ProProfs Help Desk
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Average Ratings 8 Ratings
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Description
Optanik Support serves as a cloud-based help desk designed for IT service providers and internal teams, consolidating email requests, a customer portal without account requirements, Optanik Need Help submissions, and tickets generated through fleet automations and alerts into a single manageable queue. Staff members have the capability to allocate tickets to specific teams or distribute them evenly, categorize them effectively, utilize email templates, and analyze reports for improved efficiency. A single Optanik email and password combination grants access to Support, Keyring, and OptaMeet, enhancing user convenience. When submitting a ticket, requesters can conveniently link an endpoint by providing its serial number during the first request. From within a ticket, staff can also isolate a designated device on the Optanik Network or set up and modify an OptaMeet meeting as needed. Additionally, OptAi can transcribe the meetings organized through tickets and incorporate summaries into internal notes for reference. The service package includes a REST API, MCP, and webhooks for further integration. While requesters enjoy free access, technician seats are offered at a rate of $10 each per month, ensuring budget-friendly options for organizations. For inbound email-to-ticket functionality, a paid Optanik endpoint or a $10 monthly owner seat is necessary, although the owner’s seat is complimentary with the purchase of at least one paid endpoint, creating a flexible pricing structure for diverse needs. This comprehensive setup not only streamlines support processes but also enhances communication and collaboration among team members.
Description
ProProfs Help Desk was created to meet the ever-growing customer service industry's needs. This tool allows agents to effectively track user queries and requests. This type of issue tracking results in faster ticket resolution. ProProfs Help Desk, a cloud-based ticketing platform, is best known for its "shared mailbox" feature. Agents can access, view, and assign tickets to the relevant individual or team from the cloud-based ticketing system while using the collaborative email-like interface. Managers can also prioritize, label, or mark tickets that require immediate attention and resolution. Managers can also set up workflow rules that include filters, priorities and service level agreements.
API Access
Has API
Yes
API Access
Has API
No
Pricing Details
$10/technician/month
$10 per technician per month, billed monthly. Requesters can submit tickets for free. Inbound email-to-ticket requires either a paid Optanik endpoint or a $10/month owner seat. The owner seat is free with at least one paid Optanik endpoint.
Free Trial
No
Free Version
Yes
Pricing Details
$15 per user per month
Free Trial
Yes
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
Yes
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
Yes
Vendor Details
Company Name
Optanik
Founded
2026
Country
United States
Website
optaniksupport.com
Vendor Details
Company Name
ProProfs
Founded
2006
Country
United States
Website
www.proprofs.com
Product Features
Help Desk
Alerts / Escalation
No
Automated Routing
No
Community Forums
No
Customizable Branding
No
Document Storage
No
Email Integration
No
IT Asset Management
No
Incident Management
No
Interaction Tracking
No
Knowledge Base
No
Known Issue Management
No
Live Chat
No
Multi-Channel Communication
No
Multiple Brands / Products
No
Network Monitoring
No
Real-time Chat
No
Self Service Portal
No
Service Level Agreement (SLA) Management
No
Ticket Management
No
Product Features
Customer Service
Alerts / Escalation
Yes
Appointment Management
No
Call Center Management
No
Email Management
Yes
Knowledge Base
Yes
Live Chat
Yes
Performance Metrics
No
Queue Management
No
Self Service Portal
Yes
Social Media Integration
Yes
Surveys & Feedback
Yes
Virtual Assistant
No
Workflow Management
No
Help Desk
Alerts / Escalation
Yes
Automated Routing
Yes
Community Forums
Yes
Customizable Branding
Yes
Document Storage
No
Email Integration
Yes
IT Asset Management
No
Incident Management
Yes
Interaction Tracking
Yes
Knowledge Base
Yes
Known Issue Management
Yes
Live Chat
Yes
Multi-Channel Communication
Yes
Multiple Brands / Products
Yes
Network Monitoring
No
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
Yes
ITSM
Asset Tracking
No
Availability Management
No
Change Management
No
Configuration Management
No
Contract/License Management
No
Dashboard
No
Incident Management
No
Problem Management
No
Project Management
Yes
Release & Deployment Management
No
Self Service Portal
Yes
Service Desk
CMDB
No
Change Management
No
IT Asset Management
No
Incident Management
No
Knowledge Base
Yes
Mobile Access
Yes
Procurement Management
No
Remote Control
No
SLA Management
Yes
Self Service Portal
Yes
Alternatives
No Alternatives
