# ProProfs Help Desk Reviews **Vendor:** ProProfs **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 18 ## About ProProfs Help Desk ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals and teams. Tickets get resolved faster due to ticket prioritization, internal commenting and canned responses. Shared Inbox ProProfs helpdesk ticketing system enables managers and system administrators to efficiently manage customer-facing inboxes such as contact@, billing@, help@, support@, and sales@. Admin can assign tickets for faster resolution. Canned Responses Canned responses help agents to automatically communicate with their customers and also maintain brand consistency. Your customers don’t have to wait for an answer until the resolution of their queries. On the part of the agents, they don’t have to waste their time and energy in answering the same queries. Issue Tracking Tracking customer issues, requests, and bugs is a primary feature of ProProfs Help Desk system. Tickets are not missed, left unattended or, unresolved using this customer support tool. Reporting and Analytics ProProfs Help Desk comes integrated with a survey tool that enables businesses to capture customer feedback in real-time through customer and NPS (Net Promoter Score) surveys. The customer feedback helps to improve agent performance and customer experience. ProProfs Help Desk comes packed with other powerful features as well. ## ProProfs Help Desk Reviews ### 1. Their support team is super-friendly & always available! **Rating:** 4.5/5.0 stars **Reviewed by:** Saurabh A. | SEO Expert, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2022 **What do you like best about ProProfs Help Desk?** The best part of being associated with ProProfs is that they offer incredible support. Unlike other help desk companies that reply on self-service or email, you can call their team anytime and have a meaningful interaction. **What do you dislike about ProProfs Help Desk?** This tool is not a full-fledged ITSM tool. However, you can manage your basic IT ticketing needs with ease. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We have over 5 thousand customers based in the US alone. We are successfully managing all their queries, requests, and complaints using a single tool. Moreover, we can also share feedback surveys with them to understand our improvement areas. ### 2. Loaded with robust ticketing features **Rating:** 4.5/5.0 stars **Reviewed by:** Ashu R. | Senior SEO Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2022 **What do you like best about ProProfs Help Desk?** ProProfs Help Desk offers great features such as chatbots, ticket prioritization, shared inboxes, internal notes, reports, automated ticket assignment, and much more. In terms of features, this tool is a great bet. **What do you dislike about ProProfs Help Desk?** I am not much impressed with their integration options to third-party tools. This is something that needs to be improved. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We were looking for a feature-rich help desk tool that did not burn our pockets. Thankfully, with ProProfs, our agents can access all the features and quickly respond to customers. ### 3. Becomes 10X Powerful with Salesforce Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Ashutosh P. | Module Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2021 **What do you like best about ProProfs Help Desk?** Hands down the best part is that you can integrate ProProfs Help Desk with industry-leading CRM tools like Salesforce and MS Dynamics. Our marketing, sales, and customer service teams can collaborate easily and ensure that customers can have a consistent experience every time they interact with us. **What do you dislike about ProProfs Help Desk?** We are using this tool for over a year now. No major problems. The interface is quite simple and minimalistic. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Like I told you, our teams no longer have to write long, messy emails to communicate with each other. The CS and Sales teams can collaborate easily and make sure customers are always happy. ### 4. Manage More with Gmail like Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Ashish G. | Founder : Blink Click Media, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2021 **What do you like best about ProProfs Help Desk?** What really became a highlight for us with this product is its Gmail like interface. We finally integrated all our customer-facing emails with this email management system and it has become a point of reference for all of us as we can now track all the previous tickets and refer for future cases. **What do you dislike about ProProfs Help Desk?** Nothing so far. Hasn’t been 6 months yet with this tool yet. But so far so good for us. **Recommendations to others considering ProProfs Help Desk:** This is simply an amazing tool, and really easy to use. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We had a problem of missing out on customer requests and concerns. Then they ended up leaving more irate emails for us for not listening to them. Simply using a Gmail account doesn’t work for us. We learnt the hard way. So to never miss out on a customer request yet enjoy the benefits of a Gmail like interface, we decided to opt for this one and we’ve been quite satisfied till now. ### 5. Manage More with Gmail like Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Bratislav B. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2021 **What do you like best about ProProfs Help Desk?** The ability to manage all the emails from our customer-facing ids helps our agents answer them faster. It’s easy-to-use, Gmail-like interface helps agents maneuver from one ticket to another and make sure that no ticket goes unanswered. **What do you dislike about ProProfs Help Desk?