# ProProfs Help Desk Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about ProProfs Help Desk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more.

Source: https://www.capterra.com/p/200141/ProProfs-Help-Desk

---

# 

 ProProfs Help Desk Software Review 2026: Features, Integrations, Pros & Cons

Last updated on April 14, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

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[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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

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)

## 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.

[4.4 (4,074)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting Price

$19.99

Other

Starting Price

$39

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.9 (14)

Ease Of Use

4.3 (3,598)

Value For Money

4.9 (14)

Value For Money

4.2 (2,652)

Customer Service

4.9 (14)

Customer Service

4.3 (2,762)

## ProProfs Help Desk alternatives

[4.5 (3,410)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

Highest Rated

[4.7 (1,754)](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

[4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Starting price

$20.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[4.5 (686)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/200141/ProProfs-Help-Desk/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

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

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

Multi-Channel Communication

5.0 (4)

0.00% of 4 reviewers that rated this feature as important or highly important

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

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

Interaction Tracking

5.0 (3)

0.00% of 3 reviewers that rated this feature as important or highly important

Track interaction history by documenting conversations for contacts

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

ProProfs Help Desk 44 features

Define levels of authorization for access to specific files or systems

System alerts about the need to escalate an issue or request

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Tools for the systematic analysis of various types of data or statistics

Application programming interface that allows for integration with other systems/databases

Tickets are automatically assigned to specific agents based on predefined rules

Create and automatically send premade copy in response to customer messages

Shortcuts for inputting frequently used messages

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Provide online support for your customers through live chat or help desk functionality

Add customized logos and colors to align with company branding

Alter the layout and content of reports

Pre-designed layouts that can be customized to match preferences and requirements

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Manage, store and organize emails within the system or via third-party apps

Pre-made examples and templates for emails

Managing service requests, incidents, IT issues & support with a ticketing system

Track interaction history by documenting conversations for contacts

Record and follow the progress of every issue

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Ability to chat online in real time

Templated responses for responding quickly to recurring support requests

Access software remotely via mobile devices

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Arrange tasks based on the level of priority or urgency

Plan and coordinate all the resources, costs and time needed to execute assignments

Analyze and gain insights into data in real-time

Engage in direct, instant messaging with customers, users, etc.

Active reporting of data and metrics

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Plan daily routes to optimize employee scheduling and provide directions

Online portal through which end users can access the system, manage tasks, or obtain information

Set and monitor service level agreements to ensure timely response and resolution

An email inbox that can be accessed and managed by multiple individuals

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Allow customers/users to submit support queries and service requests

Gauge satisfaction and receive information for improvement and success

Set up connections to third-party platforms to improve business processes

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

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.

AU

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.

AU

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

AU

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.

AU

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/)

Independent research methodology

Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

[Learn more](https://www.capterra.com/resources/proprietary-data-research/)

How Capterra verifies reviews

Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

[Learn more](https://www.capterra.com/resources/how-we-verify-reviews/)

How Capterra ensures transparency

Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website.

[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)