ProProfs Help Desk vs SmarterTrack Comparison

85% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

ProProfs Help Desk

Help Desk Software

4.7 54 user ratings

Get Free Advice

84% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

SmarterTrack

Help Desk Software

4.5 14 user ratings

Get Free Advice

Overview

Description	ProProfs Help Desk is an efficient helpdesk and support ticketing software, enabling companies to provide the best solution to the queries raised by individual clients. Teams get to manage multiple emails within a shared inbox. It is an appropriate business structure for SMB, enterprise, B2B and B2C consumer segments, besides agents and managers operating within customer service teams. ProProfs Help Desk utilises automation to enhance agent productivity levels and is designed for top graded support teams. Appropriate reports offered by the software helps teams monitor essential customer service metrics, measure agent-wise performance and share NPS, CSAT and other survey-related reports. Companies can personalise the software as per their own needs, they can generate custom fields for tickets, set priorities matching with SLAs and keep the identity of their brand intact. Other important functionalities include live chat, survey maker to gain customer feedback and knowledge base, which promotes self-service. Read more	SmarterTrack help desk software revolutionizes customer service by improving productivity, reducing support costs, and centralizing communication for analysis and compliance. This user-friendly platform empowers businesses to offer unparalleled support while making the best use of their employees. With SmarterTrack, every interaction is streamlined, ensuring that customer inquiries are resolved quickly and efficiently. This not only enhances customer satisfaction but also frees up valuable time for employees to focus on other tasks. By consolidating all communication in one location, SmarterTrack provides a comprehensive overview of customer interactions, making it easier to identify trends, resolve issues proactively, and ensure compliance with regulatory requirements. Perfect for businesses looking to enhance their customer service without increasing expenses, SmarterTrack is the ultimate tool for transforming customer support into a seamless, efficient, and cost-effective operation. Read more
Pricing Options	Free Trial Available Starts at $19.99. Offers Free-forever plan.	Free Trial Available Starts at $20.0.
SW Score & Breakdown	85% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 98% Reviews 78% Momentum 60% Popularity 63%	84% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 94% Reviews 72% Momentum 64% Popularity 65%
SaaSworthy Awards	# 16 Fastest Growing	Not Available

Features

Total Features	17 Features	15 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 11 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS	SaaS/Web/Cloud Mobile - Android Mobile - iOS
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	NA

Reviews & Ratings

User Rating	4.7/5 54 user ratings	4.5/5 14 user ratings
Rating Distribution	Excellent 75.9% Very Good 18.5% Average 5.6% Poor 0% Terrible 0%	Excellent 57.1% Very Good 35.7% Average 7.1% Poor 0% Terrible 0%
	Read All User Reviews	Read All User Reviews

AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Available Starts at $19.99. Offers Free-forever plan.	Free Trial Available Starts at $20.0.
Pricing Plans Monthly Plans Annual Plans	Free Free Team (2+ Users) $19.99 $29.99 per user / month	SmarterTrack Hosted $20.00 $20.00 per user / month SmarterTrack Professional Others SmarterTrack Enterprise Others
	View Detailed Pricing	View Detailed Pricing

Alternatives

	HelpDesk 4.5 81 ratings ProProfs Help Desk Vs HelpDesk ReadyDesk 4.2 10 ratings ProProfs Help Desk Vs ReadyDesk BoldDesk 4.7 43 ratings ProProfs Help Desk Vs BoldDesk Teamwork Desk 4.5 84 ratings ProProfs Help Desk Vs Teamwork Desk AzureDesk 4.6 85 ratings ProProfs Help Desk Vs AzureDesk	HelpDesk 4.5 81 ratings SmarterTrack Vs HelpDesk BoldDesk 4.7 43 ratings SmarterTrack Vs BoldDesk Teamwork Desk 4.5 84 ratings SmarterTrack Vs Teamwork Desk Help Desk Premier 4.2 11 ratings SmarterTrack Vs Help Desk Premier Support Hub SmarterTrack Vs Support Hub
	View All ProProfs Help Desk Alternatives	View All SmarterTrack Alternatives