Vision Helpdesk Pricing, Features, Reviews & Alternatives

Vision Helpdesk

Help Desk, Multi Company Desk and ITSM / ITIL Service Desk

4.64/5 (28 reviews)

Vision Helpdesk overview

What is Vision Helpdesk?

Vision Helpdesk is a leading customer support ticketing software that serve all small, medium and enterprise level business with its 3 different products.

1) Help Desk Software - A ticketing software to manage customer support over various channels like email, web portal, VOIP, live chat, API, Facebook, Twitter and more. It comes with unique features like ticket billing, task management, online forums, help desk gamification and more.

2) Satellite Help Desk Software - A multi company or multi brand customer support management software. Best fit if you are running multiple websites, brands or products and wanted to offer different branded web portals for each of them having single back end to manage everything at one place.

3) Service desk software -- ITIL/ITSM PinkVerify Certified product that offers all features from help desk and satellite help desk and additionally it offers ITIL compliant features CMDB, Asset Management, Incident Management, Problem Management, Solution or Knowledgeable Management, Change Management and Release Management.

Vision Helpdesk license is available as SaaS (cloud platform) and Download(on premises) version.

Pricing

Starting from
$8/month
Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, China and 5 other markets, Germany, India, Japan, Mexico, United Kingdom

Supported languages

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Vision Helpdesk screenshot: Responsive Vision Helpdesk V5 versionSatellite / Multi Company Help Desk Software by Vision HelpdeskVision Helpdesk screenshot: Vision Helpdesk V5Vision Helpdesk screenshot: Incident ManagementVision Helpdesk screenshot: Incident / Ticket ScreenVision Helpdesk screenshot: Vision Helpdesk Responsive Client PortalVision Helpdesk screenshot: Multi Company Help Desk SoftwareVision Helpdesk screenshot: Vision Helpdesk - Service Desk Software - PinkVerify CertifiedVision Helpdesk screenshot: Problem ManagementVision Helpdesk screenshot: Change ManagementVision Helpdesk screenshot: Asset ManagementVision Helpdesk screenshot: Vision Helpdesk Mobile Apps
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Vision Helpdesk user reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.5
  4.3
  4.7
Gitesh T.

Excellent Help Desk software with wonderful features.

Reviewed 2014-10-10
Review Source: GetApp

We used most of all opensource free help desks like osticket, trellis desk, hesk, etc. There are certain limitations of opensource ticketing system and those are not secure. Due to these reasons, we switched to Vision HelpDesk. It is excellent experience because Vision Helpdesk product is having nice features like SLA supported, providing good reports, unlimited agents, multi-site supported, profession looks, customization available, cost effective, constant updates. We got wonderful support from their support team and our every issue is being resolved very quickly. What else is required? I found Vision Help Desk is really excellent product comparatively with other competitors.

Pros
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc

Cons
Till today I didn't find out any.

Rating breakdown

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Ryan R.

Vision Help Desk Review

Used daily for free trial
Reviewed 2019-08-30
Review Source: Capterra

Overall our experience has been good so far. The Vision Helpdesk support team was very helpful in getting us set up and answering all of our questions.

Pros
Massive amount of features. Much more affordable than competitors. Lots of connectors. The support has been excellent so far.

Cons
The mobile app needs a lot of work. On Android, it loads but the app cannot be interacted with. On iOS, after you log in​, it crashes if you tap on anything. Sadly it is unusable. We plan to work with support to see if we can get it working for us but until then, the web browser works fine.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Daniel Alejandro M.

Pretty good app for managing tickets

Used weekly for less than 6 months
Reviewed 2018-07-10
Review Source: GetApp

Pros
This Vision Helpdesk was something I tried first when heard about the free trial, what a great plus. I thinks it's very cheap and you can get that value in return with some nice features. I'm always able to access and update tickets. Works fine with a good looking font. Easy-to-normal to use. Good software for a good price.

Cons
Well I didn't liked at all the User Interface as I think it needs a face lift. Sometimes when trying to set a category, subcategory or item, the app crashes back to Inbox.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Patrick M.

Vision Helpdesk Trial

Used daily for 6-12 months
Reviewed 2021-01-20
Review Source: Capterra

I am able to have a single point of contact with the users beyond just an email addresses. It formalises the need for a system and addresses audit queries concerning how users interact with IT.

Pros
I like this software for the following reason: 1. The linkage with Google Suite that we use works seamless. 2. The web-based functionality helps to us the software from anywhere especially during the COVID-19 period. 3. The ability for users to log the calls via email or the system if they have the link via the web. 4. The Knowledge based.

