

#### Communication

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Social Features** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Tagging ** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Upload ** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Comments** | Not enough data | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 107 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | Not enough data | 8.4 (71 reviews) | 
| **Contextual Response Generation** | Not enough data | Not enough data | Not enough data | 8.1 (70 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | Not enough data | 8.3 (69 reviews) | 
| **Multilingual Support** | Not enough data | Not enough data | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | Not enough data | Not enough data | 8.3 (70 reviews) | 
| **Workflow Optimization** | Not enough data | Not enough data | Not enough data | 8.5 (69 reviews) | 

#### Automation

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 8.7 (73 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **ProProfs Knowledge Base Software** | N/A | N/A |
| **Document360** | N/A | N/A |
| **Hiver** | N/A | N/A |
| **Zendesk for Customer Service** | 9.5/10 | 22 |

#### Platform

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Customization ** | Not enough data | Not enough data | Not enough data | 9.6 (15 reviews) | 
| **Integration APIs** | Not enough data | Not enough data | Not enough data | 9.1 (13 reviews) | 
| **Internationalization** | Not enough data | Not enough data | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | Not enough data | Not enough data | 9.5 (11 reviews) | 
| **Performance** | Not enough data | Not enough data | Not enough data | 8.8 (10 reviews) | 
| **Mobility** | Not enough data | Not enough data | Not enough data | 9.0 (7 reviews) | 
| **Reporting** | Not enough data | Not enough data | Not enough data | 9.3 (10 reviews) | 
| **Dashboards** | Not enough data | Not enough data | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to ProProfs Knowledge Base Software (5):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace Office Tools ](https://www.g2.com/categories/google-workspace-office-tools), [Help Authoring Tools (HAT)](https://www.g2.com/categories/help-authoring-tool-hat), [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [IT Documentation Software](https://www.g2.com/categories/it-documentation)

**Unique to Document360 (4):** [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [IT Documentation Software](https://www.g2.com/categories/it-documentation), [Help Authoring Tools (HAT)](https://www.g2.com/categories/help-authoring-tool-hat), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base)

**Unique to Hiver (13):** [Email Management Software](https://www.g2.com/categories/email-management), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [Chatbots Software](https://www.g2.com/categories/chatbots)

**Unique to Zendesk for Customer Service (14):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Chatbots Software](https://www.g2.com/categories/chatbots), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | ProProfs Knowledge Base Software | Document360 | Hiver | Zendesk for Customer Service | 
|---|---|---|---|---|
| **Small-Business** | 43.3% | 40.3% | 66.9% | 40.9% | 
| **Mid-Market** | 46.7% | 47.8% | 27.2% | 45.7% | 
| **Enterprise** | 10.0% | 11.9% | 5.9% | 13.4% | 

### By Industry

#### ProProfs Knowledge Base Software

- **Information Technology and Services:** 20.0%
- **Marketing and Advertising:** 16.7%
- **Computer Software:** 16.7%
- **Education Management:** 6.7%
- **Textiles:** 3.3%
- **Telecommunications:** 3.3%
- **Logistics and Supply Chain:** 3.3%
- **Internet:** 3.3%
- **Health, Wellness and Fitness:** 3.3%
- **Graphic Design:** 3.3%
- **Other:** 20.0%

#### Document360

- **Computer Software:** 21.8%
- **Information Technology and Services:** 15.6%
- **Financial Services:** 5.1%
- **Computer & Network Security:** 4.9%
- **Marketing and Advertising:** 4.1%
- **Hospital & Health Care:** 3.5%
- **Telecommunications:** 3.3%
- **Logistics and Supply Chain:** 3.1%
- **Accounting:** 2.9%
- **Education Management:** 2.1%
- **Other:** 33.7%

#### Hiver

- **Computer Software:** 6.9%
- **Information Technology and Services:** 5.6%
- **Marketing and Advertising:** 5.5%
- **Accounting:** 4.8%
- **Financial Services:** 4.1%
- **Retail:** 3.8%
- **Leisure, Travel & Tourism:** 3.6%
- **Logistics and Supply Chain:** 3.5%
- **Real Estate:** 3.1%
- **Consumer Services:** 2.6%
- **Other:** 56.6%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.7%
- **Financial Services:** 5.8%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.1%

---
## Alternatives

### Alternatives to ProProfs Knowledge Base Software

- [Confluence](https://www.g2.com/products/confluence/reviews) — 4.1/5 stars (4353 reviews)
- [Guru](https://www.g2.com/products/guru/reviews) — 4.7/5 stars (2317 reviews)
- [MadCap Flare](https://www.g2.com/products/madcap-flare/reviews) — 4.4/5 stars (487 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Helpjuice](https://www.g2.com/products/helpjuice/reviews) — 4.7/5 stars (376 reviews)
- [Bloomfire](https://www.g2.com/products/bloomfire/reviews) — 4.6/5 stars (513 reviews)
- [Notion](https://www.g2.com/products/notion/reviews) — 4.6/5 stars (11895 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12423 reviews)

