Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments.
This software allows businesses to automate ticket workflow using rule-based criteria and centralize the recording of multiple channels of support conversations, including those taking place via emails, calls, chats, web portals and social media accounts.
Businesses can configure flexible working hours for their staff and create ticket escalation rules for providing timely response to all incoming inquiries. Vision Helpdesk enables implementing rules for processing tickets, setting progress alerts and sending incident acknowledgment notifications to the inquirer.
Users can speed up multiple ticket operations, such as changing bulk incident status with a single click, prioritizing tickets, allocating multiple tickets to a number of agents and tracking overall progress using macros.
Vision Helpdesk also provides a collaborative platform for agents to communicate, share documents and improve team engagement on ticket issues. Businesses can gamify activities and set up agent achievement levels with rewards to ensure a productive business environment.
The solution also comes with a mobile app available for Android, iOS and Windows Phone devices.
Kyle from Gayming
Employees number: 1 employee
Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing
I like that you can monitor your staffs progress
I don't like that the forums page is difficult to use
Michael from Reconnect CHS
Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward.
The GUI is clean and intuitive. The dashboard provides an informative snapshot on ticket, tasks and items related to ITIL. The visualization of ticket activity on the Home page makes tracking responses easy.
The template style to configure Workflow, Micro and Alerts shortens the time to add new functionalities, this helps. The SLA feature is a plus on keeping users on track to meet expectations.
The ServiceDesk is well-rounded and feature-rich product, with many possibilities to integrate with other service providers.
Easy Setup, Clean and Intuitive GUI. Good features.
I was not able to locate a quick-start guide, but it will help on the initial configuration.
Hafifah from Sir Johnathan North Community College
Employees number: 501-1,000 employees
You can customize it to fit your individual and company needs. You can add your company logo and change colour. There is an array of features and the user interface is very user-friendly. Although we needed to set up it on ubuntu (but you don't have to) it has proved very easy to set up and get working. Customer service is very quick to respond as well.
What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.
The guides on how to accomplish certain things can be hard to find. For instance when I first started to customize it there wasn't very much information available but customer service were always quick to reply to enquiries.
Try it out. There is a free trial and simple enough to setup.
Patricia from Early Learning Coalition of Pinellas County, Inc.
Employees number: 51-200 employees
Greatly appreciate the free non-profit version. We are a social services agency and the software helps keep us on track so we can serve our clients.
Mike from Stichting Gepest-Worden Nederland
Employees number: 11-50 employees
The experience of the Helpdesk is very good. We use this system to help young people, children most, with their problem about bullying in the Netherlands. The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms. Also LiveZilla, we use for LiveChat, is integrated.
The most I like of these software is the possibility to include all the systems we use. So there is one platform to use for all our customer support abilities. Very useful!
The installation of the software needs much time. But the Vision Helpdesk will provide you with all the support they've got. So thats useful.
Vision Help Desk (VHD) is a great piece of software which allows you to connect with your customers easily. I used VHD for a few days now and I am loving it, the reason I have been using it is because I have been looking for a system where our users can connect with us without hassle and VHD offers that!
- Easy to use
- Clean interface
- Everything you need is at the tip of your fingers!
- I love how they send you an email when someone submits a ticket!
- I had a few issues while installing but support team solved that pretty quickly.
Other than that I have nothing bad to say about this software!
Mauricio from N/A
Great customer support.
I really recommend vision helpdesk.
Aleks from Noplag
Thank you Vision Helpdesk team for the great product and outstanding customer support experience!
Gaurav from Webfries IT Solutions Pvt Ltd
- Support team
- ease of use
- documentation can be improved
Jong from Xavier University
The solution offered by Vision helpdesk definitely meet the requirements of the institution. Upon testing the product, we honestly think that the modern and technical design is great and also very flexible.
