Vision Helpdesk

Score9.5 out of 10

8 Reviews and Ratings

What is Vision Helpdesk?

Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools.

Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals, chat, phone, and API.

Satellite Help Desk Software - A multi-company/brand/product help desk software that allows users to manage support for multiple companies in place.

ITIL / ITSM Service Desk Software - Vision Helpdesk IT Service desk software follows the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). This product is a service desk that includes CMDB, Release Management, Change Management, Solution or Knowledgeable Management, Problem Management, Incident Management, and Asset Management.

Live Chat Software - A secure, real-time multi-company live chat messaging platform that improves customer engagement by helping sales teams to convert website visitors into paying customers. Further, It aims to enhance customer support team productivity by giving them the ability to deliver quick and reliable support.

Categories & Use Cases

Media

Vision Helpdesk's - Satellite/ Multi Company Help Desk

Vision Helpdesk's - ITSM Service Desk Software

1 / 4

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2

Ticket response
Agents can easily follow up with customers.
Category average: 8.8
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1

Lane Edwards View profile

Assistant Operations Manager at b-glowing (11-50 employees employees)

Pros

It's very affordable
Vision Helpdesk has a lot of customization options
Vision Helpdesk has a lot of features

Cons

Vision Helpdesk has very little out of the box configurations. Almost everything has to be touched by someone.
While it has a lot of options, it's not that simple to integrate with other platforms.

Return on Investment

Vision Helpdesk worked for a time when our company had someone who could help manage and organize it. Once that person left earlier this year we stopped using it.

Alternatives Considered

GrooveHQ

Other Software Used

Slack, Microsoft Office 365

Y Ce

Project Manager in Corporate at Celik IT (1-10 employees employees)

Pros

Ticketing - We can communicate with more employees on Vision Helpdesk and with our clients. Emails are organized and professionally structured. People now know that we are a more professional NGO.
The advantage of using the social media plugins are a must! Previously we were commanded to login each time on a social media platform to check any mentioning or messages. Now it is all integrated in our new platform, Vision Helpdesk.

Cons

An iOS app xD..
Vision Helpdesk is a complete platform with a lot of features. The point is that we are a NGO and are not using all the features at all.

Return on Investment

Better communication. Organized.
Client structuring.

Alternatives Considered

Freshdesk and Kayako

Max F View profile

CTO in Information Technology at Webhostuk Ltd (11-50 employees employees)

Pros

Ticket handling and Ticket Labeling.
We can offer anonymous white label support to our reseller hosting customers using their Satellite helpdesk feature.
The Blabby feature has been helpful to our staff members in terms of sharing knowledge or discussing any client issues internally to offer a fast resolution to customer issues.

Cons

Chat feature.
Remote desktop.
Get more integration with other software and Mobile apps.

Return on Investment

Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).

Verified User

Administrator in Customer Service (1-10 employees employees)

Pros

The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
Good-looking, with good visualisation and usability dashboard.
Ticket transfer between support users, comments, ticket printing.
The best price and functionality, comparing to other help desks.
Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.

Cons

Integration with prestashop
Customising PDF export
Possibility to get custom SMS API

Return on Investment

User-friendly, understandable design

Other Software Used

osTicket, Zendesk, Freshdesk

Usability

Zendesk Suite

Freshdesk

LiveAgent

Vision Helpdesk