Cons
So far I don't have anything I didn't as the basic needs of any Helpdesk tool are met.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Dennis M.

Best software for managing the various internet based customer interaction channels

Used daily for 1-2 years
Reviewed 2018-05-25
Review Source: Capterra

Talking to customers using Facebook, Twitter and other platforms is faster

Pros
Price friendly where its is easy to afford and install Offers the comfort of managing all the communication with customers using the social media channels in one stop

Cons
The product needs more time before it becomes operational in your devices. Other than that I have nothing terrible to say in regards to this product

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Vision Helpdesk pricing

Starting from
$8/month
Pricing options
Free
Free trial
Subscription
View Pricing Plans

SaaS License
Starter Help Desk: $15/staff/mo ($12 when billed annually)
Pro Help Desk: $25/staff/mo ($20 when billed annually)
Satellite Help Desk: $30/staff/mo ($24 when billed annually)
Pro Service Desk: $40/staff/mo ($32 when billed annually)
Ent Service Desk: $60/staff/mo ($48 when billed annually)

Download Recurring On Premises License
Starter Help Desk: $8/staff/mo ($10 when billed annually)
Pro Help Desk: $20/staff/mo ($16 when billed annually)
Satellite Help Desk: $25/staff/mo ($20 when billed annually)
Pro Service Desk: $30/staff/mo ($24 when billed annually)
Ent Service Desk: $40/staff/mo ($32when billed annually)

Download One Time On Premises License
Starter Help Desk: $200/staff
Pro Help Desk: $400/staff
Satellite Help Desk: $500/staff
Pro Service Desk: $600/staff
Ent Service Desk: $800/staff

Vision Helpdesk features

API
Alerts / Escalation
Alerts/Notifications
Call Center Management
Chat/Messaging
Customizable Branding
Email Management
Knowledge Base Management
Live Chat
Mobile Access
Multi-Channel Communication
Queue Management
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Support Ticket Management
Surveys & Feedback

Activity Dashboard (157 other apps)
Real-Time Chat (138 other apps)
Third Party Integrations (211 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

GetApp Analysis

What started as a simple ticketing tool has blossomed into much more for Vision Helpdesk. Since its inception in 2007, the company has expanded its offering, and its product offerings now include software for multi-channel help desks, satellite help desk, and IT service desk (ITIL/ITSM). Vision Helpdesk works with more than 8,000 companies, ranging in size from small businesses to enterprise-level organizations.

Vision Helpdesk scales with its customers, and provides a clean user interface that engages staffers with elements of “gamification” and fun. Although Vision Helpdesk’s help desk software includes standard features like ticket management, knowledge bases, SLA, help desk automation, and customer portals, it also includes more unique features such as ticket billing, Blabby (a staff collaboration tool), and task management tools.


What is Vision Helpdesk?

Vision Helpdesk has created a way to keep companies organized. The web-based solution includes three main products: help desk software, satellite help desk, and service desk (ITIL/ITSM).

Vision Helpdesk’s help desk software is a multi-channel solution that uses digital tickets to centralize customer conversations that occur through email, a web portal, social media channels, telephone, and live chats. A gamification element helps keep employees engaged, as well.

For larger companies and brands, Vision Helpdesk has developed a satellite desk platform. Using satellite desks, organizations with multiple companies, brands, or even products can better manage customer support from within a single portal. Individual branded customer portals, which can be created for each brand or company, also help companies stay organize and professional when using satellite desk software.

Finally, Vision Helpdesk offers IT service desk functionality. Following the discipline of IT service management, defined by the Information Technology Infrastructure Library, Vision Helpdesk’s IT service desk includes advanced features such as CMDB, asset management, incident management, problem management, knowledge management, change management, and release management.


Who is Vision Helpdesk For?

  • Experience level: All levels
  • Industry: All industries
  • Business size: Small businesses, medium-size businesses, large businesses, enterprise organizations
  • Departments/roles: Customer service, IT departments
  • Budget/point: Starting at $7 per agent, per month
  • Example customers: Thomas Cook, TNM Software, Uptime Solution, Cynetix, Muthoot Group

Main Features

Ticketing System

Vision Helpdesk’s help desk software includes powerful multi-channel ticket manegment tools. The robust system centralizes requests. Vision Helpdesk parses emails, live chats, and other forms of communication, and coverts the communication into help desk tickets that customer service employees can categorize, prioritize, and assign.

Connect the channels you’d like to utilize for your ticketing system, and then begin categorizing support tickets with tree structure. (Tree structure categorizes tickets by company, department, and status.) You can also create custom ticket listing views, separate tickets using flags, labels, or tags, and search your ticket database using whichever criteria you select.

