--- title: "ProProfs Help Desk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about ProProfs Help Desk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/200141/ProProfs-Help-Desk/" page_type: "product" language: "en" --- # ProProfs Help Desk Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) ProProfs Help Desk ## What is ProProfs Help Desk? ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. ## What is ProProfs Help Desk used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Service Desk](https://www.capterra.com/service-desk-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 14 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $19.99 Per User, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for ProProfs Help Desk?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.proprofs.com&name=ProProfs Help Desk) ## ProProfs Help Desk Overview Updated August 2026 AI summary ProProfs Help Desk is a cloud-based solution for businesses of all sizes seeking to manage customer support, service requests, or internal inquiries. It covers help desk, customer service, and ITSM needs with features like ticket management, SLA tracking, automated routing, collaboration tools, analytics, and self-service options. Deployment spans web, desktop, and mobile platforms. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### ProProfs Help Desk 4.9 (14) VS. [4.5 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $19.99 Other Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.9 (14) Ease Of Use 4.5 (3,410) Value For Money 4.9 (14) Value For Money 4.4 (2,796) Customer Service 4.9 (14) Customer Service 4.5 (2,980) ## ProProfs Help Desk alternatives Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (191)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.7 (145)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars ## FAQs about ProProfs Help Desk Overview ### Which roles and teams benefit most from ProProfs Help Desk? ProProfs Help Desk is most used by customer support teams, founders, and department leaders who need to organize tickets, speed up responses, and monitor service performance. Marketing and content teams use it to manage inquiries efficiently, while educators and technical staff streamline internal support, user communication, and issue resolution. Answer based on 14 reviews Overview ### What company size and specific industries is ProProfs Help Desk built for? ProProfs Help Desk is designed for companies of all sizes, from startups to large enterprises, across every industry. It is suited for businesses in marketing, healthcare, customer support, and other sectors that need a help desk solution. Features and Usability ### What are the key features of ProProfs Help Desk? ProProfs Help Desk offers ticket management, shared inboxes, automated routing, and SLAs for support workflows. It also includes canned responses, autoresponders, live chat, chatbot, knowledge base management, and a self-service portal. Reporting features include analytics, real-time reporting, dashboards, and customizable reports. Pricing ### How much does it cost and what fees or limitations are included? ProProfs Help Desk starts at $19.99 per user per month for the Team (2+ Users) plan, billed annually at $239.88 per user. A free version and free trial are available. The plan includes API and Single Sign-On, Advanced Reports, Audit and Admin Controls, Multiple Inboxes, and integrations. Integrations ### Which third-party tools and platforms does ProProfs Help Desk integrate with? ProProfs Help Desk integrates with ProProfs Chat. Getting Started and Support ### What training and onboarding options does ProProfs Help Desk offer? ProProfs Help Desk provides in person training, documentation, and videos to help teams get started. In person training supports guided setup and direct instruction, documentation offers written reference material for self-paced learning, and videos provide visual walkthroughs of features and procedures. Getting Started and Support ### What customer support options does ProProfs Help Desk offer? ProProfs Help Desk provides email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live rep, and chat. No reviewer feedback about support quality, response times, or common frustrations is available in the catalog data, so the support experience cannot be assessed from user comments. ## Features AI summary Based on 5,070 Help Desk reviews Not all Help Desk products cover every priority buyers care about most. Here is what Capterra reviewers highlight as essential when choosing a solution: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) ProProfs Help Desk includes **Ticket Management** and **Service Level Agreement (SLA) Management**, so teams can organize support requests and track response commitments more consistently. However, it does not offer **Real-Time Notifications**. Instead, it provides other important features that reviewers also value, including **Access Controls/Permissions** (**37%**), **Reporting/Analytics** (**35%**), and **Alerts/Escalation** (**34%**). These features help businesses control user access, monitor support performance, and route urgent issues to the right people, allowing teams to maintain service quality and respond to customer needs more effectively. Ticket Management 4.8 (5) 0.00% of 5 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 4.5 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Access Controls/Permissions 5.