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 Inbox to Resolve Tickets Collaboratively
    Shared inboxes

    Track and manage incoming support tickets on a single dashboard and never miss out on a ticket

  • Notification templates for automated messages
    Notification templates

    Use pre-defined templates for email notifications

  • Agent availability settings
    Business hours

    Customize agent availability settings and calculate the first response time of your staff

  • Parent-Child Ticketing in ProProfs help desk
    Parent-child ticketing

    Break down parent tickets into a group of child tickets that can be worked on by different agents or teams

  • Export ticket conversations
    Ticket export

    Export ticket conversations in PDF and ticket details in MS Excel

  • Manage spam and unwanted email in help desk
    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

  • Bookmark important tickets in help desk software
    Bookmarks

    Bookmark important tickets so they can be filtered easily when needed

  • Recover a deleted Vault item
    Vault

    Recover all your deleted tickets from the vault

  • Shared ownership & control helpdesk agents access
    Shared ownership

    Provide the ownership of tickets to multiple teams without losing track of a ticket’s progress

Team Management

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

  • Create teams and define roles
    Create teams

    Create teams and define their roles for effective management

  • Add private notes on help desk tickets
    Add private notes

    Add private notes to tickets that are visible only to agents working on a particular ticket

  • View all ticket in helpdesk
    Ticket history

    View all tickets raised by customers in the past

  • Manage agent roles & responsibilities
    Agent collision detection

    Avoid multiple agents working on the same ticket accidentally

  • Agent Roles & Responsibilities in help desk
    Roles & permissions

    Assign roles such as Admin, Manager, and Staff to agents, and define their permissions

  • Internal chat features in help desk
    Internal chat

    Allow agents to interact with colleagues via chat and resolve tickets collaboratively

  • Audit ticket conversation & agent performance
    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.

  • Automatically convert email into help desk tickets
    Email

    Turn email requests into tickets in your help desk

  • Quick answer to customer via live chat
    Chat

    Answer customer questions via live chat or convert them into tickets for a quick resolution

  • Add social media for manage customer requests seamlessly
    Social media

    Connect your company’s Twitter handle or Facebook page with your help desk and manage customer requests seamlessly

  • Add a ticket form to your website
    Website

    Add a ticket form to your website and enable visitors to raise issues instantly

Customer Support

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

  • Add attachments and notes to a ticket response
    File transfer

    Attach images, docs, and links while replying on the ticket

  • 24*7 self-help in help desk
    24*7 self-help

    Reduce tickets by up to 80% with the knowledge base

  • SLA management for delightful customer support
    SLA management

    Set deadlines for ticket response and resolution based on different business hours

  • Real-time chat support in helpdesk software
    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.

  • Automated responses to customer tickets
    Auto response

    Send automated responses to customer tickets even before agents start working on them

  • Automatic email notifications feature in help desk
    Automatic email notifications

    Send automated email notifications to staff and customers on new ticket creation, ticket assignment, customer response, and more

  • Automatic ticket assignment feature in help desk
    Automatic ticket assignment

    Assign tickets automatically to agents using the round-robin algorithm

  • Post ticket survey in help desk
    Post ticket survey

    Share automated surveys with customers once a ticket is closed

  • Create canned responses in help desk
    Shared canned responses

    Answer repeated questions easily and reduce response time via pre-formatted replies

Customization

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

  • Custom fields for faster resolution process
    Custom fields

    Provide more details about a particular ticket and speed up the resolution process

  • Set labels for manage tickets in help desk
    Labels

    Assign labels to tickets and define which category they belong to

  • Create filters and set conditions
    Filters

    Create filters and set conditions to prevent confusion among agents

  • Add company logo in help desk
    Company logo

    Add your company logo to your help desk

  • Remove help desk brand name in tickets
    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 help desk feature
    Agent performance evaluation

    View customer ratings and evaluate agent performance accordingly

  • Track agents for quick responce to customer
    First response time reports

    Track the time taken by agents to send the first response to customer tickets

  • Auto-generated reports in help desk
    Custom field reports

    Auto-generated reports to give you a clear picture of which fields the tickets belong to

  • Track child ticket reporting in help desk
    Child ticket reporting

    Track the performance of your internal teams while they work on child tickets

  • Track customer ticket volume trend
    Ticket volume trend

    Track total number of tickets raised by customers, tickets resolved & the ones pending

  • Track average customer ratings
    Ticket ratings

    Track average customer ratings on tickets and measure customer satisfaction

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 Integration with help desk
    MS Dynamics

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

  • Salesforce Integration with helpdesk software
    Salesforce

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

Complete Support Suite

Anytime, Anywhere

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

  • Web app for empower your agents
    Web app

    Works across browsers such as Chrome and Firefox

  • Mobile app for resolve customer tickets faster
    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 for admins in help desk
    Restrict access

    Allow admins to control an agent’s help desk view

  • Simplify agent authentication process
    Single sign-on

    Simplify agent authentication process with single sign-on

  • GDPR compliant
    GDPR compliant

    Eliminate security gaps and ensure greater transparency and accountability

  • IP restrictions in help desk software
    IP restrictions

    Enable IP restrictions to limit the access of your help desk to a few IP addresses

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