ProProfs Help Desk Features

Explore help desk ticketing system features that give you everything you need to streamline ticket management, improve agent efficiency & deliver delightful customer support.

Streamline ticket management and delight your customers with instant responses. Bring all your customer-facing emails in a shared inbox. Monitor help desk ratings and keep track of agents’ performance via reports. Integrate with your favorite tools such as live chat and knowledge base to reduce tickets by up to 80%.

Ticket Management

Manage tickets seamlessly to deliver delightful customer support. Consolidate tickets in a shared inbox, route tickets to agents, export tickets, and much more.

Shared inboxes
Track and manage incoming support tickets on a single dashboard and never miss out on a ticket
Notification templates
Use pre-defined templates for email notifications
Business hours
Customize agent availability settings and calculate the first response time of your staff
Parent-child ticketing
Break down parent tickets into a group of child tickets that can be worked on by different agents or teams
Ticket export
Export ticket conversations in PDF and ticket details in MS Excel

Spam
Add spam email addresses to the spam list in your help desk so that tickets related to those emails don’t pop-up in your inbox
Bookmarks
Bookmark important tickets so they can be filtered easily when needed
Vault
Recover all your deleted tickets from the vault
Shared ownership
Provide the ownership of tickets to multiple teams without losing track of a ticket’s progress

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Team Management

Manage your team of agents and help them work collaboratively via private notes, internal chat, and more.

Create teams
Create teams and define their roles for effective management
Add private notes
Add private notes to tickets that are visible only to agents working on a particular ticket
Ticket history
View all tickets raised by customers in the past
Agent collision detection
Avoid multiple agents working on the same ticket accidentally

Roles & permissions
Assign roles such as Admin, Manager, and Staff to agents, and define their permissions
Internal chat
Allow agents to interact with colleagues via chat and resolve tickets collaboratively
Audit & admin control
Review ticket conversation & agent performance with reports

Multi-Channel Support

Access and manage all your customer-facing emails on a single dashboard.

Email
Turn email requests into tickets in your help desk
Chat
Answer customer questions via live chat or convert them into tickets for a quick resolution

Social media
Connect your company’s Twitter handle or Facebook page with your help desk and manage customer requests seamlessly
Website
Add a ticket form to your website and enable visitors to raise issues instantly

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Customer Support

Delight your customers with 24*7 self-help and real-time chat support. Capture customer details to provide customers with excellent experiences.

File transfer
Attach images, docs, and links while replying on the ticket
24*7 self-help
Reduce tickets by up to 80% with the knowledge base

SLA management
Set deadlines for ticket response and resolution based on different business hours
Real-time chat support
Chat with customers in real-time and answer their questions instantly

Help Desk Automation

Send automated responses and notifications to customers for instant support.

Auto response
Send automated responses to customer tickets even before agents start working on them
Automatic email notifications
Send automated email notifications to staff and customers on new ticket creation, ticket assignment, customer response, and more
Automatic ticket assignment
Assign tickets automatically to agents using the round-robin algorithm

Post ticket survey
Share automated surveys with customers once a ticket is closed
Shared canned responses
Answer repeated questions easily and reduce response time via pre-formatted replies

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Customization

Customize your help desk with your company branding. Add logos, custom fields, labels, and more.

Custom fields
Provide more details about a particular ticket and speed up the resolution process
Labels
Assign labels to tickets and define which category they belong to
Filters
Create filters and set conditions to prevent confusion among agents

Company logo
Add your company logo to your help desk
White label
Remove ‘Powered by ProProfs” from the ticket response

Reporting & Analytics

Help Desk software features list also comprises reports and analytics. Track agent performance, ticket volume, and customer satisfaction easily with advanced reports and analytics.

Agent performance evaluation
View customer ratings and evaluate agent performance accordingly
First response time reports
Track the time taken by agents to send the first response to customer tickets
Custom field reports
Auto-generated reports to give you a clear picture of which fields the tickets belong to

Child ticket reporting
Track the performance of your internal teams while they work on child tickets
Ticket volume trend
Track total number of tickets raised by customers, tickets resolved & the ones pending
Ticket ratings
Track average customer ratings on tickets and measure customer satisfaction

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Integrations

Features of help desk software also allow you to integrate your help desk with your favorite tools such as Knowledge Base, Live Chat, MS Dynamics, and Salesforce.

MS Dynamics
Integrate with MS Dynamics and equip your agents to resolve tickets faster

Salesforce
Integrate with Salesforce CRM to eliminate communication gaps between your sales team and support staff

Complete Support Suite

Live chat
Provide instant answers to customer questions by integrating your help desk with ProProfs Chat
Knowledge base
Integrate with ProProfs Knowledge Base to provide instant self-help support to customers

Survey Maker/Qualaroo
Integrate with ProProfs Survey and Qualaroo for in-the-moment, actionable insights
Training maker
Train your customers and agents with ProProfs Training Maker

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Anytime, Anywhere

Leverage ProProfs Help Desk features to empower your agents to resolve customer tickets anytime, anywhere.

Web app
Works across browsers such as Chrome and Firefox

Mobile app
Works on both iOS and Android devices

Security & Configurations

Keep your help desk system secure by restricting its access to a few individuals, enabling IP restrictions, and single sign-on.

Restrict access
Allow admins to control an agent’s help desk view
Single sign-on
Simplify agent authentication process with single sign-on

GDPR compliant
Eliminate security gaps and ensure greater transparency and accountability
IP restrictions
Enable IP restrictions to limit the access of your help desk to a few IP addresses