ServiceNow Customer Service Management vs. Vision Helpdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
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
ServiceNow Customer Service ManagementVision Helpdesk
Editions & Modules
No answers on this topic
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
ServiceNow Customer Service ManagementVision Helpdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ServiceNow Customer Service ManagementVision Helpdesk
Top Pros
Top Cons
Features
ServiceNow Customer Service ManagementVision Helpdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow Customer Service Management
7.0
6 Ratings
11% below category average
Vision Helpdesk
6.8
3 Ratings
14% below category average
Organize and prioritize service tickets7.66 Ratings8.03 Ratings
Expert directory7.95 Ratings00 Ratings
Subscription-based notifications7.15 Ratings8.03 Ratings
ITSM collaboration and documentation4.45 Ratings00 Ratings
Ticket creation and submission9.16 Ratings6.03 Ratings
Ticket response6.06 Ratings5.03 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow Customer Service Management
4.8
5 Ratings
46% below category average
Vision Helpdesk
5.0
2 Ratings
42% below category average
External knowledge base4.44 Ratings5.02 Ratings
Internal knowledge base5.15 Ratings5.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow Customer Service Management
6.3
6 Ratings
19% below category average
Vision Helpdesk
7.0
3 Ratings
8% below category average
Customer portal7.24 Ratings8.03 Ratings
IVR5.34 Ratings00 Ratings
Social integration3.54 Ratings7.03 Ratings
Email support7.45 Ratings6.03 Ratings
Help Desk CRM integration8.25 Ratings7.01 Ratings
Best Alternatives
ServiceNow Customer Service ManagementVision Helpdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow Customer Service ManagementVision Helpdesk
Likelihood to Recommend
7.4
(6 ratings)
5.0
(4 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(1 ratings)
Usability
10.0
(1 ratings)
8.2
(1 ratings)
Support Rating
9.0
(1 ratings)
6.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
ServiceNow Customer Service ManagementVision Helpdesk
Likelihood to Recommend
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
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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
ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
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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
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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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
ServiceNow
No answers on this topic
Vision Helpdesk
For us it's really best solution.
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Usability
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
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Vision Helpdesk
Really simple, good-looking interface, many features and customizations
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Support Rating
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
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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
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
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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
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
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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

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