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ProProfs Help Desk VS FreeScout

Compare ProProfs Help Desk VS FreeScout and see what are their differences

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Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)... featured
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ProProfs Help Desk logo ProProfs Help Desk

Help Desk software by ProProfs to help support agents track, prioritize & resolve customer support tickets. ProProfs Helpdesk makes you more productive.

FreeScout logo FreeScout

Free open source Zendesk & Help Scout alternative: help desk, shared mailbox, email management...
  • ProProfs Help Desk Landing page
    Landing page //
    2018-10-18

ProProfs Help Desk Software is a customer service tool that enables customer support teams of your organization to track user issues and requests. Only then can they effectively resolve customer-care-related issues. This feature-rich issue tracking software allows online businesses to track all customer issues, queries, requests, and bugs.

The best part about ProProfs Help Desk is its shared inbox feature. With ProProfs Help Desk, your agents can manage all customer-facing inboxes, such as sales@, help@, support@, contact@, and billing@. When an agent has access to customer emails, it becomes easy for them to reassign the message to the right person. Shared inbox makes it possible to gather internal feedback with in-line, internal comments. Agents can also collaborate well with teams. This collaboration leads to faster ticket resolution.

Features:

  • Canned responses and rule-based automated messages
  • Shared inbox
  • Ticket prioritization
  • Collaborative email
  • Issue tracking in one place
  • Timely response to child tickets
  • Tickets surveys
  • Email Integration
  • Instant support
  • Faster ticket resolution
  • Anytime, anywhere access
  • Incident management
  • No spot solution delays
  • Child ticket creation to track internal subtasks
  • Issue resolution progress review
  • FreeScout Landing page
    Landing page //
    2022-01-21

ProProfs Help Desk features and specs

  • User-Friendly Interface
    ProProfs Help Desk features an intuitive and easy-to-navigate interface, which reduces the learning curve for new users.
  • Customization Options
    The software offers various customization options, allowing businesses to tailor the help desk system to fit their specific needs and branding.
  • Multi-channel Support
    ProProfs Help Desk supports multiple communication channels including email, chat, and social media, allowing businesses to manage customer interactions from a single platform.
  • Automation Features
    The platform includes automation capabilities like workflow automation, ticket routing, and canned responses, which help streamline support processes.
  • Robust Reporting
    Provides detailed analytics and reporting features, which assist in tracking key performance metrics and improving support efficiency.

Possible disadvantages of ProProfs Help Desk

  • Pricing
    The pricing can be relatively high for small businesses or startups, making it less accessible for organizations with limited budgets.
  • Limited Integrations
    While ProProfs Help Desk offers some integrations, it may lack compatibility with certain third-party tools that some businesses rely on.
  • Complex Advanced Features
    Some of the more advanced features can be complex to set up and use, which may require additional training or technical expertise.
  • Mobile App Limitations
    The mobile app could have limited functionality compared to the desktop version, which might be a drawback for support agents who need to work on-the-go.
  • Periodic Bugs
    Users have reported encountering occasional bugs and technical glitches, which can disrupt the workflow and require prompt resolution.

FreeScout features and specs

  • Open Source
    FreeScout is open source, which allows users to inspect the code, contribute to its development, and customize it according to their needs.
  • Cost-Effective
    Since FreeScout is a free software solution, it can significantly reduce the costs associated with customer support management, especially for startups and small businesses.
  • Self-Hosted
    Users can host FreeScout on their own servers, giving them complete control over their data and privacy, which is ideal for organizations with strict data governance policies.
  • Modular and Extensible
    FreeScout offers a variety of modules and integrations, allowing businesses to extend its functionality based on their specific requirements.
  • Easy to Use
    The platform has a straightforward and user-friendly interface, making it easy for support teams to adopt and utilize effectively.

Possible disadvantages of FreeScout

  • Limited Official Support
    As an open-source project, official customer support might be limited, and users often rely on community forums and documentation for assistance.
  • Hosting Required
    Being self-hosted means that the user needs to set up and maintain their own server infrastructure, which may require technical expertise and resources.
  • Potential for Complexity
    While modular, setting up and configuring FreeScout with custom modules and integrations can become complex and time-consuming for those without sufficient technical knowledge.
  • Performance Depends on Hosting
    The performance of FreeScout is dependent on the quality of the hosting environment, which means users need to ensure their server meets the necessary requirements for optimal operation.

Analysis of ProProfs Help Desk

Overall verdict

  • ProProfs Help Desk is generally considered a good tool for managing customer support and communication.

Why this product is good

  • ProProfs Help Desk offers a user-friendly interface, a robust set of features, and strong integration capabilities. It is designed to streamline support operations with features like ticketing, automation, collaboration tools, and insightful reporting. The platform supports multiple channels of communication, including email, chat, and social media, which enhances customer interaction and team productivity.

