Hiver vs. Vision Helpdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 8.0 out of 10
N/A
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like support@ or sales@ without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products. Hiver is used by thousands of companies…
$14
/user/month
Vision Helpdesk
Score 9.5 out of 10
Small Businesses (1-50 employees)
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.…
$8
per month
Pricing
HiverVision Helpdesk
Editions & Modules
PLUS PLAN
$14.00
/user/month
PREMIUM PLAN
$22.00
/user/month
ENTERPRISE PLAN
$34.00
/user/month
Starter Help Desk
$8
per month per seat
Starter Help Desk
$12
per month per seat
Pro Help Desk
$16
per month per seat
Satellite Help Desk
$20
per month per seat
Pro Help Desk
$20
per month per seat
Satellite Help Desk
$24
per month per seat
Pro Service Desk
$24
per month per seat
Pro Service Desk
$32
per month per seat
Ent Service Desk
$32
per month per seat
Ent Service Desk
$48
per month per seat
Offerings
Pricing Offerings
HiverVision Helpdesk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
HiverVision Helpdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
1.7
3 Ratings
130% below category average
Vision Helpdesk
6.8
3 Ratings
17% below category average
Organize and prioritize service tickets1.03 Ratings8.03 Ratings
Ticket creation and submission2.03 Ratings6.03 Ratings
Ticket response2.03 Ratings5.03 Ratings
Subscription-based notifications00 Ratings8.03 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
3.0
3 Ratings
90% below category average
Vision Helpdesk
7.0
3 Ratings
12% below category average
Email support3.03 Ratings6.03 Ratings
Customer portal00 Ratings8.03 Ratings
Social integration00 Ratings7.03 Ratings
Help Desk CRM integration00 Ratings7.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
-
Ratings
Vision Helpdesk
5.0
2 Ratings
45% below category average
External knowledge base00 Ratings5.02 Ratings
Internal knowledge base00 Ratings5.02 Ratings
Best Alternatives
HiverVision Helpdesk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverVision Helpdesk
Likelihood to Recommend
1.0
(3 ratings)
5.0
(4 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(1 ratings)
Usability
3.0
(1 ratings)
8.2
(1 ratings)
Support Rating
4.0
(1 ratings)
6.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
HiverVision Helpdesk
Likelihood to Recommend
Hiver
Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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Vision Helpdesk
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.
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Pros
Hiver
  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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Vision Helpdesk
  • 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.
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Cons
Hiver
  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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Vision Helpdesk
  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
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Likelihood to Renew
Hiver
No answers on this topic
Vision Helpdesk
For us it's really best solution.
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Usability
Hiver
Easy to use
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Vision Helpdesk
Really simple, good-looking interface, many features and customizations
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Support Rating
Hiver
Support is there, can be slow at times.
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Vision Helpdesk
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.
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Alternatives Considered
Hiver
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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Vision Helpdesk
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.
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Return on Investment
Hiver
  • Hiver has increased the efficiency by which we address emailed questions and concerns.
  • Hiver increases transparency between team members.
  • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
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Vision Helpdesk
  • 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).
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ScreenShots

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of Access shared mailboxScreenshot of Collision alerts feature

Vision Helpdesk Screenshots

Screenshot of Vision Helpdesk's - Satellite/ Multi Company Help DeskScreenshot of Vision Helpdesk's - ITSM Service Desk SoftwareScreenshot of Vision Helpdesk's - Live Chat SoftwareScreenshot of Vision Helpdesk's - Help Desk Software