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Reporting/Analytics 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 4.7 (3) 0.00% of 3 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Email Management 4.5 (4) 0.00% of 4 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps ProProfs Help Desk 44 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Autoresponders: Create and automatically send premade copy in response to customer messages - Canned Responses: Shortcuts for inputting frequently used messages - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Interaction Tracking: Track interaction history by documenting conversations for contacts - Issue Tracking: Record and follow the progress of every issue - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Reporting: Active reporting of data and metrics - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Routing: Plan daily routes to optimize employee scheduling and provide directions - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Shared Inboxes: An email inbox that can be accessed and managed by multiple individuals - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues --- Get Advice We can help you find the software with the features you need. Features 4.6 (14) 4.6 Based on 14 reviews ## Pricing Value for money 4.9 (14) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/200141/ProProfs-Help-Desk/pricing/) Single User (Free) $0.00 Team (2+ Users) $19.99 Per User,Per Month It includes: - Unlimited Tickets - Unlimited Ticket History - Multiple Inboxes - Multiple Departments & Teams - Audit & Admin Controls - Overdue Time - Internal Notes in Ticket - Roles & Permissions - Auto-Response - Canned Responses - Ticket Ratings - Ticket Routing - Child Tickets - Labels - Custom Fields & Filters - Advanced Reports - Business Hours - Bookmark - Vault - File Attachments - API & Single Sign-On - Integrations - Mobile App - Branding Value for money 4.9 (14) 4.9 Based on 14 reviews ## Integrations [ ProProfs Chat](https://www.capterra.com/p/162609/ProProfs-Chat/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.9 (14) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.9 (14) 4.9 Based on 14 reviews ## User reviews Overall rating 4.9 Based on 14 reviews Filter by rating 5(12) 4(2) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent AL Annex L. Digital Marketer Medical Practice ### "ProProfs Help has Impressive Customer Help " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 6, 2024 Pros ProProfs Help has made every customer discussion recorded and suitable, for companies, and users information is well collected. Cons ProProfs Help has impressive price range and operational assistance. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/) [Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) [Help Desk Migration](https://www.capterra.com/p/160609/Help-Desk-Migration/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GP Gestione P. Marketing Director Maritime ### "Fruitful Customer Help for Businesses" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 29, 2024 Pros ProProfs has made a profound step, where immediate help is swiftly issued to customers and there are proper marketing strategies. Cons ProProfs has nothing lowering the entire performance in managing businesses or clients. Switched from [Linked Helper 2](https://www.capterra.com/p/230521/Linked-Helper-2/) [SoftBCom Help Desk](https://www.capterra.com/p/253347/SoftBCom-Help-Desk/) [Help Desk Migration](https://www.capterra.com/p/160609/Help-Desk-Migration/) [HelpCrunch](https://www.capterra.com/p/225716/HelpCrunch/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Article Assistant Accounting ### "Meet your SLAs and delight customers" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 27, 2022 Prior to using ProProfs Help Desk software, everything was a big mess. Tickets remained pending for weeks or sometimes, even months. However, with solid ticket organization features and statuses, managers can track which tickets need the utmost attention. Pros The best part about using this tool is that we can easily track all our overdue tickets (tickets that have missed the ideal response time) in one place. This ensures that agents know which tickets to prioritize first so that the customer experience is not ruined. Cons The tool is great for startups and small businesses. We have not come across any major drawbacks yet. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SS Sugandh S. Marketing Head Information Technology and Services ### "The best investment we have made so far! " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 22, 2021 With ProProfs, our reporting has become way stronger now. As a customer service manager, I can easily analyze both agents’ as well as team performance. Just one glance and we can easily see how customers are rating their interactions with our team. This is really helpful because even if a company has a low ticket resolution time, it’s not of much help if the customer is unhappy. Pros We picked ProProfs Help Desk after using another vendor for around 3 years. We thought we were measuring agent performance and that was enough. However, ProProfs helped us realize that important help desk metrics such as average first response time, average ticket resolution time, etc. are great for measuring team performance. Cons We have been using this tool for the past 6 months now, and it has met our expectations on almost every occasion. No complaints as of now. