ProProfs Help Desk

ProProfs Help Desk is help desk software from ProProfs that turns support email into assignable tickets, for small support, IT and HR teams, priced per user.

ProProfs Help Desk collects the email sent to a team's support addresses and turns each message into a ticket with an owner, a status and a full history. It answers the shared mailbox problem, where a customer gets two replies or none because nobody can see who has picked the question up. The help desk comes from ProProfs, an independent company that also makes ProProfs Knowledge Base, Live Chat and Survey Maker. It also ships inside the ProProfs Customer Delight Suite, together with those three products and Qualaroo. Each support address forwards into its own inbox, and the Omnichannel inbox adds WhatsApp, Facebook, Instagram, SMS and Telegram messages to the same queue. Auto-assignment shares tickets out by round robin, agent availability and workload limits, while automation rules act on a ticket's intent, label and priority. Response and resolution deadlines follow business hours, and ticket escalations alert named teammates when a promise is missed. Agents answer with canned responses, see real-time collision alerts, talk in internal notes, merge duplicates and split big requests into child tickets. Generate AI Replies drafts an editable answer from the ticket, and other AI tools rewrite tone and detect sentiment. ProProfs Help Desk fits small and growing support teams whose shared mailbox no longer shows who owns each question. Internal IT and HR teams use the same ticketing to take requests from employees rather than customers. Teams that want AI to write the first draft, with an agent still editing and sending each reply, get it inside the reply editor. Companies already answering customers with ProProfs Knowledge Base or Live Chat can add ticketing from the same company. Support teams run it to turn incoming email into assigned work, answer repeat questions with saved replies and carry a complaint through to a closed ticket. Customers follow their requests in a customer support portal on a custom domain, then rate the help in a satisfaction survey when the ticket closes. Managers watch first response times and overdue tickets in its reports, and agents keep the queue moving from the iOS and Android app. Online stores connect it to Shopify or BigCommerce, and sales-led teams link it to the Salesforce or HubSpot account that holds their customer records. For a team whose questions arrive by email first, it gives every message an owner and a deadline.