Vision Helpdesk software


27 reviews(4.5/5)
27 reviews(4.5/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

27 Reviews of Vision Helpdesk

Showing 1 - 20 of 27

Start your review of Vision Helpdesk

Click to start
  • July 2018

    Pretty good app for managing tickets

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This Vision Helpdesk was something I tried first when heard about the free trial, what a great plus. I thinks it's very cheap and you can get that value in return with some nice features. I'm always able to access and update tickets.

    Works fine with a good looking font. Easy-to-normal to use. Good software for a good price.

    Cons

    Well I didn't liked at all the User Interface as I think it needs a face lift. Sometimes when trying to set a category, subcategory or item, the app crashes back to Inbox.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Dennis from Bright Consortium Ltd

    May 2018

    Best software for managing the various internet based customer interaction channels

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Talking to customers using Facebook, Twitter and other platforms is faster

    Pros

    Price friendly where its is easy to afford and install
    Offers the comfort of managing all the communication with customers using the social media channels in one stop

    Cons

    The product needs more time before it becomes operational in your devices. Other than that I have nothing terrible to say in regards to this product

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ganesh from Loylogic Technologies

    September 2017

    VHD tool & team has been instrumental for one of our significant client business.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy Navigation however UI can be improved.
    simplified set up.
    supportive team.
    cost friendly
    reporting customization should be improved.

    Cons

    some features are add on's should be easily removable as per requirement.
    documentation on overview and API's can be strong.
    Add more support staff to cater to increasing client list.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    September 2017

    Thank you Ganesh for your valuable feedback:) We appreciate your suggestions.

  • Rohit from DXC Technology

    Number of employees: 10,000+ employees

    August 2017

    Easy Setup,Great product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    software is the possibility to include all the systems we use

    Easy to use - Clean interface ,Support team - features - prices.

    software is a multi-channel solution that uses digital tickets to centralize customer conversations that occur through email, a web portal, social media channels, telephone, and live chats

    Cons

    The installation of the software needs much time.Other than that I have nothing bad to say about this software

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Kyle from Gayming

    Number of employees: 1 employee

    April 2017

    Vision Helpdesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    April 2017

    Thank you Kyle.

  • Michael from Reconnect CHS

    March 2017

    Easy Setup, Intuitive GUI

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Hafifah from Sir Johnathan North Community College

    Number of employees: 501-1,000 employees

    June 2016

    Great product and would recommend

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Patricia from Early Learning Coalition of Pinellas County, Inc.

    Number of employees: 51-200 employees

    June 2016

    Non-Profit Friendly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Mike from Stichting Gepest-Worden Nederland

    Number of employees: 11-50 employees

    June 2016

    Good system - easy in use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • April 2016

    My Look On Vision Help Desk

    Ease-of-use
    Quality
    Support
    Value for Money

    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!

    Review Source: GetApp
  • Mauricio from N/A

    April 2016

    Support for Vision Helpdesk

    Ease-of-use
    Quality
    Support

    Great customer support. I really recommend vision helpdesk.

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    April 2016

    Thank you Mauricio..

  • Aleks from Noplag

    March 2016

    Great software!

    Ease-of-use
    Quality
    Support

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

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    March 2016

    Thank you :) Glad to know you like our product and customer support.

  • Gaurav from Webfries IT Solutions Pvt Ltd

    March 2016

    Vision helpdesk has a significant role in making us a Brand

    Ease-of-use
    Quality
    Support

    Pros - Support team - features - prices - ease of use Cons - documentation can be improved

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    March 2016

    Thank you Gaurav for your valuable feedback.

  • Jong from Xavier University

    March 2016

    Vision Helpdesk ¿ A breath of fresh air!

    Ease-of-use
    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

    Review Source: Capterra
  • Budhaditya from Virtual World

    March 2016

    Awesome Software and Support

    Ease-of-use
    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!

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    March 2016

    Thank you for showing trust in our product and our company right from the beginning.

  • Valentin from Suprag Solutions AG

    December 2015

    Effective, Easy - just great!

    Ease-of-use
    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.

    Review Source: Capterra

    Response: Vision Helpdesk, JPK Software Solutions

    December 2015

    Thank you Valentin, We are glad to know Vision Helpdesk is best suited for your support operations. Happy New Year :)

  • Pavel from ActiveCloud

    Number of employees: 51-200 employees

    October 2015

    Best Help Desk

    Ease-of-use
    Quality
    Support
    Value for Money

    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

    Review Source: GetApp

    Response: Vision Helpdesk, JPK Software Solutions

    October 2015

    Thank you Pavel :) We appreciate your kind words.

  • Max from WebhostUK LTD

    September 2015

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

    Ease-of-use
    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.

    Review Source: Capterra
  • Gitesh from DBAMETRIX Solutions

    Number of employees: 11-50 employees

    October 2014

    Excellent Help Desk software with wonderful features.

    Quality
    Support
    N/A

    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.

    Review Source: GetApp
  • August 2014

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

    Quality
    Support
    N/A

    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.

    Review Source: GetApp
Do you use Vision Helpdesk?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639