Client Portals

Responsive self-service portals are a hallmark of Vision Helpdesk’s satellite help desk tool. Self-service portals may include knowledge bases, along with features that enable customers to open new tickets, track existing tickets, send feedback, change their profiles, and manage sub-contacts.

Customize your client portal to fit your existing company branding. With Vision Helpdesk, you can customize the logo, template, and CSS files within your portal. You can also design a multi-level, category-based knowledge base where customers can find answers to frequently asked questions. In addition to submitting and tracking tickets, you can also allow your tickets to order billing products and track invoices from within the portal.

Multi-Channel Support

Having a multi-channel help desk means that Vision Helpdesk users are able to quickly convert communication that occurs through email, telephone, social media (Facebook and Twitter), and web forms into tickets. This helps keep conversations organized and centralized, and it ensures that important customer queries never fall through the cracks.

With Vision Helpdesk, you can convert the posts on your company’s Facebook page into tickets. You can also use the web interface and email parsing to centralize communication, along with live chat and telephone integrations. Vision Helpdesk integrates with any third-party VoIP service to convert phone calls into tickets.

Staff Collaboration

Vision Helpdesk’s staff collaboration tool is called Blabby. Blabby helps colleagues have both group and private conversations online. Teams can also use Blabby to collaborate on issues or tickets, seek feedback on presentations, and share files and documents.

You can make it easier for your colleagues to collaborate amongst themselves by setting up Vision Helpdesk’s collaboration tool. Not only can staff members communicate directly with Blabby, but they can also use advanced features to keep eachother informed. For example, employees can add #hashtags to posts on Blabby based on trending topics, they can sign up for Blab notifications, and they can share knowledge with other staff members from within the secure communication portal.

Asset Management

One of the major components to Vision Helpdesk’s service desk is IT asset management. IT asset management keeps track of IT assets from procurement, to maintenance, depreciation, and disposal. Users can track and manage configuration items throughout the entire asset lifecycle.

You can link assets based on their relationships, and associate specific items with various ITIL modules. (For example, you can link CI’s with incident, service requests, problems, changes, or releases.) You can also use the asset management feature to track maintenance costs, and analyze the impact of various assets on the bottom line.


Integrations

Organizations can integrate Vision Helpdesk with Facebook, Twitter, live chat, VoIP, and email for multi-channel ticketing management. The cloud-based help desk solution also integrates with social media channels such as LinkedIn and Google+, CMS platforms such as Joomla, Wordpress, and Drupal, live chat services such as Userlike, Com100, Livezilla, and Livechat Inc, VoIP services such as Twilio, remote sessions such as Teamviewer, Gotomeeting, Gotoassist, and Webex, payment gateways such as Paypal and Authorize.net, and billing software such as WHMCS and Hostbill.


Pricing

Vision Helpdesk offers plans for every business, regardless of size or industry. Pricing for SaaS licensing starts at $7 per staff member, per month for help desk software. Satellite help desk software starts at $14 per staff member, per month, and service desk software starts at $21 per staff member, per month. Businesses also have the option to download recurring licenses. The cost for that starts at $7 per staff member, per month for help desk software $14 per staff member, per month for satellite help desk software, and $21 per staff member, per month for service desk software.

Organizations that are interested in downloading one-time licenses can expect to pay $150 per staff member, per month for help desk software, $250 per staff member, per month for satellite desk software, and $300 per staff member, per month for service desk software.


Bottom Line

  • Help desk solutions for businesses of all sizes
  • Pricing starts from $7 per month, per staff agent
  • Top-quality user experience
  • Innovative features, such as satellite desks, ticket billing, and gamification
  • Used by more than 8,000 companies

Videos and tutorials

Additional information for Vision Helpdesk

Key features of Vision Helpdesk

  • Ticket Billing & Time Tracking
  • E-Mail Parsing
  • Blabby - Private Social Hub for your staff members
  • Ticket Queues, Department and Status Creations
  • 3rd Party Single Login and Integrations
  • Vision Helpdesk API
  • Vision Helpdesk Mobile APPS
  • Macros, Predefined reply
  • Round Robin ticket assignment
View All Features

Benefits

Serving 15000+ Companies
ISO 27001:2013 Certified
GDPR & EU Data Protection
PinkVERIFY™ Certified
Easy to Setup and Get Started
90% Code Open Easy To Integrate
Reliable and Quick Support
Highly Scalable & Location Selection USA, UK and EU
All in One Solution