ProProfs Help Desk

Additional features

Ticket Management

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

AI Help Desk

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

Shared Inboxes

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

Notification Templates

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

Business Hours

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

Parent-Child Ticketing

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.

Spam Control

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

Bookmarks

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

Vault

Provides a recovery option for retrieving previously deleted tickets.

Shared Ownership

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

Ticket Export

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

Omnichannel Support

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

Email-to-Ticket Conversion

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

AI Chatbot

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

Knowledge Base Integration

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

Instagram Integration

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

SMS Support

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

Live Chat

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

Ticket Forms

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

WhatsApp Integration

Organizes and manages customer support chats conducted via WhatsApp.

Facebook Integration

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

Team Creation & Roles

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

Private Notes

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

Ticket History

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

Agent Collision Detection

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

Roles & Permissions

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

Internal Chat

Facilitates communication and collaboration among agents to jointly resolve tickets.

Audit & Admin Control

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

File Transfer

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

24/7 Self-Help

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

SLA Management

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

Real-time Chat Support

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

Auto Response

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

Automatic Email Notifications

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

Automatic Ticket Assignment

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

Post Ticket Survey

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

Shared Canned Responses

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

Custom Fields

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

Labels

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

Filters

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

Company Logo

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

White Labeling

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

Agent Performance Evaluation

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

First Response Time Reports

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

Custom Field Reports

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

Child Ticket Reporting

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

Ticket Volume Trend

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

Ticket Ratings

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

MS Dynamics Integration

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

Salesforce Integration

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

ProProfs Chat Integration

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

ProProfs Knowledge Base Integration

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

Survey Maker/Qualaroo Integration

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

Training Maker Integration

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

Web App

Accessible via standard web browsers like Chrome and Firefox.

Mobile App

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

Restrict Access

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

Single Sign-On (SSO)

Simplifies the agent authentication process for secure and convenient login.

GDPR Compliant

Ensures adherence to GDPR regulations for data privacy and security.

IP Restrictions

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