HelpSpot vs. Vision Helpdesk

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.

Incentivized

I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.

Incentivized

• HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
• HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
• HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.

Incentivized

• 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.

• The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
• The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.

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

My current job does not use this platform as it is not necessary for my job function.

Incentivized

For us it's really best solution.

Really simple, good-looking interface, many features and customizations

Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.

Incentivized

HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz

Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.

Incentivized

• Improved ticket response time
• Workload reporting to upper management
• Ticket category reporting to identify training opportunities

Incentivized

• 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).