Vision Helpdesk Reviews

6 Ratings
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Score 5.1 out of 100

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Reviews (1-4 of 4)

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September 26, 2019
Lane Edwards | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
My organization was using Vision Helpdesk as an internal ticketing system. We found that several of our departments had a lot going on with different tasks and projects and management needed a way to keep track of what needed to be done and where different projects and tasks were in their life cycle. Tasks and projects were submitted, assigned, and organized to different assets.
  • It's very affordable
  • Vision Helpdesk has a lot of customization options
  • Vision Helpdesk has a lot of features
  • 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.
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.
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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September 03, 2017
Y Ce | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are a NGO and receiving a lot of emails from our clients. It is very difficult to organize the email traffic when you use the normal email client. Now we can login with more than one employee and have better communication with our clients.
  • 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.
  • 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.
I think that Vision Helpdesk is a good alternative for the other products, like Kayako or Freshdesk. Vision Helpdesk is for the smallest companies and [for] the biggest companies it is a good solution.
Read Y Ce's full review
October 28, 2015
Max F | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are a web hosting service where customer support is of prime importance. We needed an easy to handle help desk software that helped with communicating with our customers. Previously we tried Kayako, but after we switched to Vision Helpdesk we hardly had any security issues. It is easy to install and our staff could easily use it which improved response time. We have been using Vision Helpdesk for six years, so I will give a 10/10 to this software in terms of usability, cost and security.
  • 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.
  • Chat feature.
  • Remote desktop.
  • Get more integration with other software and Mobile apps.
Vision Helpdesk helps with multiple company support and offers an excellent Blabby feature. Another great addition they have made to this software is a service desk with an ITIL /ITSM feature. This helps with our our multi-location office requirements issues.
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February 03, 2016
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our company provides computer, tablet and mobile service for end-users and are planning to get some business customers. We needed a good-looking platform for answering questions, managing problems and supporting our clients. We use it primarily to lower telephone calls and make e-mail responses more comfortable and not to forget about them. So we use the Vision Helpdesk system for managing tickets between first line support and tech service.
  • 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.
  • Integration with prestashop
  • Customising PDF export
  • Possibility to get custom SMS API
We like timer feature, it's a good thing for working with clients.
Really fast support, helped to configure hosting, when I had problems with the installation. They helped with VH configuration.
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Feature Scorecard Summary

Organize and prioritize service tickets (3)
Subscription-based notifications (3)
Ticket creation and submission (3)
Ticket response (3)
External knowledge base (2)
Internal knowledge base (2)
Customer portal (3)
Social integration (3)
Email support (3)
Help Desk CRM integration (1)

What is Vision Helpdesk?

Vision Helpdesk, which started in 2005 as a simple help desk software has now evolved into three customer service and IT support management tools. 

Help Desk Software - An all-in-one multi channel help desk software that allows users to manage customer communication across various channels like email, web portals, chat, phone, API and more.

Satellite Help Desk Software - A multi-company/brand/product help desk software that allows users to manage support for multiple companies in place. 

ITIL / ITSM Service Desk Software -  Vision Helpdesk IT Service desk software follows the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). This product is a service desk that includes CMDB, Release Management, Change Management, Solution or Knowledgeable Management, Problem Management, Incident Management, and Asset Management.

Categories:  Help Desk

Vision Helpdesk Features

Incident and problem management Features

Has featureOrganize and prioritize service tickets
Has featureSubscription-based notifications
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management

Self Help Community Features

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureMulti Channel Help Desk
Has featureMulti Company Help Desk
Has featureBlabby - Staff Collaboration
Has featureIncident Billing
Has featureTask Management
Has featureHelp Desk Gamification
Has featureHelp desk Automation, SLA and Escalation
Has featureKnowledge-base Management
Has featureSelf service Customer Portal
Has featureITIL / ITSM Modules ( Incident, Problem, Change, Release, Service Catalog, Vendor Catalog, Product and Financial Management)

Vision Helpdesk Screenshots

Vision Helpdesk Video

Vision Helpdesk - Multi Company Help Desk Software

Vision Helpdesk Integrations

Vision Helpdesk Competitors

Vision Helpdesk Pricing

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
On-premise EditionPricing DetailsTerms
Help Desk Software$7Per Seat per Month
Satellite Help Desk$14Per Seat per Month
IT Service Desk$21Per Seat per Month
SaaS EditionPricing DetailsTerms
Help Desk Software$7Per User per Month
Satellite Help Desk$14Per User per Month
IT Service Desk$21Per User per Month

Vision Helpdesk Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

Vision Helpdesk Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux, Mac
Mobile Application:Apple iOS, Android, Windows Phone
Supported Countries:Global
Supported Languages: Multilingual Product

Frequently Asked Questions

What is Vision Helpdesk's best feature?

Reviewers rate Organize and prioritize service tickets and Subscription-based notifications and Customer portal highest, with a score of 8.

Who uses Vision Helpdesk?

The most common users of Vision Helpdesk are Small Businesses from the Computer Hardware industry.