50 Ratings
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Score 7.7 out of 100
8 Ratings
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Score 9.5 out of 100

Feature Set Ratings

  • ServiceNow Customer Service Management ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.8

ServiceNow Customer Service Management

78%
6.8

Vision Helpdesk

68%
ServiceNow Customer Service Management ranks higher in 5/6 features

Organize and prioritize service tickets

8.0
80%
9 Ratings
8.0
80%
3 Ratings

Expert directory

7.6
76%
8 Ratings
N/A
0 Ratings

Subscription-based notifications

7.8
78%
8 Ratings
8.0
80%
3 Ratings

ITSM collaboration and documentation

7.2
72%
8 Ratings
N/A
0 Ratings

Ticket creation and submission

8.8
88%
9 Ratings
6.0
60%
3 Ratings

Ticket response

7.5
75%
9 Ratings
5.0
50%
3 Ratings

Self Help Community

7.5

ServiceNow Customer Service Management

75%
5.0

Vision Helpdesk

50%
ServiceNow Customer Service Management ranks higher in 2/2 features

External knowledge base

7.6
76%
6 Ratings
5.0
50%
2 Ratings

Internal knowledge base

7.4
74%
8 Ratings
5.0
50%
2 Ratings

Multi-Channel Help

7.1

ServiceNow Customer Service Management

71%
7.0

Vision Helpdesk

70%
ServiceNow Customer Service Management ranks higher in 4/5 features

Customer portal

8.1
81%
7 Ratings
8.0
80%
3 Ratings

IVR

5.8
58%
5 Ratings
N/A
0 Ratings

Social integration

5.6
56%
6 Ratings
7.0
70%
3 Ratings

Email support

7.6
76%
8 Ratings
6.0
60%
3 Ratings

Help Desk CRM integration

8.4
84%
7 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • ServiceNow Customer Service Management is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.8

ServiceNow Customer Service Management

78%
9 Ratings
5.0

Vision Helpdesk

50%
4 Ratings

Likelihood to Renew

ServiceNow Customer Service Management

N/A
0 Ratings
9.1

Vision Helpdesk

91%
1 Rating

Usability

10.0

ServiceNow Customer Service Management

100%
1 Rating
8.2

Vision Helpdesk

82%
1 Rating

Support Rating

9.0

ServiceNow Customer Service Management

90%
1 Rating
6.0

Vision Helpdesk

60%
4 Ratings

Implementation Rating

ServiceNow Customer Service Management

N/A
0 Ratings
9.1

Vision Helpdesk

91%
2 Ratings

Likelihood to Recommend

ServiceNow Customer Service Management

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.
Anonymous | TrustRadius Reviewer

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.
Lane Edwards | TrustRadius Reviewer

Pros

ServiceNow Customer Service Management

  • 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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

ServiceNow Customer Service Management

  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Anonymous | TrustRadius Reviewer

Vision Helpdesk

  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Max F | TrustRadius Reviewer

Pricing Details

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Vision Helpdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

$8 per month

Vision Helpdesk Editions & Modules

On-premise Edition
Starter Help Desk$81
Pro Help Desk$161
Satellite Help Desk$201
Ent Service Desk$321
Pro Service Desk$241
  1. per month per seat
SaaS Edition
Starter Help Desk$121
Satellite Help Desk$241
Pro Service Desk$321
Ent Service Desk$481
Pro Help Desk$201
  1. per month per seat
Additional Pricing Details

Likelihood to Renew

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Vision Helpdesk

Vision Helpdesk 9.1
Based on 1 answer
For us it's really best solution.
Anonymous | TrustRadius Reviewer

Usability

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Vision Helpdesk

Vision Helpdesk 8.2
Based on 1 answer
Really simple, good-looking interface, many features and customizations
Anonymous | TrustRadius Reviewer

Support Rating

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Vision Helpdesk

Vision Helpdesk 6.0
Based on 4 answers
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.
Lane Edwards | TrustRadius Reviewer

Alternatives Considered

ServiceNow Customer Service Management

ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
Veeral Oza | TrustRadius Reviewer

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.
Y Ce | TrustRadius Reviewer

Return on Investment

ServiceNow Customer Service Management

  • 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.
Anonymous | TrustRadius Reviewer

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).
Max F | TrustRadius Reviewer

Screenshots

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