# Hiver vs ProProfs Help Desk for help desk software

Hiver and ProProfs Help Desk are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Hiver has confirmed multilingual support. ProProfs Help Desk has confirmed free plan, ai ticket summaries, and multiple inboxes.

## Key decision points

- ProProfs Help Desk has confirmed free plan; free plan is not yet confirmed for Hiver.
- ProProfs Help Desk has confirmed ai ticket summaries; ai ticket summaries is not yet confirmed for Hiver.
- ProProfs Help Desk has confirmed multiple inboxes; multiple inboxes is not yet confirmed for Hiver.
- Hiver has confirmed multilingual support; multilingual support is not yet confirmed for ProProfs Help Desk.

## Choose Hiver if…

- Choose Hiver if confirmed multilingual support matters to you; this detail is not yet confirmed for ProProfs Help Desk.

## Choose ProProfs Help Desk if…

- Choose ProProfs Help Desk if confirmed free plan matters to you; this detail is not yet confirmed for Hiver.
- Choose ProProfs Help Desk if confirmed ai ticket summaries matters to you; this detail is not yet confirmed for Hiver.
- Choose ProProfs Help Desk if confirmed multiple inboxes matters to you; this detail is not yet confirmed for Hiver.

## Features

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

## Integrations

| Feature | Hiver | ProProfs Help Desk |
| --- | --- | --- |
| Shopify integration | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/integrations/)) |
| CRM integrations | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/integrations/)) |

## Technical

| Feature | Hiver | ProProfs Help Desk |
| --- | --- | --- |
| API | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Webhooks | Yes (verified 4 September 2026; [source](https://hiverhq.com/integrations)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |

## Platforms

| Feature | Hiver | ProProfs Help Desk |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/features/helpdesk-mobile-app/)) |

## Security and compliance

| Feature | Hiver | ProProfs Help Desk |
| --- | --- | --- |
| GDPR compliance | Yes (verified 4 September 2026; [source](https://hiverhq.com/pricing/hiver-omni)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |

## Pricing

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

## Evidence

- **Hiver — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.”
- **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”
- **Hiver — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Shared Inbox and ticketing Manage team inboxes (like support@) and track every request with clear ownership and full history.”
- **ProProfs Help Desk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “One Inbox for Seamless Collaboration”
- **Hiver — Live chat:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Omnichannel Manage email, live chat, and self-service support from one unified workspace.”
- **ProProfs Help Desk — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Live Chat for instant support”
- **Hiver — Phone support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Voice Handle inbound and outbound calls, alongside other customer conversations.”
- **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.”
- **Hiver — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.”
- **ProProfs Help Desk — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Omnichannel (WhatsApp, Facebook & more)”
- **Hiver — Social media support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Omni is a standalone platform that works with Gmail, Outlook, and other email providers. It brings email, live chat, Slack, voice, WhatsApp, and social into one workspace.”
- **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”
- **Hiver — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/knowledge-base. Evidence: “Hiver AI builds your help center from scratch, drawing on your docs and past conversations.”
- **ProProfs Help Desk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Knowledge Base for 24/7 self-help”
- **Hiver — Customer portal:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Customer Portal Give customers a self-service portal to submit and track requests.”
- **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”
- **Hiver — SLAs:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “SLAs Set response and resolution targets to keep customer commitments on track.”
- **ProProfs Help Desk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “SLA tracking and alerts built in”
- **Hiver — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Routing and assignments Route conversations and assign clear owners so nothing slips through the cracks.”
- **ProProfs Help Desk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Automatically assign tickets to agents”
- **Hiver — Automation:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Rule-based Automations Automate repetitive work with rules that trigger actions when certain conditions are met.”
- **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”
- **Hiver — Macros:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Email templates Save answers to common questions so teams can respond faster and stay consistent.”
- **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.”
- **Hiver — AI replies:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/ai. Evidence: “AI Copilot An intelligent coworker that routes requests, triages them, drafts the reply and surfaces resolution steps.”
- **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.”
- **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.”
- **Hiver — CSAT:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “CSAT surveys Capture feedback with customer satisfaction surveys.”
- **ProProfs Help Desk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Share automated CSAT surveys to gather valuable feedback”
- **Hiver — Custom fields:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Custom Fields Capture details in predefined fields for better context, categorization, and analysis.”
- **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.)”
- **Hiver — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/features/knowledge-base. Evidence: “Multilingual Write an article once and publish it in every language your customers speak.”
- **Hiver — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Shopify See order status, fulfillment, and refunds beside the customer's message.”
- **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”
- **Hiver — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Salesforce Pull account, opportunity, and case data into the ticket and log every interaction back to the CRM.”
- **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”
- **Hiver — API:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Open APIs and webhooks let you pull any data point in and push updates back out.”
- **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”
- **Hiver — Webhooks:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/integrations. Evidence: “Open APIs and webhooks let you pull any data point in and push updates back out.”
- **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.”
- **Hiver — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver Mobile apps Manage email and chat conversations on the go with Hiver’s mobile apps for Android and iOS.”
- **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”
- **Hiver — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://hiverhq.com/pricing/hiver-omni. Evidence: “Hiver is GDPR, SOC 2 Type II, ISO 27001, CCPA, and HIPAA compliant.”
- **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”