What users are saying about
10 Ratings
10 Ratings
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Score 6.8 out of 100
8 Ratings
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Score 9.5 out of 100

Feature Set Ratings

  • Vision Helpdesk ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

2.3

Hiver

23%
6.8

Vision Helpdesk

68%
Vision Helpdesk ranks higher in 4/4 features

Organize and prioritize service tickets

1.7
17%
3 Ratings
8.0
80%
3 Ratings

Ticket creation and submission

2.6
26%
3 Ratings
6.0
60%
3 Ratings

Ticket response

2.6
26%
3 Ratings
5.0
50%
3 Ratings

Subscription-based notifications

N/A
0 Ratings
8.0
80%
3 Ratings

Multi-Channel Help

3.5

Hiver

35%
7.0

Vision Helpdesk

70%
Vision Helpdesk ranks higher in 4/4 features

Email support

3.5
35%
3 Ratings
6.0
60%
3 Ratings

Customer portal

N/A
0 Ratings
8.0
80%
3 Ratings

Social integration

N/A
0 Ratings
7.0
70%
3 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.0
70%
1 Rating

Self Help Community

Hiver

Feature Set Not Supported
N/A
5.0

Vision Helpdesk

50%
Vision Helpdesk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Internal knowledge base

N/A
0 Ratings
5.0
50%
2 Ratings

Attribute Ratings

  • Vision Helpdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

1.8

Hiver

18%
3 Ratings
5.0

Vision Helpdesk

50%
4 Ratings

Likelihood to Renew

Hiver

N/A
0 Ratings
9.1

Vision Helpdesk

91%
1 Rating

Usability

3.0

Hiver

30%
1 Rating
8.2

Vision Helpdesk

82%
1 Rating

Support Rating

4.0

Hiver

40%
1 Rating
6.0

Vision Helpdesk

60%
4 Ratings

Implementation Rating

Hiver

N/A
0 Ratings
9.1

Vision Helpdesk

91%
2 Ratings

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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Pricing Details

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Vision Helpdesk

Starting Price

$8 per month

Editions & Modules

Vision Helpdesk editions and modules pricing
EditionModules
Starter Help Desk$81
Pro Help Desk$162
Satellite Help Desk$203
Starter Help Desk$124
Satellite Help Desk$245
Pro Service Desk$326
Ent Service Desk$327
Pro Service Desk$248
Ent Service Desk$489
Pro Help Desk$2010

Footnotes

  1. per month per seat
  2. per month per seat
  3. per month per seat
  4. per month per seat
  5. per month per seat
  6. per month per seat
  7. per month per seat
  8. per month per seat
  9. per month per seat
  10. per month per seat

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

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

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