Help Desk Features To Resolve Tickets 3x Faster

From shared inbox to automation to reports - everything your support team needs to delight customers

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 That Lets Nothing Slip Through

Never lose track of a customer issue - consolidate, route, and manage every ticket from one place.

AI Help Desk
Leverage AI to generate ticket summaries and response suggestions for faster support.
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

Spam
Maintain a spam-free inbox with consolidated spam-blocking intelligence.
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
Ticket export
Export ticket conversations in PDF and ticket details in MS Excel

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Omnichannel Support From One Unified Inbox

Your customers reach out everywhere. Meet them there and respond from one place.

Email
Convert emails into tickets and manage all support queries in one inbox.
AI Chatbot
Automate answers and handle FAQs instantly with smart AI-powered chatbots.
Knowledge Base
Provide 24/7 access to self-help resources for agents & customers.
Instagram
Respond to Instagram DMs directly from your help desk dashboard.
SMS
Send and receive text messages to support customers right on their phones.

Chat
Engage website visitors in real time with proactive and personalized chat.
Ticket Forms
Let users raise tickets via customizable forms embedded on your website.
WhatsApp
Support customers on WhatsApp while keeping all chats organized in one place.
Facebook
Manage Facebook messages and comments without leaving your help desk.

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Team Management That Keeps Agents Coordinated

Give your agents the tools to stay in sync, avoid stepping on each other, and close tickets faster together.

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

Customer Support That's Faster, Around the Clock

Help customers find answers on their own or reach a live agent instantly - whichever they need, whenever they need it.

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 for Replies That Run Themselves

Stop doing manually what your help desk can handle on its own.

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 That Makes It Yours

Make the help desk feel like yours - from your logo to your workflow.

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 That Show How Your Team Performs

See exactly how your team is performing and where customers are getting stuck.

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 That Connect Support With Your CRM

Connect your help desk to the tools your team already depends on.

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

A Complete Support Suite With Chat, Self-Help & Training Built In

Everything your support team needs - live chat, self-help, surveys, and training - all working together.

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 Support From Any Device

Your agents should be able to support customers whether they're at their desk or on the move.

Web app
Works across browsers such as Chrome and Firefox

Mobile app
Works on both iOS and Android devices

Security & Configurations That Keep You Compliant

Control who gets in, what they see, and how they sign in - without compromising your team's workflow.

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

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Press & Ratings That Show Why Teams Trust Us

Trusted by teams worldwide and recognized by the publications that cover the best in business software.

ProProfs Help Desk Software Capterra Review

ProProfs Help Desk Software SoftwareSuggest Review

ProProfs Help Desk Software FinancesOnline Review

ProProfs Help Desk Software G2Crowd Review

ProProfs Help Desk Software SaaSGenius Review

ProProfs Help Desk Software CrozDesk Review

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