# Zoho Desk vs ProProfs Help Desk for help desk software

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

## Key decision points

- ProProfs Help Desk has confirmed API access; API access is not yet confirmed for Zoho Desk.
- ProProfs Help Desk has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Zoho Desk.
- ProProfs Help Desk has confirmed customer portal; customer portal is not yet confirmed for Zoho Desk.
- ProProfs Help Desk has confirmed macros; macros is not yet confirmed for Zoho Desk.

## Choose ProProfs Help Desk if…

- Choose ProProfs Help Desk if confirmed API access matters to you; this detail is not yet confirmed for Zoho Desk.
- Choose ProProfs Help Desk if confirmed gdpr compliance matters to you; this detail is not yet confirmed for Zoho Desk.
- Choose ProProfs Help Desk if confirmed customer portal matters to you; this detail is not yet confirmed for Zoho Desk.
- Choose ProProfs Help Desk if confirmed macros matters to you; this detail is not yet confirmed for Zoho Desk.

## Features

| Feature | Zoho Desk | ProProfs Help Desk |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Live chat | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Phone support | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| WhatsApp support | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Social media support | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Customer portal | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Macros | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| AI replies | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Multiple brands | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Not confirmed |
| 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.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Not confirmed |

## Integrations

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

## Technical

| Feature | Zoho Desk | ProProfs Help Desk |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |
| Webhooks | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |

## Platforms

| Feature | Zoho Desk | ProProfs Help Desk |
| --- | --- | --- |
| Mobile apps | Not confirmed | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/features/helpdesk-mobile-app/)) |

## Security and compliance

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

## Pricing

| Feature | Zoho Desk | ProProfs Help Desk |
| --- | --- | --- |
| Free plan | Yes (verified 4 September 2026; [source](https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage)) | Yes (verified 4 September 2026; [source](https://www.proprofsdesk.com/pricing/)) |

## Evidence

- **Zoho Desk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Email Support your customers across multiple email channels.”
- **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”
- **Zoho Desk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/. Evidence: “All your support conversations, one tidy inbox Bring customer conversations from every channel, organized in one contextual workspace.”
- **ProProfs Help Desk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “One Inbox for Seamless Collaboration”
- **Zoho Desk — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Business Messaging Embed a live chat widget on your website or app to engage in real-time conversations with logged-in customers and seamlessly convert chats into support tickets.”
- **ProProfs Help Desk — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Live Chat for instant support”
- **Zoho Desk — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Telephony Integrate with leading telephony providers and set up a toll-free number to provide inbound and outbound phone support to your customers.”
- **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.”
- **Zoho Desk — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Instant messaging Communicate with customers on WhatsApp, Instagram, Facebook Messenger, Telegram, WeChat, and Line from Zoho Desk's Instant Messaging module.”
- **ProProfs Help Desk — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/pricing/. Evidence: “Omnichannel (WhatsApp, Facebook & more)”
- **Zoho Desk — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Social media Respond to brand mentions and support tickets received from Instagram, Facebook, and X using Zoho Desk's social media module.”
- **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”
- **Zoho Desk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Knowledge base Create a repository of help articles, guides, and FAQs so customers can find assistance anytime.”
- **ProProfs Help Desk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Knowledge Base for 24/7 self-help”
- **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”
- **Zoho Desk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/. Evidence: “Commit Set service level agreements with automated escalations and deadline tracking.”
- **ProProfs Help Desk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “SLA tracking and alerts built in”
- **Zoho Desk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Skill-based assignment Automatically route tickets to agents based on their proficiency and availability.”
- **ProProfs Help Desk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Automatically assign tickets to agents”
- **Zoho Desk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/. Evidence: “Orchestrate Auto-trigger actions based on events and guide teams through step-by-step resolution processes.”
- **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”
- **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.”
- **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.”
- **Zoho Desk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Generative AI (BYOK) Connect your OpenAI (Availability: US, EU, AU, IN, JP, CA, UAE DCs ) or DeepSeek (Availability: CN DC) API key to enable GenAI capabilities such as customer sentiment analysis, contextual ticket summarization, and smart reply suggestions.”
- **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.”
- **Zoho Desk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Customer happiness ratings Automate the process of asking customers to rate the service upon ticket closure or after each response.”
- **ProProfs Help Desk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.proprofsdesk.com/. Evidence: “Share automated CSAT surveys to gather valuable feedback”
- **Zoho Desk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Custom lookup fields Establish a one-to-many relationship between data fields across different modules.”
- **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.”
- **Zoho Desk — Multiple brands:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Multi-brand help center Create self-service portals for multiple brands within the same Zoho Desk account.”
- **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.)”
- **Zoho Desk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Multilingual help center Publish Knowledge Base articles in over 40 languages.”
- **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”
- **Zoho Desk — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/. Evidence: “Deeply integrated Integrates with 360+ apps, including the Zoho ecosystem and your existing stack.”
- **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”
- **Zoho Desk — Webhooks:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Webhooks Send automated messages or information to third-party apps every time an event occurs in Zoho Desk.”
- **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.”
- **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”
- **Zoho Desk — Free plan:** Yes. Last verified 4 September 2026. Source: https://www.zoho.com/desk/pricing.html?source_from=zdesk_homepage. Evidence: “Zoho Desk Free Edition Easy email ticketing, right out of the box! Zoho Desk's free plan offers three user licenses to help you start small and grow your support team. ₹ 2,600 Free Forever”
- **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”