Recommended for

    ProProfs Help Desk is well-suited for small to medium-sized businesses seeking an affordable and efficient solution to manage their customer support operations. It's also a good fit for companies looking to enhance their team collaboration and performance with an easy-to-use platform.

ProProfs Help Desk videos

+ Add

How to Set up Your Help Desk in Under 5 Minutes

FreeScout videos

No FreeScout videos yet. You could help us improve this page by suggesting one.

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Category Popularity

0-100% (relative to ProProfs Help Desk and FreeScout)

ProProfs Help Desk

FreeScout

Help Desk
64 64%
Help Desk
36% 36
Customer Support
63 63%
Customer Support
37% 37
Customer Service
60 60%
Customer Service
40% 40
Support
100 100%
Support
0% 0

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare ProProfs Help Desk and FreeScout

ProProfs Help Desk Reviews

  1. Mandeep Singh
    · Sr. SEO Executive at Techmagnate ·
    Effective Team Collaboration and Ticket Resolution

    The real-time collaboration feature in ProProfs Help Desk speeds up issue resolution by allowing team members to leave internal comments, share files, and communicate within the platform. The mobile app could use more features and a better user interface for easier ticket management on the go. Overall, ProProfs Help Desk excels in team collaboration and ticket resolution, seamlessly integrating with ProProfs' suite of products.

  2. Samuel
    · Freelancer at Bloomberg ·
    Love this help desk software!

    I think this tool really is great for managing customer tickets and resolving them easily. I can prioritize tickets and organize them using labels, making it easy for me to resolve customer questions instantly. It’s also great as I can put notes on tickets to let other agents know what they need to do. Makes it really easy for agents to collaborate.

    👍 Pros:    Great customer support|Design|Trusted|Good price
    👎 Cons:    Few integrations
  3. samir
    · BD at Premast ·
    Customers Simply Love Our Quick Resolutions!

    There has been no looking back for us since we started using the ProProfs Help Desk. We have 3 customer-facing email accounts that we could club using their shared-inbox feature. Moreover, with canned responses, we are able to meet customer expectations every single time,

    👍 Pros:    Affordable price, easy to use, easy user interface, advanced features, prioritization framework, data protection and security, best customer support, knowledge base, chat messenger, simple to set up, free basic plan, feature rich
    👎 Cons:    Few integrations
Top 13 Freshdesk alternatives and competitors for 2024
ProProfs Help Desk provides multichannel support through a shared inbox. The interface looks a lot like Gmail, offering a familiar user experience for many. The platform features automation that allows you to configure ticket assignments or round-robin distribution. Automated alerts and notifications keep agents aware of priority tickets and prewritten responses for faster...
Source: www.zendesk.com

FreeScout Reviews

We have no reviews of FreeScout yet.
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Social recommendations and mentions

Based on our record, FreeScout seems to be more popular. It has been mentiond 13 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

ProProfs Help Desk mentions (0)

We have not tracked any mentions of ProProfs Help Desk yet. Tracking of ProProfs Help Desk recommendations started around Mar 2021.

FreeScout mentions (13)

  • Show HN: Libredesk – open-source customer support desk. Single binary app
    Surprised no one has mentioned FreeScout. It's a solid open-source helpdesk: https://freescout.net/. They have cheap, one-time purchase plugins. Happy to pay a bit to keep the project sustainable. I'd love to see an open-source Trello alternative that as well. There are a few out there, but nothing that seems actively maintained. - Source: Hacker News / 3 months ago
  • Yet another hepdesk ticket post...
    I think FreeScout is going to be something to consider. Source: about 2 years ago
  • IT Pro Tuesday #251 - Git UI, Fiber Training, Infosec News & More
    FreeScout is an open-source, self-hosted version of HelpScout that offers complete privacy and control through a PHP/MySQL application that's easy to deploy. This powerful-yet-lightweight help desk and shared inbox can serve as a nice free alternative to Zendesk/HelpScout for providing efficient customer support. Troubleshootmertr recommends it "for ticketing.". Source: about 2 years ago
  • Best IT ticketing management system out there
    I know this gets some hate for not being "pure" open source, but I'm a massive fan of FreeScout (https://freescout.net/). The core is open source, with add-ons you can purchase (one-time purchase per domain). Source: over 2 years ago
  • Self-hosting Standard Notes on a Synology NAS for end-to-end encrypted notes and files
    For a good open source/self hosted software project, please see https://freescout.net/. Source: over 2 years ago
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What are some alternatives?

When comparing ProProfs Help Desk and FreeScout, you can also consider the following products

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

osTicket - osTicket is a widely-used open source support ticket system.

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Zammad - The Zammad - Help Desk and Ticket System - Community Page

HelpScout - Help Scout is a simple, straightforward way to provide excellent support

UseResponse - Open-source, self-hosted customer feedback software, live chat and helpdesk system that you can install on your server. Organize documentation using knowledge base and get feedback from social networks with centralized system

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