** I was wondering if they could add in a merge ticket feature where I can merge multiple tickets from one customer about the same issue under one id. That would help multiple agents working on the same request too. And we can save time as well. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We’ve basically been able to tackle the real-time collaboration issue amidst our agents with the help of this ticketing software. Earlier, an agent had to open the ticket and see which teammate of his is working on it or if it has even been touched by others. However, that’s not the case anymore. We can see which agent is working on which ticket and pick those that are yet to be dealt with. ### 6. Great Tool for Monitoring Customer Service Operations! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2020 **What do you like best about ProProfs Help Desk?** The UI and the entire interface is really easy to understand. When I started working on my customer’s tickets, I could instantly adapt to the tool and answer all tickets easily. Tracking and closing tickets is efficient too. I also was amazed at their reporting feature - it gave me a lot of information that made it so easy to understand what each agent was doing wrong when giving customer support. **What do you dislike about ProProfs Help Desk?** They don’t have a mobile app for this tool, so I’d like to see that in the future. Also I found very few integrations in ProProfs Help Desk Software. **Recommendations to others considering ProProfs Help Desk:** Take the free-trial, it makes it easy to see if this tool will be ideal for your company. This helped me a lot! **What problems is ProProfs Help Desk solving and how is that benefiting you?** My team is more organized and knows which ticket needs to be taken up first. This way, our customers’ tickets were resolved instantly! That;s why I need Help desk software. ### 7. Perfect For Instant Ticket Resolution **Rating:** 4.5/5.0 stars **Reviewed by:** Prachi B. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2020 **What do you like best about ProProfs Help Desk?** Thanks to ProProfs Help Desk, my customer-facing team is now able to address customer concerns in minimum time. It brings all customer requests on a single platform, allowing agents to assign tickets to experts for a quick resolution. Before we started using this software, more than half of the work time of agents was spent in searching for relevant tickets. This has completely changed now, thanks to ProProfs Help Desk. **What do you dislike about ProProfs Help Desk?** It’s an amazing tool, so my expectations have increased even more. Hoping for new and better features to come soon. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Ticket resolution time has decreased considerably, and to be honest, I expected it. The seamless way tickets are now managed is way different than what it was before, thanks to ProProfs Help Desk. With a flawless ticket management system, my support team is able to handle customer requests with ease, work collaboratively, and make sure that customers are provided with accurate answers. ### 8. A Complete Help Desk All-Rounder **Rating:** 5.0/5.0 stars **Reviewed by:** Jordi O. | Consultor eCommerce / Amazon, ponente y formador, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2020 **What do you like best about ProProfs Help Desk?** The most striking feature about this tool is that it automatically assigns tickets to the right agents and teams, saving us a great deal of time and effort. Their auto-ticket assigning feature keeps track of the existing tickets lying with agents and allocates accordingly. **What do you dislike about ProProfs Help Desk?** What is least helpful about ProProfs Help Desk? What are the downsides of using ProProfs Help Desk? So far everything has been working just fine. No room for complaints. **Recommendations to others considering ProProfs Help Desk:** I would definitely recommend this tool to businesses that are having a hard time managing their customer support team and cluttered inboxes. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Initially, my team was facing an enormous challenge of replying to a long list of emails from customers. We are receiving anywhere from 100-250 emails every single day. The ProProfs’ help desk has made our lives easier by organizing all our customer-facing emails in a single platform. This has made sure that not a single ticket remains unnoticed or unresolved. ### 9. Powerful Tool for Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Muhammad A. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2020 **What do you like best about ProProfs Help Desk?** The best part about ProProfs Help Desk is canned responses and shared inbox. Both these features are amazing when it comes to managing tickets and providing prompt responses to customers. They save a lot of time and effort as managing and resolving tickets gets easier. **What do you dislike about ProProfs Help Desk?** The tool is quite user-friendly, so didn’t face any specific issues using it. **What problems is ProProfs Help Desk solving and how is that benefiting you?** ProProfs Help Desk is used to keep track of all customer requests coming from various communication channels. All customer-facing inboxes are consolidated on a single platform, where agents can assign, track, prioritize, label, and bookmark tickets. It’s made ticket management extremely easy, so now agents don’t get confused when faced with a large number of customer requests. ### 10. Everything you would expect from an omnichannel helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** David C. | Chief Marketing Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2020 **What do you like best about ProProfs Help Desk?