SnapEngage vs. Vision Helpdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SnapEngage
Score 7.5 out of 10
N/A
SnapEngage can be installed on any website and is designed for companies of any size. Sales and Support teams can chat with company website visitors while they browse and offer assistance in real time. This solution includes a "Call Me" feature to incorporate voice and text communication in one bundle. SnapEngage's real-time integration with CRM platforms and Help Desk automatically creates new leads or support cases when visitors request help from the company website. Chat transcripts are…
$60
per 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
SnapEngageVision Helpdesk
Editions & Modules
Business
60/month
includes 4 agents licenses
Plus
140/month
includes 8 agent licenses, premium integrations
Premier
420/month
includes 16 agent licenses, premium integrations, advanced features
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
SnapEngageVision Helpdesk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsEnterprise plans are also available and are custom tailored to the business' specific needs.
More Pricing Information
Features
SnapEngageVision Helpdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SnapEngage
-
Ratings
Vision Helpdesk
6.8
3 Ratings
16% below category average
Organize and prioritize service tickets00 Ratings8.03 Ratings
Subscription-based notifications00 Ratings8.03 Ratings
Ticket creation and submission00 Ratings6.03 Ratings
Ticket response00 Ratings5.03 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
SnapEngage
-
Ratings
Vision Helpdesk
5.0
2 Ratings
43% below category average
External knowledge base00 Ratings5.02 Ratings
Internal knowledge base00 Ratings5.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
SnapEngage
-
Ratings
Vision Helpdesk
7.0
3 Ratings
10% below category average
Customer portal00 Ratings8.03 Ratings
Social integration00 Ratings7.03 Ratings
Email support00 Ratings6.03 Ratings
Help Desk CRM integration00 Ratings7.01 Ratings
Best Alternatives
SnapEngageVision Helpdesk
Small Businesses
Gist
Gist
Score 9.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SnapEngageVision Helpdesk
Likelihood to Recommend
7.5
(13 ratings)
5.0
(4 ratings)
Likelihood to Renew
9.0
(4 ratings)
9.1
(1 ratings)
Usability
-
(0 ratings)
8.2
(1 ratings)
Support Rating
5.0
(1 ratings)
6.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
SnapEngageVision Helpdesk
Likelihood to Recommend
SnapEngage
It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.
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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
SnapEngage
  • Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
  • We can see which of our team members are available, busy, or not-available.
  • Ability to see some biographical information of chatters and to sync information with Salesforce.
Read full review
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
SnapEngage
  • The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
  • Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!
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Vision Helpdesk
  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Read full review
Likelihood to Renew
SnapEngage
I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.
Read full review
Vision Helpdesk
For us it's really best solution.
Read full review
Usability
SnapEngage
No answers on this topic
Vision Helpdesk
Really simple, good-looking interface, many features and customizations
Read full review
Support Rating
SnapEngage
I have never needed to contact them for support.
Read full review
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
SnapEngage
We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.
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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
SnapEngage
  • It has allowed us to provide more service with a much smaller team than our phone team.
  • It provides us with data helpful to not only ourselves, but our marketing team as well.
  • It's customizable so it allows us to create and update our platforms immediately when needed.
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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).
Read full review
ScreenShots

SnapEngage Screenshots

Screenshot of SnapEngage is easy to install on any website and helps convert website visitors into engaged customers.

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