{
  "schemaVersion": 1,
  "id": "proprofs-help-desk-vs-re-amaze",
  "products": [
    "proprofs-help-desk",
    "re-amaze"
  ],
  "conclusion": "ProProfs Help Desk and Re:amaze are closely matched for core workflows. Both support free plan, API access, email ticketing, shared inbox, and live chat. ProProfs Help Desk has confirmed gdpr compliance, phone support, whatsapp support, and customer portal.",
  "decisionPoints": [
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "ProProfs Help Desk has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.phoneSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "ProProfs Help Desk has confirmed phone support; phone support is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.whatsappSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "ProProfs Help Desk has confirmed whatsapp support; whatsapp support is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.customerPortal",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "ProProfs Help Desk has confirmed customer portal; customer portal is not yet confirmed for Re:amaze."
    }
  ],
  "sharedStrengths": [
    {
      "path": "pricing.freeTier",
      "label": "Free plan",
      "importance": 9
    },
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 86,
    "b": 54,
    "gap": 32
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
            "excerpt": "Email Ticketing (100 tickets/month) Convert every incoming email into a trackable support ticket",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "One Inbox for Seamless Collaboration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "A shared inbox for your entire team to manage customer conversations from multiple channels",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Live Chat for instant support",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Chat Live chat with automated messaging, chatbots, and video calls for your website or web app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "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.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
            "excerpt": "Omnichannel (WhatsApp, Facebook & more)",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Create tickets from Facebook DMs & web forms",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Knowledge Base for 24/7 self-help",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "FAQ Customizable and embeddable FAQ center to help customers help themselves.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "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",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "SLA tracking and alerts built in",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Automatically assign tickets to agents",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Automation Saves Agents 2 Hrs a Day Take automation to a whole new level with Round-Robin or advanced ticket assignment",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Automate common tasks using a combination of workflow macros and AI",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Canned Responses Boost efficiency with pre-written replies for fast and consistent answers.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "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.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Respond with AI Respond to customers professionally with AI suggested responses.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "AI TICKET SUMMARIZATION Long, Messy Thread? AI Gives You the Gist in Seconds Long email threads distilled into a single crisp summary.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Summarize with AI Save time and increase team productivity with professional conversation summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "Collision detection helps prevent embarrassing moments.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-26a9d55ecc4adaa0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-26a9d55ecc4adaa0",
            "excerpt": "Share automated CSAT surveys to gather valuable feedback",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
            "excerpt": "Custom Fields & Filters Add more details about a ticket to speed up the ticket resolving process.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Multibrand Manage multiple support sites for multiple brands in one Re:amaze account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
            "excerpt": "Unlimited Inboxes Easily manage all customer-facing inboxes (sales@, support@, help@, billing@, contact@ etc.)",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-f4bab34567342807"
        ],
        "evidence": [
          {
            "sourceId": "ingest-f4bab34567342807",
            "excerpt": "Access customer and order info from Shopify inside tickets Shopify Integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Re:amaze for Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-f4bab34567342807"
        ],
        "evidence": [
          {
            "sourceId": "ingest-f4bab34567342807",
            "excerpt": "Close the loop between support and sales with our native Salesforce integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-f59db8d0c2e50e8c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-f59db8d0c2e50e8c",
            "excerpt": "CATEGORIES All categories All categories Chatbots Chatbots Communications Communications CRM CRM E-Commerce E-Commerce Email Marketing Email Marketing Payments Payments Social Media Social Media Other Other",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
            "excerpt": "API & Webhooks \"Connect your helpdesk to any internal system using a full REST API with Create, Read, Update, and Search endpoints",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Developer Home Embed SDK Mobile SDK Custom Module SDK JSON API Reference",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "proprofs-help-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9374def660b26192"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9374def660b26192",
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}