ProProfs Help Desk Review

PROS: ProProfs Help Desk has been a game changer for our business over the years. We really enjoy native integrations with live chat, knowledge base, and survey maker. This has allowed us to offer 360-degree support experiences and retain our customers.

CONS: Considering the price you are paying (roughly $10/agent/month), there is not any problem area that can really bother you. I will update you if I come across any serious limitations.

PROS: ProProfs Help Desk comes packed with many useful features and the shared inbox feature tops that list.

CONS: The tool has been nothing short of a miracle. No major complaints as of now. I will surely update you guys if I come across any serious limitations.

PROS: We started using ProProfs Help Desk as a replacement for our in-house ticketing system. The tool was recommended to us by many businesses who had lately adopted multiple ProProfs products. We use this tool to easily handle all our inbound and outbound email communications from one place.

CONS: ProProfs Help Desk lacks advanced reporting features. However, you can track basic help desk metrics such as resolution time, response time, agent ratings, and more.

PROS: ProProfs Help Desk allows our IT support team to track all incidents, requests, and complaints from a unified dashboard. You can conduct CSAT surveys to monitor the customer experience and gauge the daily, weekly, and monthly performance of your team.

CONS: There should be more ready-to-use templates for creating web forms and surveys.

PROS: ProProfs comes with really great automation features that are not offered by other tools that fall in the same price category. For instance, we have developed AI-powered chatbots to assist our audience 24x7. With the help of this feature, both our sales and support operations have improved drastically.

CONS: Honestly, nothing has been problematic per se. There could be more integration options with popular tools.

PROS: ProProfs comes with really great automation features that are not offered by other tools that fall in the same price category. For instance, we have developed AI-powered chatbots to assist our audience 24x7. With the help of this feature, both our sales and support operations have improved drastically.

CONS: Honestly, nothing has been problematic per se. There could be more integration options with popular tools.

PROS: ProProfs Help Desk gives my team multiple options to connect with website visitors, prospects, and existing customers. The live chat feature has worked wonders and allowed our agents to exceed their targets through upselling and cross-selling.

CONS: There are some popular tools used by our business that cannot be integrated with ProProfs Help Desk. We look forward to more integration facilities in the future.

PROS: We are a leading software company with a team of over a thousand employees operating from different parts of the globe. ProProfs Help Desk has allowed us to track all internal IT requests and issues in one place. The tool is quite simple to use and anyone can learn to submit or track issues in a matter of minutes.

CONS: The tool is still young and making gradual improvements. So far, we are super happy with all the features.

PROS: We are a leading software company with a team of over a thousand employees operating from different parts of the globe. ProProfs Help Desk has allowed us to track all internal IT requests and issues in one place. The tool is quite simple to use and anyone can learn to submit or track issues in a matter of minutes.

CONS: The tool is still young and making gradual improvements. So far, we are super happy with all the features.

PROS: An excellent part of using this software is that their team is always proactive to offer help and support. Whenever we had any issue, their team was always just a call away.

CONS: There is nothing really to dislike about a tool that you can get for as cheap as $10/agent/month. All other products are charging anywhere from 50% to 300% more.

PROS: The best aspect about using ProProfs Help Desk is that it can be seamlessly integrated with the CRM that we use - Salesforce. So this means that our agents can access the complete customer information and offer personalized assistance at scale.

CONS: We have not encountered any problem areas yet. I will update the readers soon on this.

PROS: Here are the best aspects of this product: Easy to use interface Includes ticketing, live chat, survey, knowledge base, and more Powerful reporting for support managers Incredible customization capabilities

CONS: There are not many integrations options available. However, we use Salesforce as our CRM tool and we have integrated it easily with ProProfs Help Desk.

PROS: The UI is great, the features are perfect, the reporting feature is a bit mediocre but gets the work done! This tool really helped me streamline the entire customer support process easily!!

CONS: Phone app is the upgrade I’m looking forward to in the future.

PROS: The fact that my agents can manage tickets without asking the admin to interfere is one of the best things to have happened after getting this ticketing software onboard. Ticket assignment becomes manageable thanks to the round-robin feature. Now we don’t have piles of tickets and agents don’t reach the point of burnout.

CONS: Since we’ve been using this ticketing tool for the past 5 months, it is early for us to say what’s problematic right now. Our experience so far has been smooth.

PROS: It is a very simple tool to use. Anyone will be able to navigate it withou much problem. But, at the same time it gives amazing complex features that allows us to serve our clients better.

CONS: It is a bit pricey compared to its competitors. The pricing model is also a bit hard to understand.

PROS: ProProfs is a great example of good pricing. A lot of popular help desk companies just charge you anything and take undue advantage of their market position. I bet ProProfs will be quite huge if it keeps innovating and keeps prices affordable like it currently has.

CONS: Everything is perfectly fine. Just can’t think of any major issue.

PROS: UI looks great and simple to use. I would be trying it and would want to compare it against other tools that are available in the market. The program makes it a breeze to add articles and videos to my coursework and automates the grading and certification process for me, saving me both time and energy.

