ProProfs Help Desk

Seamlessly handle customer issues by consolidating, routing, exporting, and tracking support tickets from various sources.

Utilizes artificial intelligence to generate ticket summaries and suggest responses, speeding up support processes.

Provides a single, unified dashboard to track and manage all incoming support tickets from multiple channels, ensuring no request is missed.

Offers pre-defined templates for email notifications, allowing for consistent and efficient communication.

Customize agent availability settings to accurately calculate the first response time and manage service level agreements.

Enables the breakdown of a large, complex "parent" ticket into smaller "child" tickets that can be assigned to different agents or teams for collaborative resolution.

Maintains a clean and focused inbox by actively blocking unwanted spam messages using consolidated intelligence.

Allows agents to mark important tickets for easy filtering and quick access later.

Provides a recovery option for retrieving previously deleted tickets.

Assigns ownership of tickets to multiple teams or individuals, ensuring clear progress tracking even when collaborative effort is needed.

Allows for exporting ticket conversations in PDF format and ticket details in MS Excel for reporting or record-keeping.

Unifies conversations from various communication channels (email, chat, social media, SMS) into a single, centralized inbox.

Automatically converts incoming emails into trackable support tickets within the system.

Automates responses to frequently asked questions and common queries, providing instant support.

Connects with a knowledge base to offer 24/7 self-help resources for both customers and support agents.

Allows direct responses to Instagram Direct Messages from the help desk dashboard.

Enables sending and receiving text messages for customer support directly within the platform.

Facilitates real-time, proactive, and personalized conversations with website visitors.

Provides customizable forms that users can fill out on a website to submit support tickets.

Organizes and manages customer support chats conducted via WhatsApp.

Manages Facebook messages and comments directly from the help desk interface.

Allows for setting up different teams and defining their specific roles for effective management.

Enables agents to add internal notes to tickets that are visible only to other agents working on that particular ticket.

Provides a comprehensive view of all past tickets raised by a specific customer.

Prevents multiple agents from accidentally working on the same ticket simultaneously.

Assigns different access levels (Admin, Manager, Staff) to agents with defined permissions.

Facilitates communication and collaboration among agents to jointly resolve tickets.

Offers features to review ticket conversations and monitor agent performance through reports.

Allows attaching images, documents, and links when replying to tickets.

Contributes to ticket reduction by empowering customers to find answers independently through the knowledge base.

Helps set and enforce deadlines for ticket response and resolution based on defined business hours.

Enables instant communication with customers through live chat to address their questions immediately.

Configures automated replies to customer tickets, providing instant acknowledgment even before an agent engages.

Sends automated email alerts to staff and customers for events like new ticket creation, assignment, or customer response.

Assigns incoming tickets to agents automatically, often using a round-robin algorithm for fair distribution.

Automatically shares customer satisfaction surveys once a ticket has been closed.

Provides pre-formatted replies for common questions, significantly reducing response times.

Allows adding extra data fields to tickets for more detailed information and faster resolution.

Enables assigning descriptive labels to tickets for categorization and easier filtering.

Allows creating custom views of tickets based on specific conditions to reduce clutter for agents.

Personalizes the help desk interface by adding your company's logo.

Removes "Powered by ProProfs" branding from ticket responses for a more professional appearance.

Tracks customer ratings and provides metrics to assess individual agent performance.

Monitors the time taken by agents to send their initial response to customer tickets.

Generates automated reports based on custom fields to provide insights into ticket categories.

Tracks the performance and progress of internal teams working on segmented child tickets.

Displays data on the total number of tickets raised, resolved, and pending over time.

Tracks average customer ratings on resolved tickets to gauge overall customer satisfaction.

Connects with Microsoft Dynamics to streamline workflows and provide agents with relevant CRM data.

Integrates with Salesforce CRM to ensure seamless communication between sales and support teams.

Allows for providing instant answers to customer questions by linking with ProProfs Chat.

Connects with ProProfs Knowledge Base to offer immediate self-help support.

Integrates with ProProfs Survey and Qualaroo for collecting in-the-moment customer feedback.

Enables training customers and agents by linking with ProProfs Training Maker.

Accessible via standard web browsers like Chrome and Firefox.

Provides full functionality on both iOS and Android devices for on-the-go support.

Allows administrators to control which parts of the help desk an agent can view.

Simplifies the agent authentication process for secure and convenient login.

Ensures adherence to GDPR regulations for data privacy and security.

Limits access to the help desk system to specific IP addresses for enhanced security.