** The complexity vs simplicity. Proprofs were able to include the whole support suite in one tool and yet they were able to keep it simple so even an average user would easily understand how to use the tool. **What do you dislike about ProProfs Help Desk?** When starting up, it takes a while to understand their pricing model. Once you add all the modules, it can get costy. When compared to competitors though, not that much. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Mailbox, email ticketing, knowledge base and partially live chat ### 11. The Best Help Desk Software I Have Ever Used **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2019 **What do you like best about ProProfs Help Desk?** I like Proprofs help desk as it has shared inbox feature that enables different teams of my organization to collaborate and resolve tickets faster. I am also pretty impressed with the custom field feature of this help desk ticketing software. My operators can fetch all the necessary information from the customers - all at the same time. **What do you dislike about ProProfs Help Desk?** I feel that this product is missing on the social media integration part. **Recommendations to others considering ProProfs Help Desk:** You should invest in proprofs help desk and choose the one that best suits your business needs. It is feature-rich and worth giving a try. In fact, it comes with a free trial. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We have been able to categorize, prioritize, label, assign, and resolve tickets. This was not happening before as we failed in effective ticket management. I believe it is critical to stay organized with smart workflow. We can now set up workflow rules around filters, service level agreements, and priorities. ### 12. ProProfs Help Desk is the help desk of the companies with the most user flow **Rating:** 4.5/5.0 stars **Reviewed by:** Oscar A. | Analista de soporte técnico, Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2019 **What do you like best about ProProfs Help Desk?** ProProfs Help Desk can combine several support channels and that is what I like most. I can use email and live chat at the same time. Another characteristic that I really like is that it has filters for spam messages, so that the ticket office is not difficult to visualize if it is filled with junk messages. In addition, it is available in different languages. **What do you dislike about ProProfs Help Desk?** The domain for emails comes by default from ProProfs and cannot be modified by that of our provider. Also, it would be great if the price to use the platform was by company and not by agent. **Recommendations to others considering ProProfs Help Desk:** My recommendation if you are looking for a support service that is not destabilized by the large flow of tickets you may have in your company, is that you choose ProProfs Help Desk. I define it with three words: easy, customizable and stable. **What problems is ProProfs Help Desk solving and how is that benefiting you?** We use ProProfs Help Desk to support customers through email and live chat. The main advantage is that the portal is easily configurable and the service has not been paused since its implementation, so I can say with propriety that the program is highly stable. On the other hand, it can be integrated with Slack to optimize messaging. ### 13. I Could Answer all Customer Questions Easily With ProProfs Help Desk! **Rating:** 5.0/5.0 stars **Reviewed by:** Allaine Myradel P. | Proprietor, Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2020 **What do you like best about ProProfs Help Desk?** Personally, I LOVE how I can reply to customers with this tool. It has an internal knowledge base & canned responses to answer customer questions. Saves a lot of my time and customer’s don’t wait for a reply for too long! **What do you dislike about ProProfs Help Desk?** I find the tool really helpful and haven't had any issues till now. **What problems is ProProfs Help Desk solving and how is that benefiting you?** It’s killed the time needed to get back to a customer. So, customer wait-time and support agent’s reply-time both are minimized. So, our team can address more issues in a timespan than before. ### 14. The Perfect Solution to Happy Customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2020 **What do you like best about ProProfs Help Desk?** ProProfs Help Desk made it so easy for me and my team to answer customer questions instantly and accurately. No matter what issue they came with, managing all the issues and answering them in-time feels like a breeze. **What do you dislike about ProProfs Help Desk?** For me, the reporting feature can be a little more advanced. **Recommendations to others considering ProProfs Help Desk:** The UI is great and easy to understand, so if you’re looking for a tool that doesn’t take too much time for your team to get used to - ProProfs Help Desk is a great choice. **What problems is ProProfs Help Desk solving and how is that benefiting you?** It really helped me streamline and manage the entire customer service process so efficiently. That’s one of the most important aspects my company couldn’t understand how to solve, but ProProfs Help Desk did the trick. ### 15. Work got almost 50% easier **Rating:** 4.5/5.0 stars **Reviewed by:** Cindy W. | Lead Generation Manager , Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2019 **What do you like best about ProProfs Help Desk?