ProProfs Help Desk Reviews & Product Details

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.

Seller

ProProfs

Discussions

ProProfs Help Desk Community

Languages Supported

English

Overview by

Tim Klausner (Program Manager - ProProfs Marketplace)

Pricing

Pricing provided by ProProfs Help Desk.

Free Plan

Free

1 Agent With One-Time Purchase

Essentials

$19.99

1 Agent Per Month

View More Pricing Information

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User Insights

Average based on 19 real user reviews.

Typical contract price

$0k - $0k

Per Month

ProProfs Help Desk Integrations

(1)

Integration information sourced from real user reviews.

G2 reviews are authentic and verified.

Here's how.

David C.

Chief Marketing Officer

Small-Business (50 or fewer emp.)

4/27/2020

"Everything you would expect from an omnichannel helpdesk"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Business Supplies and Equipment

Mid-Market (51-1000 emp.)

11/15/2019

"The Best Help Desk Software I Have Ever Used"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about ProProfs Help Desk?

I feel that this product is missing on the social media integration part. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Oscar A.

Analista de soporte técnico

Small-Business (50 or fewer emp.)

8/23/2019

"ProProfs Help Desk is the help desk of the companies with the most user flow"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Allaine Myradel P.

Proprietor

Small-Business (50 or fewer emp.)

2/21/2020

"I Could Answer all Customer Questions Easily With ProProfs Help Desk!"

5/5

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! Review collected by and hosted on G2.com.

What do you dislike about ProProfs Help Desk?

I find the tool really helpful and haven't had any issues till now. Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

1/29/2020

"The Perfect Solution to Happy Customers!"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about ProProfs Help Desk?

For me, the reporting feature can be a little more advanced. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Cindy W.

Lead Generation Manager

Marketing and Advertising

Small-Business (50 or fewer emp.)

4/11/2019

"Work got almost 50% easier"

4.5/5

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 affect business productivity. I also like the shared inbox allowing me and my counterpart team member to share the responsibility of addressing agents' tickets. I like the mobile interface and abilities along with built-in training and ongoing support for users 24/7. Review collected by and hosted on G2.com.

What do you dislike about ProProfs Help Desk?

I dislike the overall look as it seems to appear a bit outdated 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 only 1 inbox but giving 3 users access. The only other thing I disliked was the backlog file only is maintained and kept for up to 6 months and at times there is information back beyond 6 months that may be needed and relevant to a current issue. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Briana H.

Sales Developent Representative

Telecommunications

Small-Business (50 or fewer emp.)

3/21/2019

"An awesome addition to the proprofs Line"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Briana P.

Sales Development Representative

Marketing and Advertising

Small-Business (50 or fewer emp.)

3/21/2019

"Awesome addition to the Proprofs fam"

4.5/5

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/. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.