¿ Intuitive ticket and problem linking
¿ Flexible staff and admin role setup
¿ Granular user permissions
¿ Excellent data-rich reporting tool
¿ Awesome automation and workflow
¿ Robust and dynamic team and department designation
¿ Great customer service support
Cons: As of now, NONE
Budhaditya from Virtual World
Simplicity, Design, Features is what sets Vison Helpdesk apart !
Support has been excellent and we are very happy to be associated with them all these years. Kudos to the team Vision Helpdesk. Any issue or question is answered almost immediately. Easy to manage all support from one place. The support staff at Vision Helpdesk are excellent, they allow you to add them on Skype and literally guide through step. I am looking forward and wish the team good luck. Vision Helpdesk is a great product!
Valentin from Suprag Solutions AG
Suprag Solutions AG is an integrator of IT-, Telefony-, Video- and VoiceRecording-Solutions.
With the ticketsystem of Visionhelpdesk, we are administering all Helpdesk- and Project-Tickets, including time-trackings.
The Team of Visionhelpdesk has even developped features for us, which enable us, to easily bill all tracked time by a simple, but transparent report.
Before choosing Visionhelpdesk, we have seen lots of tools. The decision to take this solution has been made within just 1 day of evaluation and we are still very happy - especially because of the great teamwork with the Visionhelpdesk Team.
Pavel from ActiveCloud
Employees number: 51-200 employees
Vision Helpdesk is great product! The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s. Vision Helpdesk is the best product on the market helpdesk system.
Thank you for supporting Open-Sourve projects
Very convenient localization system
Problems in the work is not found
Max from WebhostUK LTD
We have been in hosting industry since 2003 and help desk is a major part of our business.. we have previously used different help desk from free to paid from OSticket to Kayako.. but by far looking at features, price and performance Vision Helpdesk has just made our life much easier. Blabby feature has help staff knowledge sharing. Using Vision helpdesk since 2010 and it has improve alot all this year.. good product highly recommended for customer support software requirement.
Gitesh from DBAMETRIX Solutions
Employees number: 11-50 employees
We used most of all opensource free help desks like osticket, trellis desk, hesk, etc. There are certain limitations of opensource ticketing system and those are not secure. Due to these reasons, we switched to Vision HelpDesk. It is excellent experience because Vision Helpdesk product is having nice features like SLA supported, providing good reports, unlimited agents, multi-site supported, profession looks, customization available, cost effective, constant updates. We got wonderful support from their support team and our every issue is being resolved very quickly. What else is required? I found Vision Help Desk is really excellent product comparatively with other competitors.
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc
Till today I didn't find out any.
After piloting over 8 of the most reputable help desk providers we settled with Vision.
They provide all the functionality of the larger Help Desk providers at an affordable cost.
Their company based ("satellite") pricing structure for SaaS makes them far more competitive than any other Help Desk solution on the market using a staff based pricing structure.
Great client support.
They respond quickly with their chat support. Issues are also usually fixed during the chat. Vicky J and Sonam Shah are tech rockstars!
Chat support is great! They respond quickly with their chat support. Issues are also usually fixed during the chat. Vicky J and Sonam Shah are tech rockstars!
Pricing is also good (It's not per agent/monthly) - great for small teams on budget.
Email support team is a little slow to respond. I guess it's the queue but at least you can easily contact them via skype or online chat.
I have been using this on their free license for non-profit companies and I am loving this as it is! I don't feel any changes needed and I would recommend this to anybody
Vision helpdesk have now become our personal favorite when it comes to choosing an online helpdesk software to manage support for your customers. We were a former Kayako customer, who have now opted for Vision helpdesk for their extra-ordinary features which are available at affordable costs.
Vision helpdesk is truely multi-domain, multi-company helpdesk, allowing you to manage n number of companies with n number of staff conveniently and also preserving the privacy of each company when replying a customer query.
We have found them to be the best helpdesk so far and recommend Vision helpdesk highly for people who are seeking online web based customer support helpdesk.
We highly recommend Vision Help Desk Software!
Vision Helpdesk is value for money, feature rich and simple to use.
Also their support team is very responsive and always ready to help.