CONS: There are too many limitations to customize the product from both a learning and branding perspective. Every ticket I submitted took 24-48 hours before I received a response. Not good.

PROS: Answering customer inquiries became easier. We were able to answer them faster and accurately. Now, we feel confident taht we can answer any sort of inquiry.

CONS: The reporting featue needs improvement.

PROS: Being a cloud-based tool, the ProProfs help desk can be easily accessed from any browser (We use Google Chrome as it’s comparatively easier to use). As long as you have an internet connection, you are good to go.

CONS: So far we have not witnessed any major drawbacks. We are getting regular security updates and data backups. So no complaints as of now.

PROS: I can easily respond to my clients using ProProfs Help Desk. Its internal knowledge base also allows the tool to give responses to customers. This reduces the waiting time of our customers.

CONS: I love this tool. It has only been very helpful for us.

PROS: The tool’s simple Gmail like design feels familiar but works in a better way. It gives a shared space where all our customer-facing emails come together, helping your agents to work collaboratively on customer issues. This simple design also makes it easy to track which agent is working on which tickets, the priority level of tickets, progress made on a ticket, and much more.

CONS: It is a decent tool, and we have had no issues working with it.

PROS: If I had to choose, the entire process automation technique used in ProProfs Help Desk is amazing. It makes ticket assignments really easy and fun. Also, collaborating with agents on tickets is not at all a hassle with this tool.

CONS: I have found no problems in proprofs help desk so far. It needs no installation or set up and works smoothly.

PROS: It allows easy collaboration between teams because of its inbox feature. This allows us to resolve tickets faster. The custom field feature is also very useful as it can get all the information I need.

CONS: It still needs to be integrated in social media.

PROS: With ProProfs, we are able to manage multiple customer service channels with ease. Our customers can use a variety of ways to reach us. For example, they can share their concerns over email, chat with us in real-time, or even raise a ticket on our help center. We have finally become a truly customer-centric company.

CONS: Honestly, there are no major problem areas. We are happy with all the features we can access with this tool.

PROS: It assignes tickets automatically, making it faster and easier to solve the inquiries. The auto-ticket assigning feature is also useful in tracking existing tickets.

CONS: I am satisfied with what it has to offer. I really have no complaints.

PROS: That my team and I get to collaborate with each other on tickets easily. We can leave notes for each other about how far we’ve progressed towards the solution.

CONS: I wish they had more integrations with this tool. It has a lot of potential once it becomes more compatible with other products.

PROS: We were able to resolve customer problems in no time. It also allows our agents to forward the inquiries to the team that's in-charge of that particular inquiry. As a result, resolving tickets became faster.

CONS: I have no complaints as this has proven to only be an amazing tool with amazing features.

PROS: I love how easy it is to use this tool for answering all customer questions! Tracking tickets is so easy and it’s great how I can ask my team members to help me out in resolving tickets. I can add internal notes and talk about what\'s the best way to answer a customers question - its great!

CONS: For me, the reporting feature can be a little better.

PROS: ProProfs Help Desk is perfect for keeping track of assigned and pending tickets, new tickets generated, and which agents are working on them. Besides, the tool helps in evaluating agents’ performance. Its powerful reporting system gives a sneak-peek into the average rating received by agents, pending tickets, and the total number of tickets resolved. This helped us gain a clear picture of how our customer support function is performing.

CONS: We didn’t face any issue that’s worth mentioning. The experience with the product was quite seamless.

PROS: It has automated responses and has a shared inbox feature. This allows our team to easily resolve tickets. I just love using ProProfs to manage client inquiries.

CONS: It is very user-friendly. I can't find any faults in it.

PROS: Proprofs help desk enables teams to collaborate, make internal notes and comments, and resolve tickets faster without missing on any. The customer support tool features parent-child ticketing system which is great.

CONS: I have found no problems in proprofs help desk so far. It needs no installation or set up and works smoothly.

PROS: I like the custom fields feature of Proprofs help desk, as my operators can gather the right amount of information from customers at one go. My operators have thus grown more efficient.

CONS: Right now, I find the product to be working perfectly fine. The company may take a call on the product developments in the future.

PROS: The best part about ProProfs Help Desk is the shared inbox feature. I can keep track of all the tickets and also send them forward to the right department easily! Another thing I love about this software is the issue tracker. Tracking tickets is so easy now!

CONS: I think the reporting feature can be a little better.

PROS: Shared inbox, issue tracking, and in-built survey are a few of the best aspects of the proprofs help desk. I cannot imagine my customer support team delivering an exceptional support experience without this ticketing system in place.

CONS: Till date, I have not found any problems with the product. It has been working wonders for my agents.

PROS: Shared inbox and canned responses are the key features of proprofs help desk. Its use has simplified the job of my agents. My customers now feel more delighted than before.

CONS: In my opinion, it\\\'s better if proprofs can come with the mobile app of its help desk product.

PROS: I have found proprofs help desk to be the best customer support software till date. It has played a crucial role in reducing support costs with less number of tickets generated. My agents can also save their time by not having to answer the same questions of customers.

CONS: There are none aspects in proprofs help desk that I find problematic.