1. [Home](https://www.g2.com/) 2. ... 3. [Help Desk Software](https://www.g2.com/categories/help-desk) 4. [ProProfs Help Desk Discussions](https://www.g2.com/products/proprofs-help-desk/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_4c7c8dd64dfbc5e45f703c130e7a8aa9/proprofs-help-desk.png "Product Avatar Image") ](/products/proprofs-help-desk/reviews) [ ProProfs Help Desk ](/products/proprofs-help-desk/reviews) (19)4.7/5 ProProfs Help Desk is an AI help desk for shared inboxes, ticket workflow automation, and scaling support teams. It is easy-to-use help desk software for teams moving off cluttered inboxes or looking to replace a heavier ticketing system. Teams use it to centralize customer emails into a shared inbox, automate routing and prioritization, and resolve tickets faster with AI drafting and categorization built into the workflow. 🎯 Popular use cases: • Shared inbox for team-wide email ticketing • Omnichannel support across email, live chat, and web forms • Ticket automation and workflow routing for growing teams • Customer satisfaction tracking and CSAT reporting • Internal help desk for IT and cross-team support requests 🎫 AI Help Desk: built into every stage of the ticket AI in ProProfs Help Desk isn't a bolt-on; it works across the ticket lifecycle from the moment a message lands to the moment it's resolved: • AI Ticket Router: Reads incoming tickets and assigns them to the right agent automatically, so nothing sits unclaimed in a shared inbox • AI Reply Drafter: Generates a first-response suggestion the moment a ticket lands, so agents edit and send instead of starting from a blank box • AI Ticket Categorizer: Tags and sorts tickets by topic and intent automatically, cutting out manual triage before an agent even opens them • AI Tone Rewriter: Adjusts a drafted reply's tone before it's sent, so agents can soften, formalize, or simplify a response in one click • AI Sentiment Detector: Flags frustrated or urgent customers based on message tone, so escalations get priority instead of sitting in the queue order • AI Resolution Engine: Resolves a majority of routine tickets end-to-end on higher plans, escalating only what genuinely needs a human agent ✨ Everything else you'd expect from a modern help desk: • Unlimited inboxes with tags, labels, and advanced search • Canned responses and file attachments for faster replies • Custom ticket forms and business hours configuration • Merge and bulk ticket operations • Built-in Knowledge Base integration for ticket deflection • Live Chat integration that turns missed chats into tickets automatically • API, SSO/SAML, and 40+ integrations on higher plans • Advanced reporting, CSAT tracking, and performance dashboards Whether the goal is keeping a small support team organized in one inbox or running an AI-first operation that resolves most tickets before an agent ever sees them, ProProfs Help Desk brings ticketing, automation, and self-service together in one platform. Show More * * * ### 94.0 Nps Score Already have ProProfs Help Desk? ### All ProProfs Help Desk Discussions Search Most CommentedMost HelpfulCommon QuestionsNewest All DiscussionsDiscussions with CommentsCommon QuestionsDiscussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Common Questions Newest Filter by All Discussions Discussions with Comments Common Questions Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • about 3 years ago More Options - [ # What is ProProfs Help Desk used for? ](/discussions/what-is-proprofs-help-desk-used-for) What is ProProfs Help Desk used for? 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