Point AI at your help center, past tickets, and FAQs. Test before launch, step in anytime. Your help desk, your rules.
Agentic AI reads, decides, and closes the repetitive tickets on its own.
Long email threads distilled into a single crisp summary. Intent, mood, and urgency surfaced before your agent types a word.
AI reads the ticket and surfaces the right response before your agent has to think. Pick, tweak, send. Done.
Shift a response from clinical to warm and casual to professional in one click.
"Add the refund timeline." "Make it shorter." It listens, it rewrites.
AI flags tickets that can’t wait based on urgency, sentiment, and customer history, so your team can prioritize.
AI analyses your ticket data to surface recurring issues, peak load times, and team performance gaps. Ask AI a question and get an instant answer backed by your real data.
Leverage AI to generate ticket summaries and response suggestions for faster support.
Track and manage incoming support tickets on a single dashboard and never miss out on a ticket
Use pre-defined templates for email notifications
Customize agent availability settings and calculate the first response time of your staff
Break down parent tickets into a group of child tickets that can be worked on by different agents or teams
Maintain a spam-free inbox with consolidated spam-blocking intelligence.
Bookmark important tickets so they can be filtered easily when needed
Recover all your deleted tickets from the vault
Provide the ownership of tickets to multiple teams without losing track of a ticket’s progress
Export ticket conversations in PDF and ticket details in MS Excel
Convert emails into tickets and manage all support queries in one inbox.
Automate answers and handle FAQs instantly with smart AI-powered chatbots.
Provide 24/7 access to self-help resources for agents & customers.
Respond to Instagram DMs directly from your help desk dashboard.
Send and receive text messages to support customers right on their phones.
Engage website visitors in real time with proactive and personalized chat.
Let users raise tickets via customizable forms embedded on your website.
Support customers on WhatsApp while keeping all chats organized in one place.
Manage Facebook messages and comments without leaving your help desk.
Create teams and define their roles for effective management
Add private notes to tickets that are visible only to agents working on a particular ticket
View all tickets raised by customers in the past
Avoid multiple agents working on the same ticket accidentally
Assign roles such as Admin, Manager, and Staff to agents, and define their permissions
Allow agents to interact with colleagues via chat and resolve tickets collaboratively
Review ticket conversation & agent performance with reports
Attach images, docs, and links while replying on the ticket
Reduce tickets by up to 80% with the knowledge base
Set deadlines for ticket response and resolution based on different business hours
Chat with customers in real-time and answer their questions instantly
Send automated responses to customer tickets even before agents start working on them
Send automated email notifications to staff and customers on new ticket creation, ticket assignment, customer response, and more
Assign tickets automatically to agents using the round-robin algorithm
Share automated surveys with customers once a ticket is closed
Answer repeated questions easily and reduce response time via pre-formatted replies
Provide more details about a particular ticket and speed up the resolution process
Assign labels to tickets and define which category they belong to
Create filters and set conditions to prevent confusion among agents
Add your company logo to your help desk
Remove ‘Powered by ProProfs” from the ticket response
View customer ratings and evaluate agent performance accordingly
Track the time taken by agents to send the first response to customer tickets
Auto-generated reports to give you a clear picture of which fields the tickets belong to
Track the performance of your internal teams while they work on child tickets
Track total number of tickets raised by customers, tickets resolved & the ones pending
Track average customer ratings on tickets and measure customer satisfaction
Integrate with MS Dynamics and equip your agents to resolve tickets faster
Integrate with Salesforce CRM to eliminate communication gaps between your sales team and support staff
Provide instant answers to customer questions by integrating your help desk with ProProfs Chat
Integrate with ProProfs Knowledge Base to provide instant self-help support to customers
Integrate with ProProfs Survey and Qualaroo for in-the-moment, actionable insights
Train your customers and agents with ProProfs Training Maker
Works across browsers such as Chrome and Firefox
Works on both iOS and Android devices
Allow admins to control an agent’s help desk view
Simplify agent authentication process with single sign-on
Eliminate security gaps and ensure greater transparency and accountability
Enable IP restrictions to limit the access of your help desk to a few IP addresses
