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Compare Zendesk vs ProProfs Help Desk

What is better Zendesk or ProProfs Help Desk? If you’re having a hard time deciding on the best Customer Support Software product for your situation, we suggest that you do a comparison of the available software and discover which solution offers more benefits. For instance, here you can review Zendesk (overall score: 9.8; user rating: 98%) vs. ProProfs Help Desk (overall score: 8.5; user rating: 100%) for their overall performance.

You can also see which one provides more features that you need or which has better pricing plans for your current budget. Having a clear table to match their features will significantly improve the possibility of obtaining the appropriate product for your company. Look closely at other factors of the software like if it’s easy to use, adaptability, scalability, and pricing terms.

We did our best to prepare reviews of all popular Customer Support Software services offered out there, but among them these three deserved our special attention: Zendesk, Freshdesk, Salesforce Service Cloud.

SmartScore™

OUR SCORE 9.8

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Integrations

Zendesk integrates with the several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

SmartScore™

OUR SCORE 8.5

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $10

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Track Tickets
  • Prioritize Tickets
  • Solve Tickets
  • Share Knowledge
  • Instant Support
  • Train Agents and Customers
  • Optimized For Mobile Devices
  • Scalable Solution

Pricing Info

ProProfs Help Desk has a free plan as well as a 15-day free trial for the paid plans. Premium Plan availments with over 30 users get tiered discounts. ProProfs Help Desk offers the following pricing packages:

Free

  • 1 User
  • 100 Tickets/Month
  • 1 Inbox
  • 1 Department/Team
  • 2 MB File Attachments
  • 20 Page ProProfs Knowledge Base
  • 1 Operator ProProfs Live Chat
  • ProProfs Quiz Maker
  • ProProfs Survey Maker
  • Spam
  • Bookmark
  • Overdue Time
  • Internal Notes in Ticket
  • Social Media Channels
  • Mobile App

Essentials – $15/month or $102/year

  • 1 User
  • Unlimited Tickets
  • 3 Inboxes
  • 3 Departments/Teams
  • 1 Year Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Basic Reports
  • Roles & Permissions
  • 10 MB File Attachments
  • 20 Page ProProfs Knowledge Base
  • 1 Operator ProProfs Live Chat
  • ProProfs Quiz Maker Free Edition
  • ProProfs Survey Maker Free Dition
  • Labels
  • Spam
  • Bookmark
  • Overdue Time
  • Internal Notes in Ticket
  • Dynamic Placeholders
  • Social Media Channels
  • Mobile App
  • Branding
  • Basic Integrations
  • Premium Customer Support

Premium  – $20/month or $153/year

  • 1 User
  • Unlimited Tickets
  • Unlimited Inboxes
  • Unlimited Departments/Teams
  • Unlimited Ticket History
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Advanced Reports
  • Roles & Permissions
  • Ticket Routing
  • Child Tickets
  • Audit & Admin Controls
  • 20 MB File Attachments
  • Business Hours
  • 20 Page ProProfs Knowledge Base
  • 1 Operator ProProfs Live Chat
  • ProProfs Survey Maker Enterprise
  • Labels
  • Custom Fields & Filters
  • Spam
  • Bookmark
  • Overdue Time
  • Internal Notes in Ticket
  • Dynamic Placeholders
  • Social Media Channels
  • Mobile App
  • Branding
  • API & Single Sign-On
  • White Label
  • Custom License, Enterprise Security & Ownership
  • Vault
  • Advanced Integrations
  • Onboarding & Success Manager

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Sony, Dell, Cisco

Integrations

ProProfs Help Desk integrates with ProProfs Knowledge Base and ProProfs Chat.

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Cloud-based customer service help desk ticketing software that features shared inboxes, knowledge base, and chat for seamless collaboration and faster issue resolution. The end results are better customer experience and greater customer satisfaction.

Company Email

sales@proprofs.com

Contact No.

Company's Address

ProProfs
929 Colorado Avenue,
Santa Monica, California 90401
United States

When you pick a software that you are sure will be an actual asset for your business you shouldn’t only pay attention to what reviewers have to say about it. Quite frequently individual experience with the product may change, depending on your own preferences and requirements. That’s why in our reviews we also provide our User Satisfaction Rating for every product to give you an immediate impression of how actual users of Zendesk and ProProfs Help Desk rate their experience with the solution. Our system is based on detailed analysis of product appearances on other websites, social media and blogs, so you are going to receive a comprehensive and reliable picture of what other customers think about every software. In this example Zendesk has a total satisfaction rating at 98% while for ProProfs Help Desk 100% of people claim they had an enjoyable experience with it.

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