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User review
of ProProfs Help Desk
Best ticket management software!
-
by Margaret Malone
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
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!
What aspects are problematic or could work better?
I think the reporting feature can be a little better.
What features/services would you like to see in future versions of this product?
Time tracking feature
What specific problems in your company were solved by this product?
My support team took a lot of time in resolving tickets, and it was affecting our business as customers were not satisfied with our support services. With ProProfs Help Desk, it became easier to track tickets and, so, resolving them was very easy!
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I use it myself
How long have you been using this product?
Less than 1 month
COMPANY DETAILS
What is your company size?
1-10 Employees
What is your industry?
Accounting
USAGE & IMPLEMENTATION
How long did it take to set up this product?
less than 1 hour
How many people in your company actively use this product?
just me
EFFECT ON BUSINESS GOALS:
How did using this product affect your business goals?
- It enabled businesses to provide their customer and potential clients with quick and reliable access to support and information.
PRICING & COSTS
What was the cost of implementing this product?
There is no cost of implementing ProProfs Help Desk. It comes with zero cost for installation/set up.
What is your total annual cost for using this product?
I have taken the Team plan so I pay an annual fee of 39$ for using ProProfs Help Desk. You can choose from the variety of plans available for this product, pay at one time, and enjoy the benefits.
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
As far as I remember, you get a discount of $10 on yearly plans of ProProfs Help Desk.
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database amazing
5
Customer Notes with Alerts amazing
5
Customer Distress amazing
5
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone amazing
5
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums amazing
5
Form Embed amazing
5
Wiki amazing
5
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page amazing
5
Visual Support amazing
5
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates amazing
5
Advanced Custom Reports amazing
5
Customizable Dashboards amazing
5
