ProProfs Help Desk

Pros: ProProfs Help Desk has allowed us to automate up to 80% of our customer service tasks and duties. Earlier, agents had to manually pick tickets for themselves, but not anymore. Similarly, we can create canned responses for order confirmations, return requests, etc., to offer faster and consistent replies.

Cons: We don’t have any complaints about this tool as it comes packed with powerful automation features.

Overall: ProProfs Help Desk is an affordable tool that offers breathtaking features at this price point. I don’t think any other tool even comes close to it at this pricing range. Highly recommend it to small to mid-sized businesses that wish to offer top-notch service.

Pros: The simplicity is what I love and cherish about ProProfs Help Desk. My team has experimented with multiple other platforms, but none of them were comfortable for us and user-friendly. As soon as I log in to my help desk platform, I know exactly which tickets demand immediate action and must be resolved first.

Cons: The tool offers multiple reporting metrics, such as first response time, ticket resolution time, etc. However, I feel there should be a separate section for advanced reporting and analytics.

Overall: We've been using this for a long time now, almost 2 years, I reckon. I can say without a doubt that I never had a hiccup. In addition, their customer service team is super friendly and always asks us for improvement areas. Cheers to the ProProfs team!

Pros: The complete set of features and capabilities that ProProfs Help Desk offers allows us to organize all our customer service conversations easily. One of my favorite features is the "Canned responses" feature which allows me to respond to common customer questions in seconds.

Cons: There is not much that I dislike about this tool, to be honest. However, integration options are quite limited, which can be a point of concern for some companies.

Overall: ProProfs is a simple tool that brings extraordinary features to the table. In addition, their customer service is one of the best in the industry. Once they announce any new feature or change in the system, they help me in every aspect to understand the feature and implement the setup correctly. Awesome support!

Pros: ProProfs Help Desk allows our team to offer support on the move with a dedicated mobile app. The app is quite light, includes all the major features, and can be accessed via any smartphone.

Cons: As per my recent conversation with the ProProfs team, the app for iOS users is still a work in progress and will be launched soon.

Overall: As a member of an electronic company’s support team, we have 25+ field service agents who are always working from different sites. The mobile app allows agents to get automated alerts, respond to customers, and gain better clarity on their daily tasks.

Pros: ProProfs is one such brand that is known for its awesome support. One of my business friends recommended this tool to me and said you will love how they treat you. And that has been exactly the case. Their team is super friendly and keeps sharing how they are improving or what new features they are working on.

Cons: I would love to see more integration options with team collaboration tools such as Slack, MS Teams, or WhatsApp.

Overall: A great brand is known for its customer service. ProProfs Help Desk might be a young tool in the market dominated by key players, it still has impressed us with its robust features such as chatbots, automated surveys, agents roles, shared inbox, and more. Highly recommended!

Pros: ProProfs Help Desk has been our esteemed support partner for more than a year now. The tool has helped us save time, money, and increase customer satisfaction by 23% in the last couple of months. We have created chatbots for our website that can help customers with their basic questions related to pricing, returns, and more.

Cons: We have not found any major drawbacks with this tool. Whenever something goes wrong, we can simply browse through their help center or contact their support team in seconds.

Overall: ProProfs’ automation capabilities make it a step ahead of its competitors. For instance, we can automatically distribute tickets among our service reps and share automated email notifications with customers. The chatbot feature has also been a lifesaver. Thanks to the team at ProProfs!!

Pros: 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.

Cons: 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.

Overall: If you are looking for a ticketing software that helps you collaborate and manage support tickets better, then I’d say that ProProfs Help Desk is your best call in the market.

Pros: The shared inbox is a life saver. This feature is amazing, it lets you collaborate with your entire team and assign tickets to the relevant agent. You can also prioritize, label, organize, and add internal notes to the tickets - this way, you can make sure that all teams know what needs to be done. Helps a lot in resolving tickets faster!

Cons: Nothing as such. Every feature works really well and very useful.

Overall: Teams are more informed about the process and can communicate among teams easily as compared to before we started using this tool.