### Alternatives to Document360

- [Confluence](https://www.g2.com/products/confluence/reviews) — 4.1/5 stars (4353 reviews)
- [Guru](https://www.g2.com/products/guru/reviews) — 4.7/5 stars (2317 reviews)
- [Bloomfire](https://www.g2.com/products/bloomfire/reviews) — 4.6/5 stars (513 reviews)
- [Helpjuice](https://www.g2.com/products/helpjuice/reviews) — 4.7/5 stars (376 reviews)
- [MadCap Flare](https://www.g2.com/products/madcap-flare/reviews) — 4.4/5 stars (487 reviews)
- [Notion](https://www.g2.com/products/notion/reviews) — 4.6/5 stars (11895 reviews)
- [Archbee](https://www.g2.com/products/archbee/reviews) — 4.6/5 stars (118 reviews)
- [ClickHelp](https://www.g2.com/products/clickhelp/reviews) — 4.8/5 stars (65 reviews)
- [GitBook](https://www.g2.com/products/gitbook/reviews) — 4.8/5 stars (183 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12423 reviews)

### Alternatives to Hiver

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Gmelius](https://www.g2.com/products/gmelius/reviews) — 4.4/5 stars (776 reviews)
- [Missive](https://www.g2.com/products/missive/reviews) — 4.7/5 stars (830 reviews)
- [Drag](https://www.g2.com/products/drag/reviews) — 4.5/5 stars (261 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)

---
## Top Discussions

### ProProfs Knowledge Base Software

- Title: [How do I cancel my plan?](https://www.g2.com/discussions/how-do-i-cancel-my-plan) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "It's simple. Just email us at sales@proprofs.com"
- Title: [Can I change plans at any time?](https://www.g2.com/discussions/can-i-change-plans-at-any-time) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Simply email sales@proprofs.com"
- Title: [What types of payment do you accept?](https://www.g2.com/discussions/what-types-of-payment-do-you-accept-344fb290-31bc-4829-8002-32d6ae00041a) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Currently, we accept Visa, MasterCard, & American Express. We do not accept PayPal. For purchases over $1000, we can accept check payments for an additional..."
- Title: [How does the 30-day money back guarantee work?](https://www.g2.com/discussions/how-does-the-30-day-money-back-guarantee-work) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "If you cancel within 30 days of signing up, for any reason, you won't be charged a thing. We do not want your money unless you are truly happy with our..."
- Title: [Is my data safe & secure?](https://www.g2.com/discussions/is-my-data-safe-secure) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Absolutely, our state-of-the-art computer servers are hosted at a secure location that maintains multiple power feeds, fiber links, dedicated generators, &..."

### Document360

- Title: [What is Document360 used for?](https://www.g2.com/discussions/what-is-document360-used-for) — 1 comment
  > **Top comment:** "For creating Internal or external (customer-facing) documentation."
- Title: [What exciting feature are you going to include in next release.](https://www.g2.com/discussions/43090-what-exciting-feature-are-you-going-to-include-in-next-release) — 1 comment, 1 upvote
  > **Top comment:** "I have been using Document360 for the purpose of documenting various navigations tools etc that the end user to the company software can refer to at any..."
- Title: [Are there any No-code ways to do advanced personalisation.](https://www.g2.com/discussions/28153-are-there-any-no-code-ways-to-do-advanced-personalisation) — 1 comment
  > **Top comment:** "You don't need to use any custom CSS or JavaScript to build your online knowledge base using Document360. It's designed in a way, the editors can simply..."
- Title: [Is it possible to add custom features to the landing page, either as a new "drag and drop" or with HTML and JavaScript?](https://www.g2.com/discussions/28145-is-it-possible-to-add-custom-features-to-the-landing-page-either-as-a-new-drag-and-drop-or-with-html-and-javascript) — 1 comment, 1 upvote
  > **Top comment:** "You can add custom HTML content at the moment, we are also bringing more out of the box widgets like popular articles, recent articles, most searched..."
- Title: [What all API Integration tools document360 offer now?](https://www.g2.com/discussions/26770-what-all-api-integration-tools-document360-offer-now) — 1 comment, 1 upvote
  > **Top comment:** " Document360 makes it easy to generate an API token to use with other applications. You can integrate document360 with your favorite daily-use tools like..."

### Hiver

- Title: [How can i separate Hiver tickets from my own emails in Gmail?](https://www.g2.com/discussions/how-can-i-separate-hiver-tickets-from-my-own-emails-in-gmail) — 1 comment, 1 upvote
  > **Top comment:** "We just create a filter that auto archives anything in the Shared Inbox from Hiver so that those emails only show up in the Hiver folder. "
- Title: [Is there a way to make pending items show up in my hiver inbox? Right now, they are separate.](https://www.g2.com/discussions/33985-is-there-a-way-to-make-pending-items-show-up-in-my-hiver-inbox-right-now-they-are-separate) — 1 comment, 1 upvote
  > **Top comment:** "Hi Makisha, 
I am Pratibha from the Product team at Hiver. 

As of now, there's no way to show Pending conversations assigned to you in your Inbox. But I..."
- Title: [What is the future development direction for Hiver?](https://www.g2.com/discussions/27934-what-is-the-future-development-direction-for-hiver) — 1 comment
  > **Top comment:** "Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back..."

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 1 upvote
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/proprofs-knowledge-base-software-vs-document360-vs-hiver-vs-zendesk-for-customer-service)