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. IG Itisha G. SEO Executive Marketing and Advertising ### "One of the Top Help Desk Tools My Team Has Used." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 20, 2021 Really good tool and has been helping us take care of all the customer support requests even during these difficult times. Pros I like how it has made our customer support agents more proactive. We’ve not missed out on single sales for our business. If anything, it even has helped us stay on track and avoid missing out on the deadlines too. Cons Would appreciate it if the company could roll out the mobile app for this tool. Also, CRM integrations are missing. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Ashutosh P. Software Enginner Computer Software ### "I see a lot of potential in this young tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 October 7, 2021 Overall, the experience has been quite memorable. We are quite pleased to get some competitive functionalities at almost $10/agent/month. Our customer support operation has improved over the course of time and everything is in proper sync. Highly recommend this tool for small to mid-size businesses. Pros ProProfs Help Desk is quite young if you compare it to the likes of industry leaders like Zendesk or Freshdesk. However, the tool appears to be quite promising and I see it dominating the market in the near future. We are really happy with automation features such as automated ticket routing, chatbots, notifications, and more. Cons The tool offers some great features but misses out on social media (It’s still a work in progress). If capturing social media tickets is not on your agenda, you must give this tool a try. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Student Mentor E-Learning ### "Best ticket management tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 19, 2021 We got ProProfs Help desk before the pandemic and we are glad that we didn’t have to invest much with its use. If anything, we got to save some on the support process and managed a lot of customer queries easily with this ticketing system. Pros That it helps us manage all our customer-facing inboxes in one place. Since the time we’ve gotten it onboard we haven’t missed out on any customer request or complaints. It has helped us manage all incoming emails in one shared inbox structure. Cons When we started using ProProfs Help Desk, we started with its free plan. The only thing I regretted was that it didn’t have labels in the free plan. Obviously, after we shifted to the paid plan we did get access to the feature, but it would have been nice to have seen that feature in the free plan too. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MB Maya B. Customer Support Representative Computer Software ### "Take support to your table" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 January 11, 2021 Pros It's very easy to use and has great customer support! Cons I wish the deployment would be upgraded for ios users. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor January 22, 2021 Thanks for your views on ProProfs Help Desk AN Anonymous User Software Developer Computer Software ### "Great Tool for Monitoring Customer Service Operations" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 October 22, 2020 The experience so far with ProProfs Help Desk has indeed been a memorable one. We recommend this tool for businesses that wish to make data-driven decisions and improve their service quality. Pros Previously, we had a hard time keeping track of crucial data and everything was haywire. The best part about this software is that it offers great insights into our performance, both at an individual as well as team level. Our service manager can easily track the tickets resolved by an agent and also view rated tickets. Cons There has not been any major issue worth mentioning. Let's see how things unfold. Reasons for choosing ProProfs Help Desk Because its price plan is very cool and ProProfs help desk 15 days free trail. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor November 3, 2020 Thanks for sharing your views on ProProfs Help Desk. AN Anonymous User Founder Computer Software ### " “Gmail like interface makes it Unique”" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 10, 2020 Pros ProProfs is a perfect customer help desk software. I love their features: shared inbox, connect support systems, customer satisfaction survey. A customer satisfaction survey helps to identify how you can improve your customer support. Support agents' performance record makes it unique. Cons I don’t find enough integrations. Hopefully, they will bring more integrations in the near future. But overall, it’s a complete customer help desk system. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor October 19, 2020 Thank You for sharing your views on ProProfs Help Desk. [View all Reviews](https://www.capterra.com/p/200141/ProProfs-Help-Desk/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.