# Freshdesk vs ProProfs Help Desk for help desk software

Freshdesk and ProProfs Help Desk are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, customer portal, and slas. ProProfs Help Desk has confirmed free plan, API access, gdpr compliance, and live chat.

## Key decision points

- ProProfs Help Desk has confirmed free plan; free plan is not yet confirmed for Freshdesk.
- ProProfs Help Desk has confirmed API access; API access is not yet confirmed for Freshdesk.
- ProProfs Help Desk has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Freshdesk.
- ProProfs Help Desk has confirmed live chat; live chat is not yet confirmed for Freshdesk.

## Choose ProProfs Help Desk if…

- Choose ProProfs Help Desk if confirmed free plan matters to you; this detail is not yet confirmed for Freshdesk.
- Choose ProProfs Help Desk if confirmed API access matters to you; this detail is not yet confirmed for Freshdesk.
- Choose ProProfs Help Desk if confirmed gdpr compliance matters to you; this detail is not yet confirmed for Freshdesk.
- Choose ProProfs Help Desk if confirmed live chat matters to you; this detail is not yet confirmed for Freshdesk.

## Features

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Live chat | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Phone support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| WhatsApp support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Social media support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| AI replies | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Multiple inboxes | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |

## Integrations

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| Shopify integration | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/integrations/)) |
| CRM integrations | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/integrations/)) |

## Technical

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Webhooks | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |

## Platforms

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/features/helpdesk-mobile-app/)) |

## Security and compliance

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| GDPR compliance | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |

## Pricing

| Feature | Freshdesk | ProProfs Help Desk |
| --- | --- | --- |
| Free plan | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |

## Evidence

- **Freshdesk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓”
- **ProProfs Help Desk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Email Ticketing (100 tickets/month) Convert every incoming email into a trackable support ticket”
- **Freshdesk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓”
- **ProProfs Help Desk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “One Inbox for Seamless Collaboration”
- **ProProfs Help Desk — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Live Chat for instant support”
- **ProProfs Help Desk — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “We are building a 100-year company with a mission to DELIGHT customers. People think we’re crazy to offer phone, chat , and email support . We still do it.”
- **ProProfs Help Desk — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Omnichannel (WhatsApp, Facebook & more)”
- **ProProfs Help Desk — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Create tickets from Facebook DMs & web forms”
- **Freshdesk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓”
- **ProProfs Help Desk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Knowledge Base for 24/7 self-help”
- **Freshdesk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓”
- **ProProfs Help Desk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Is there a customer or employee portal for viewing ticket history? Sure thing. Customers and employees can access a simple, branded portal to check ticket status”
- **Freshdesk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓”
- **ProProfs Help Desk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “SLA tracking and alerts built in”
- **Freshdesk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓”
- **ProProfs Help Desk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Automatically assign tickets to agents”
- **Freshdesk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓”
- **ProProfs Help Desk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Automation Saves Agents 2 Hrs a Day Take automation to a whole new level with Round-Robin or advanced ticket assignment”
- **Freshdesk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓”
- **ProProfs Help Desk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Canned Responses Boost efficiency with pre-written replies for fast and consistent answers.”
- **Freshdesk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓”
- **ProProfs Help Desk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “AI RESPONSE SUGGESTIONS The Reply Is Drafted Before You Even Start Typing AI reads the ticket and surfaces the right response before your agent has to think.”
- **Freshdesk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓”
- **ProProfs Help Desk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “AI TICKET SUMMARIZATION Long, Messy Thread? AI Gives You the Gist in Seconds Long email threads distilled into a single crisp summary.”
- **Freshdesk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.”
- **ProProfs Help Desk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Share automated CSAT surveys to gather valuable feedback”
- **Freshdesk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓”
- **ProProfs Help Desk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Custom Fields & Filters Add more details about a ticket to speed up the ticket resolving process.”
- **ProProfs Help Desk — Multiple inboxes:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Unlimited Inboxes Easily manage all customer-facing inboxes (sales@, support@, help@, billing@, contact@ etc.)”
- **Freshdesk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓”
- **ProProfs Help Desk — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/integrations/. Evidence: “Access customer and order info from Shopify inside tickets Shopify Integration”
- **ProProfs Help Desk — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/integrations/. Evidence: “Close the loop between support and sales with our native Salesforce integration”
- **ProProfs Help Desk — API:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “API & Webhooks "Connect your helpdesk to any internal system using a full REST API with Create, Read, Update, and Search endpoints”
- **ProProfs Help Desk — Webhooks:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “API & Webhooks "Connect your helpdesk to any internal system using a full REST API with Create, Read, Update, and Search endpoints — push ticket events in real-time via webhooks and callbacks.”
- **Freshdesk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “Mobile Apps”
- **ProProfs Help Desk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/features/helpdesk-mobile-app/. Evidence: “Mobile Help Desk App for Android & iOS”
- **ProProfs Help Desk — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Trust GDPR/CCPA”
- **ProProfs Help Desk — Free plan:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “FREE PLAN $0.00 single agent /forever free”