Skip to main content
TrustRadius
Vision Helpdesk

Vision Helpdesk

Overview

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. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across…

Read more
Recent Reviews

TrustRadius Insights

Vision Helpdesk has proven to be a valuable tool for addressing client requirements and delivering prompt service. Users have praised its …
Continue reading

Vision NGO

9 out of 10
September 03, 2017
Incentivized
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 …
Continue reading
Read all reviews
Return to navigation

Pricing

View all pricing

Starter Help Desk

$8

On Premise
per month per seat

Starter Help Desk

$12

Cloud
per month per seat

Pro Help Desk

$16

On Premise
per month per seat

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.visionhelpdesk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $8 per month
Return to navigation

Product Details

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.

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.

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.

Live Chat Software - A secure, real-time multi-company live chat messaging platform that improves customer engagement by helping sales teams to convert website visitors into paying customers. Further, It aims to enhance customer support team productivity by giving them the ability to deliver quick and reliable support.


Vision Helpdesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional Features

  • Supported: Multi Channel Help Desk
  • Supported: Multi Company Help Desk
  • Supported: Blabby - Staff Collaboration
  • Supported: Incident Billing
  • Supported: Task Management
  • Supported: Help Desk Gamification
  • Supported: Help desk Automation, SLA and Escalation
  • Supported: Knowledge-base Management
  • Supported: Self service Customer Portal
  • Supported: ITIL / ITSM Modules ( Incident, Problem, Change, Release, Service Catalog, Vendor Catalog, Product and Financial Management)
  • Supported: Live Chat Software

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

Vision Helpdesk Video

Customer Service Software by Vision Helpdesk - Help Desk Software, Satellite Help Desk, ITSM Service Desk & Live Chat Software.

Vision Helpdesk Competitors

Vision Helpdesk Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android, Windows Phone
Supported CountriesGlobal
Supported LanguagesMultilingual Product

Frequently Asked Questions

Vision Helpdesk starts at $8.

Freshdesk, Zendesk Suite, and LiveAgent are common alternatives for Vision Helpdesk.

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

The most common users of Vision Helpdesk are from Small Businesses (1-50 employees).

Vision Helpdesk Customer Size Distribution

Consumers10%
Small Businesses (1-50 employees)40%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)10%
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(8)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Vision Helpdesk has proven to be a valuable tool for addressing client requirements and delivering prompt service. Users have praised its features and the integration of live chat, finding it more robust and cost-effective compared to other customer support tools they have used. The software effectively manages multiple queries received through email or the internal portal, allowing for quick responses on priority issues through live chat. This streamlined approach ensures that users are able to provide efficient end-user support and monitor staff performance, resulting in instant and satisfactory service across different channels. Additionally, Vision Helpdesk's automation capabilities enable seamless customer support by ensuring quick replies and resolutions for clients. The software also simplifies ticketing management and automates various tasks such as assigning queries to specific departments or staff members, minimizing confusion and duplication of work. Moreover, Vision Helpdesk facilitates the management of multiple communication channels for customer support, consolidating them into a centralized inbox and aiding in contract management for vendors. It has been particularly useful for non-profit organizations seeking to communicate with caregivers efficiently. By compiling responses, these organizations can create a knowledge base for future reference. Furthermore, Vision Helpdesk provides convenience in various domains such as IT troubleshooting, office room booking, and orderly management of marketing requests. The software has been highly regarded by users who appreciate its comprehensive features, cost-effectiveness, and ability to streamline customer support processes across different channels.

Users have made several recommendations for Vision Helpdesk based on their experiences with the software. These recommendations include trying the 30-day free trial, utilizing Vision Helpdesk for customer support and live chat, and contacting the Vision Helpdesk team for a demo and informative presentation.

Users highly recommend taking advantage of the 30-day free trial offered by Vision Helpdesk before making a purchasing decision. This allows users to explore the software and determine if it meets their specific needs.

They also suggest using Vision Helpdesk for customer support and live chat functions. The software offers useful features and customization options that enhance customer interactions and improve overall service quality.

Furthermore, users advise reaching out to the Vision Helpdesk team to request a demo and informative presentation. This enables potential customers to get a comprehensive understanding of the software's capabilities and how it can benefit their business.

Overall, users recommend trying the free trial, utilizing Vision Helpdesk for customer support and live chat, and contacting the vendor for a demo to make an informed decision about integrating the software into their operations.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Lane Edwards | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
Incident and problem management (4)
67.5%
6.8
Organize and prioritize service tickets
80%
8.0
Subscription-based notifications
80%
8.0
Ticket creation and submission
60%
6.0
Ticket response
50%
5.0
Self Help Community (2)
50%
5.0
External knowledge base
50%
5.0
Internal knowledge base
50%
5.0
Multi-Channel Help (4)
70%
7.0
Customer portal
80%
8.0
Social integration
70%
7.0
Email support
60%
6.0
Help Desk CRM integration
70%
7.0
  • 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.
At the time we switched from GrooveHQ to Vision Helpdesk, Groove lacked the features we were looking for and Vision Helpdesk had what we wanted at a much more affordable cost.
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.
September 03, 2017

Vision NGO

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Incident and problem management (4)
77.5%
7.8
Organize and prioritize service tickets
80%
8.0
Subscription-based notifications
70%
7.0
Ticket creation and submission
70%
7.0
Ticket response
90%
9.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (4)
62.5%
6.3
Customer portal
80%
8.0
Social integration
80%
8.0
Email support
90%
9.0
Help Desk CRM integration
N/A
N/A
  • Better communication. Organized.
  • Client structuring.
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Incident and problem management (4)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Subscription-based notifications
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
75%
7.5
Customer portal
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
  • User-friendly, understandable design
I tried many different help desk systems, but finally I choose Vision Helpdesk as it is most affordable for a small business or small companies. As we are from Latvia, it is very hard to make business with lack of money. But we wanted to get a good product - it is the best choice. Best functionality for money, compared to other help desk systems. Very friendly support.
2
We are quite a small company, we are two, who have contact with end-users, admin and tech. Some questions we can post in the knowledge base, some documentation in the download section. In future we are planing to connect more people for contacting and getting the next plan of Vision Helpdesk to administrate more of our customer companies.
2
We are two, who uses help desk to contact end-users. Simple, fast.
  • Questions from customers
  • Incident cases
  • Creating some offers, connecting API to them and get the ticket "on air".
  • Multi-companies
For us it's really best solution.
Yes
Other helpdesk software. The most possible variant was osTicket
  • Price
  • Product Features
  • Product Usability
  • Third-party Reviews
The most affordable price with most functions.
We are planning to upgrade our plan in future, to use the multi-company features.
  • Don't know
No
Really fast support, helped to configure hosting, when I had problems with the installation. They helped with VH configuration.
No
I got help with configuration, both hosting and system. Friendly support.
  • Reply tickets
  • Timer
  • Ticket printing
  • Can't mention any. For me - all ar clear
Yes, but I don't use it
Really simple, good-looking interface, many features and customizations.
Max F | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • 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).
We have personally used Kayako for couple of years, but it lacks in terms of features and is very costly compared to Vision Helpdesk and has less features.We have [used] trials of Zendesk but it is SAAS based with many restrictions. Vision Helpdesk can offer a multi-company satellite help desk feature which is not offered by any other download version customer support product. Vision HelpDesk offers a Blabby feature which is another unique feature. One of the most important factors is it costs much less than any other help desk software provider when compared to the the features they offer.
Return to navigation