Vision Helpdesk Software


 

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.

 

Vision Helpdesk - Dashboard
 
  • Vision Helpdesk - Dashboard
    Dashboard
  • Vision Helpdesk - Staff collaboration
    Staff collaboration
  • Vision Helpdesk - Multi-channel support
    Multi-channel support
  • Vision Helpdesk - Incident management
    Incident management
  • Vision Helpdesk - Ticketing system
    Ticketing system
Supported Operating System(s):
Web browser (OS agnostic)

22 Reviews of Vision Helpdesk

Showing 1-20 of 22

 

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Kyle from Gayming
Number of employees: 1 employee Employees number: 1 employee

April 2017

April 2017

Vision Helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

I like that you can monitor your staffs progress

Cons

I don't like that the forums page is difficult to use

Advice to Others

It's great!

Source: Capterra
 

Michael from Reconnect CHS

March 2017

March 2017

Easy Setup, Intuitive GUI

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy Setup, Clean and Intuitive GUI. Good features.

Cons

I was not able to locate a quick-start guide, but it will help on the initial configuration.

Source: Capterra
 

Hafifah from Sir Johnathan North Community College
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2016

June 2016

Great product and would recommend

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

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.

Cons

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.

Advice to Others

Try it out. There is a free trial and simple enough to setup.

Source: Capterra
 

Patricia from Early Learning Coalition of Pinellas County, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

Non-Profit Friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Mike from Stichting Gepest-Worden Nederland
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2016

June 2016

Good system - easy in use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

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!

Cons

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.

Source: Capterra
 

kyle

April 2016

April 2016

My Look On Vision Help Desk

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

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!

Pros

- 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!

Cons

- 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!

Source: GetApp
 

Mauricio from N/A

April 2016

April 2016

Support for Vision Helpdesk

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Great customer support.

I really recommend vision helpdesk.

Source: Capterra
 

Aleks from Noplag

March 2016

March 2016

Great software!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Thank you Vision Helpdesk team for the great product and outstanding customer support experience!

Source: Capterra
 

Gaurav from Webfries IT Solutions Pvt Ltd

March 2016

March 2016

Vision helpdesk has a significant role in making us a Brand

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros
- Support team
- features
- prices
- ease of use

Cons
- documentation can be improved

Source: Capterra
 

Jong from Xavier University

March 2016

March 2016

Vision Helpdesk ¿ A breath of fresh air!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.
Pros:
¿ 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
¿ Feature-rich
¿ Great customer service support
Cons: As of now, NONE

Source: Capterra
 

Budhaditya from Virtual World

March 2016

March 2016

Awesome Software and Support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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!

Source: Capterra
 

Valentin from Suprag Solutions AG

December 2015

December 2015

Effective, Easy - just great!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Pavel from ActiveCloud
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2015

October 2015

Best Help Desk

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Thank you for supporting Open-Sourve projects
Very convenient localization system

Cons

Problems in the work is not found

Source: GetApp
 

Max from WebhostUK LTD

September 2015

September 2015

Vision Help desk is the best Help desk Software we have used in past 13 years...

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Gitesh from DBAMETRIX Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2014

October 2014

Excellent Help Desk software with wonderful features.

Product Quality

Product Quality
Quality

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.

Pros

SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc

Cons

Till today I didn't find out any.

Source: GetApp
 

Ryan

August 2014

August 2014

Affordable Helpdesk Solution with all the fruit of the big players,

Product Quality

Product Quality
Quality

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.

Pros

Fully featured
Affordable
Great client support.

Source: GetApp
 

patrickjs

November 2013

November 2013

Their chat support team is great

Product Quality

Product Quality
Quality

They respond quickly with their chat support. Issues are also usually fixed during the chat. Vicky J and Sonam Shah are tech rockstars!

Pros

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.

Cons

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.

Source: GetApp
 

ilovetech

November 2013

November 2013

I would recommend this to anybody

Product Quality

Product Quality
Quality

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

Pros

Flexibility

Source: GetApp
 

RShosting

February 2013

February 2013

Best Helpdesk with affordable prices

Product Quality

Product Quality
Quality

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.

Source: GetApp
 

Max

February 2013

February 2013

Best Help Desk - Vision Helpdesk Software

Product Quality

Product Quality
Quality

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.

Source: GetApp
 
 
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