Home  â€ş   Blog   â€ş  ProProfs Editorial Team
ProProfs Editorial Team

Author

ProProfs Editorial Team

Customer Service & CX Specialists |

ProProfs Help Desk Editorial Team is a passionate group of customer service experts dedicated to improving your help desk operations with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.

Articles by ProProfs Editorial Team

The Only Helpdesk Buying Checklist You Will Need in 2026

Written by , Customer Service & CX Specialists Updated: 27 Aug, 2026
Buying support software should be simple. Somehow, it never is. You start with a Google search, end up on six pricing pages, and forty-five minutes later you are still not sure if you need a help desk, a “shared inbox,” or the CRM your sales team keeps mentioning in meetings. Vendors do not make it...
Read More

How to Calculate CSAT Score: The Formula, Examples & Tips That Actually Work

Written by , Customer Service & CX Specialists Updated: 27 Aug, 2026
If you’ve ever closed a support ticket and wondered whether the customer actually walked away happy, that’s exactly what CSAT is built to answer. It’s one of the simplest metrics in customer support, but a lot of teams still get the math wrong or track it inconsistently, which makes the number useless for decision-making. This...
Read More

Help Desk ROI: The Formula, Metrics & Full Guide

Written by , Customer Service & CX Specialists Updated: 30 Jul, 2026
Help desk ROI measures the financial return a company gets from its help desk software compared to what it spends on it. It’s calculated by comparing the value gained (time saved, tickets resolved, agents freed up) against the total cost of the tool. A positive ROI means the software pays for itself. Help desk ROI...
Read More

7 Best SupportPal Alternatives & Competitors in 2026 (Compared)

Written by , Customer Service & CX Specialists Updated: 17 Aug, 2026
If you’re comparing SupportPal alternatives, you’re probably running into one of two walls: the self-hosted setup is starting to feel like a part-time job, or you want AI baked into your ticketing system instead of bolted on later. Either way, you’re in the right place. SupportPal does a good job as a flat-rate, self-hosted help...
Read More

10 Best Free Ticketing Systems in 2026 (Only Free Plans Included)

Written by , Customer Service & CX Specialists Updated: 3 Aug, 2026
Almost every second day, a business owner asks me this: “Can we get started with a solid ticketing system without spending a dime?” The answer, thankfully, is yes, and there are plenty of free ticketing systems available than ever. But here’s the thing: not all free ticketing systems are created equal. Some offer genuinely useful...
Read More

Internal and External Customer Service: Key Differences, Best Practices & How to Manage Both

Written by , Customer Service & CX Specialists Updated: 10 Aug, 2026
I’ve spent over a decade helping companies fix their customer service operations, and here’s the pattern I keep seeing: when it comes to internal and external customer service, businesses that consistently fail their external customers almost always have a broken internal service culture first. The clearest example? A SaaS company I worked with had skilled...
Read More