#1 most frequent
United States of America
23.1%12 installations of 52
What is Vision Helpdesk?
Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools.
Categories & Use Cases
Media
1 / 4
Screenshot of Vision Helpdesk's - Satellite/ Multi Company Help Desk
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Areas for Improvement
Ticket response
Agents can easily follow up with customers.
Category average: 8.7
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Who Buys & Uses Vision Helpdesk
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
21.2%11 installations of 52
#3 most frequent
Ireland
5.8%3 installations of 52
Vision Helpdesk: Feature rich, but overly complicated
Pros
- It's very affordable
- Vision Helpdesk has a lot of customization options
- Vision Helpdesk has a lot of features
Cons
- Vision Helpdesk has very little out of the box configurations. Almost everything has to be touched by someone.
- While it has a lot of options, it's not that simple to integrate with other platforms.
Return on Investment
- Vision Helpdesk worked for a time when our company had someone who could help manage and organize it. Once that person left earlier this year we stopped using it.
Alternatives Considered
GrooveHQ
Other Software Used
Slack, Microsoft Office 365
Vision NGO
Pros
- Ticketing - We can communicate with more employees on Vision Helpdesk and with our clients. Emails are organized and professionally structured. People now know that we are a more professional NGO.
- The advantage of using the social media plugins are a must! Previously we were commanded to login each time on a social media platform to check any mentioning or messages. Now it is all integrated in our new platform, Vision Helpdesk.
Cons
- An iOS app xD..
- Vision Helpdesk is a complete platform with a lot of features. The point is that we are a NGO and are not using all the features at all.
Return on Investment
- Better communication. Organized.
- Client structuring.
Alternatives Considered
Freshdesk and Kayako
Best Help desk software with excellent customer support features at affordable rate.
Pros
- Ticket handling and Ticket Labeling.
- We can offer anonymous white label support to our reseller hosting customers using their Satellite helpdesk feature.
- The Blabby feature has been helpful to our staff members in terms of sharing knowledge or discussing any client issues internally to offer a fast resolution to customer issues.
Cons
- Chat feature.
- Remote desktop.
- Get more integration with other software and Mobile apps.
Return on Investment
- 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).
Make your customers and employees happy:)
Pros
- 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.
Cons
- Integration with prestashop
- Customising PDF export
- Possibility to get custom SMS API
Return on Investment
- User-friendly, understandable design
Other Software Used
osTicket, Zendesk, Freshdesk
