Compare Freshdesk and ProProfs Help Desk 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (81.3% of reviews)
Entry-Level Pricing
$0.00 Per Month
$ 0
Freshdesk
Star Rating
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansProProfs Help Desk
Star Rating
(18)4.7 out of 5
Market Segments
Small-Business (81.3% of reviews)
Entry-Level Pricing
$ 0
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk's ticket creation user experience scores an 8.9, while ProProfs Help Desk excels with a score of 9.3, indicating a more intuitive interface for managing tickets.
- Reviewers mention that ProProfs Help Desk offers superior ease of use with a score of 9.6 compared to Freshdesk's 8.8, suggesting that users find ProProfs more user-friendly overall.
- G2 users highlight that Freshdesk's SLA Management feature scores 8.3, while ProProfs Help Desk does not have a specific score listed, indicating that Freshdesk may have a more structured approach to service level agreements.
- Users on G2 report that ProProfs Help Desk shines in the area of generative AI, with AI Text Generation scoring 8.3, while Freshdesk's corresponding feature only scores 7.8, suggesting a more advanced AI capability in ProProfs.
- Reviewers say that Freshdesk's multi-channel coverage is rated at 8.4, while ProProfs Help Desk's email to case feature scores an impressive 8.9, indicating that ProProfs may provide a more effective solution for managing customer inquiries across different channels.
- Users report that Freshdesk's knowledge base feature scores 8.7, while ProProfs Help Desk's knowledge base is rated even higher at 8.8, suggesting that both products offer robust self-service options, but ProProfs may have a slight edge in this area.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
ProProfs Help Desk
Free
$ 0
Best for startups looking to get started with online help desk.
- 1 User
- 1 Inbox
- 100 Tickets/Month
Free Trial
Freshdesk
Free Trial is available
ProProfs Help Desk
Free Trial is available
Ratings
Meets Requirements
8.6
3,068
9.1
9
Ease of Use
8.9
3,088
9.6
9
Ease of Setup
8.6
2,148
Not enough data
Ease of Admin
8.7
2,108
Not enough data
Quality of Support
8.8
2,970
9.1
9
Has the product been a good partner in doing business?
8.8
2,035
Not enough data
Product Direction (% positive)
8.8
3,046
10.0
6
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
Not enough data
8.8
2134
|
Verified
Not enough data
8.5
2046
|
Verified
Not enough data
8.5
1939
|
Verified
Not enough data
8.3
1706
|
Verified
Not enough data
8.5
1993
|
Verified
Not enough data
8.7
1913
|
Verified
Not enough data
8.2
1278
|
Verified
Not enough data
Generative AI
7.4
256
Feature Not Available
7.6
254
Feature Not Available
Communication Channels
8.6
1829
|
Verified
Not enough data
8.9
1976
|
Verified
Not enough data
8.4
1222
|
Verified
Not enough data
8.1
1105
|
Verified
Not enough data
8.0
853
|
Verified
Feature Not Available
Platform
8.1
1068
|
Verified
Not enough data
8.1
1571
|
Verified
Not enough data
8.6
1460
|
Verified
Not enough data
8.3
1056
|
Verified
Not enough data
8.0
1776
|
Verified
Not enough data
8.3
1874
|
Verified
Not enough data
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
Feature Not Available
7.9
88
Feature Not Available
7.5
87
Feature Not Available
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
Not enough data
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
Not enough data
8.6
890
Not enough data
8.3
666
Not enough data
8.2
221
Not enough data
8.4
235
Not enough data
Self-Service Platform
8.5
232
Not enough data
8.6
237
Not enough data
8.0
198
Not enough data
8.5
215
Not enough data
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Feature Not Available
7.9
69
Feature Not Available
Categories
Categories
Shared Categories
Freshdesk and ProProfs Help Desk are categorized as Digital Customer Service Platforms, Shared Inbox, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Conversational Support, Complaint Management, Social Customer Service, and Customer Communications Management
ProProfs Help Desk has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ProProfs Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Information Technology and Services
25.0%
Computer Software
25.0%
Marketing and Advertising
18.8%
Management Consulting
6.3%
Furniture
6.3%
Other
18.8%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
ProProfs Help Desk
Most Helpful Favorable Review
Briana H.
Verified User in Information Technology and Services
I like the idea that I now can have not only an internal ticket system for employees but also an organized customer ticket system. This system allows tickets to be relieved, reviewed and resolved within an acceptable time frame all while hello collaborative...
Most Helpful Critical Review
Verified User in Computer Software
They don’t have a mobile app for this tool, so I’d like to see that in the future. Also I found very few integrations in ProProfs Help Desk Software.
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Briana H.
Verified User in Information Technology and Services
I like the idea that I now can have not only an internal ticket system for employees but also an organized customer ticket system. This system allows tickets to be relieved, reviewed and resolved within an acceptable time frame all while hello collaborative...
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Verified User in Computer Software
They don’t have a mobile app for this tool, so I’d like to see that in the future. Also I found very few integrations in ProProfs Help Desk Software.
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
ProProfs Help Desk has no discussions with answers
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