** I like the ticket prioritizing of the platform to help identify most critical issues first that may effect business productivity. I also like the shared inbox allowing me and my counter part team member share the responsibility or addressing agents tickets. I like the mobile interface and abilities along with built in training and ongoing support for users 24/7. **What do you dislike about ProProfs Help Desk?** I dislike the overall look as it seems to appear a bit out dated in some ways. I dislike the pricing it has because the price for 1 inbox with 1 or 2 users is the same for still only1 inbox but giving 3 users access. The only other thing I disliked was the backlog file only is maintained and kept for up to 6months and at times there is information back beyond 6 months that may be needed and relevant to a current issue. **Recommendations to others considering ProProfs Help Desk:** This is a must if you are looking for a better workplace environment with a solution that enhances and helps build teams through collaboration. Overall this platform has truly contributed to better agent performance with a more simplified and accurate approach to better customer service and response time. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Solving many problems but mainly reducing costs associated with customer and employee support and satisfaction by a more organized and accurate solution to support. Also enhanced agent training and performance by 33% within my organization. ### 16. An awesome addition to the proprofs Line **Rating:** 4.0/5.0 stars **Reviewed by:** Briana H. | Sales Developent Representative, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2019 **What do you like best about ProProfs Help Desk?** I like the idea that I now can have not only an internal ticket system for employees but also an organized customer ticket system. This system allows tickets to be relieved, reviewed and resolved within an acceptable time frame all while hello collaborative team building. **What do you dislike about ProProfs Help Desk?** The only thing I have learned that I dislike is proving structure. It has a separate pricing from the rest of the ProProfs products which although amazing caused it to be a not expensive as there had been no package proving provided to me. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Allowing support tickets to quickly be resolved creating trust from customers and employees. Helping with agent performance with easy to use and understand platform helping them to do their job easier and faster. ### 17. Awesome addition to the Proprofs fam **Rating:** 4.5/5.0 stars **Reviewed by:** Briana P. | Sales Development Representative, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2019 **What do you like best about ProProfs Help Desk?** I like to shared inbox so that it is not all falling on one person's plate of responsibility, instead any ticket can be viewed and resolved by anyone making things more teamwork oriented and collaborative. I also like the issue tracker so that at any time I can view and report on how long on average an issue would take o resolve. It also has a mobile option, issue prioritizing and already ready training modules for higher user adoption/. **What do you dislike about ProProfs Help Desk?** I think the only thing thus far I am not liking is the pricing structure as I feel that the free version offers the same level of access as the paid version of the team access only difference is 2 additional users are given access. My only other area of dislike with the product is the cloud only deployment. **Recommendations to others considering ProProfs Help Desk:** If there is any area of struggle with customer support I urge you to give Proprofs Help Desk a try as it truly simplifys management of all customer related focus. You can trust that any user will have the support as well as training from day 1 of using the platform with built in training increasing user adoption. In addition, team building will come naturally after beginning use of the product with shared inboxed and ongoing customizable surveys. It will definately be the most trusted within the company. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Many areas of business are solved with the product including customer support, money is saved with the reduction of time it now takes to resolve any issue or tend to a customer needs with the prioritization and faster ticket resolution. Also, it allows better moral as it assists with team building making it a much happier and encouraging work space. ### 18. Strong Helpdesk for everyone. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2019 **What do you like best about ProProfs Help Desk?** the simple layout with smooth color this is the best what I prefer. **What do you dislike about ProProfs Help Desk?** Its little tricky to integrate but if you have done with other helpdesk that be easy. **What problems is ProProfs Help Desk solving and how is that benefiting you?** Just an integration. ## ProProfs Help Desk Discussions - [What is ProProfs Help Desk used for?](https://www.g2.com/discussions/what-is-proprofs-help-desk-used-for) - [View ProProfs Help Desk pricing details and edition comparison](https://www.g2.com/products/proprofs-help-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-12+03%3A16%3A59+-0500&secure%5Bsession_id%5D=5db4676f-e7c1-481f-bc0b-32f27b8285ab&secure%5Btoken%5D=0a6c516f835f8d23a50432ef2014b1833d007c06a15653aa844b91a83a32297a&format=llm_user) ## ProProfs Help Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Analytics** - Trends - Performance Tracking - Email Tracking **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top ProProfs Help Desk Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,673 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,399 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,413 reviews)