Vision Helpdesk: Feature rich, but overly complicated
September 26, 2019

Vision Helpdesk: Feature rich, but overly complicated

Lane Edwards | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Vision Helpdesk

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.
  • 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.

Do you think Vision Helpdesk delivers good value for the price?

Yes

Are you happy with Vision Helpdesk's feature set?

Yes

Did Vision Helpdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Vision Helpdesk go as expected?

No

Would you buy Vision Helpdesk again?

No

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.

Vision Helpdesk Feature Ratings

Organize and prioritize service tickets
8
Subscription-based notifications
8
Ticket creation and submission
6
Ticket response
5
External knowledge base
5
Internal knowledge base
5
Customer portal
8
Social integration
7
Email support
6
Help Desk CRM integration
7