Vision Helpdesk Pricing, Features, Reviews & Comparison of Alternatives

Vision Helpdesk Reviews

Vision Helpdesk

Help Desk, Multi Company Desk and ITIL Service Desk Software

4.84/5 (19 reviews)
21,451     1,666

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) ITIL / ITSM Service desk software -- A 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.

Vision Helpdesk Reviews (19)

Latest reviews

 Great product and would recommend

You can customize it to fit your individual and company needs. You can add your company logo and change colour. There is an array of features and the user interface is very user-friendly. Although we needed to set up it on ubuntu (but you don't have to) it has proved very easy to set up and get ...

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Reviewed 27th of June, 2016 by Hafifah Pooloo

 

 Non-Profit Friendly

Greatly appreciate the free non-profit version. We are a social services agency and the software helps keep us on track so we can serve our clients.

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Reviewed 24th of June, 2016 by Patricia McAvoy

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Vision Helpdesk Pricing

Starting from: $7.00/month

Pricing model: One-time License, Subscription

Free Trial: Available (No Credit Card required)

We offer Vision Helpdesk in two models SaaS and Download

A) SaaS License
Help Desk Software -- $10 /staff/mo ($7 purchased annual)
Satellite Help Desk (Multi Company) -- $20 /staff/mo ($14 purchased annual)
Service Desk (ITIL-ITSM ) -- $30 /staff/mo ($21 purchased annual)

B) Download License
Help Desk Software -- $150 /staff/ one time
Satellite Help Desk (Multi Company) -- $250 /staff/ one time
Service Desk (ITIL-ITSM ) -- $350 /staff/ one time

View Pricing Plans

Key Features of Vision Helpdesk

  • Manage Multiple Companies Support
  • Ticket Billing & Time Tracking
  • Online Issue Tracking and Ticket Management
  • E-Mail Parsing
  • Blabby - Private Social Hub for your staff members
  • Solutions, KB, Forums, QandA, Predefined Replies
  • Automation, Workflow, SLA and Escalations
  • Reports and Analytic
  • Client Management
  • Multi-Lanaguge
  • Ticket and Client Pinning
  • Multi-Channel - Twitter, Facebook, Chat, Phone, Tickets
  • Ticket Queues, Department and Status Creations
  • Two Way Email Parsing
  • Calendar and Task Management
  • Ticket Views
  • 3rd Party Single Login and Integrations
  • Integration with several scripts
  • Vision Helpdesk API
  • Vision Helpdesk Mobile APPS
  • Task Management
  • Macros, Predefined reply
  • Round Robin ticket assignment
  • Custom web forms
  • Multi Channel Help Desk
  • Blabby - Staff Collaboration
  • Ticket Billing
  • Community Forums
  • Task Management

Vision Helpdesk Screenshots (6)

Vision Helpdesk screenshot: Vision Helpdesk V4Vision Helpdesk screenshot: Vision Helpdesk DashboardVision Helpdesk screenshot: Vision Helpdesk Client PortalVision Helpdesk screenshot: Multi Company Help Desk SoftwareVision Helpdesk screenshot: ITIL/ ITSM Service Desk SoftwareVision Helpdesk screenshot: Vision Helpdesk Mobile Apps

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Linux, Windows, Web-based, Windows Phone, Mobile Web App
Supported Countries
Asia, Australia, Brazil, Canada, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Support Options
FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials

Alternatives to Vision Helpdesk

Benefits

Serving 8000+ Companies
Easy to Setup and Get Started
90% Code Open Easy To Integrate
Reliable and Quick Support
Highly Scalable
All in One Solution

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
Read the full GetApp Analysis

Videos

Vision Helpdesk Category Leaders

Reviews
Integrations
Mobile
Media
Security

#4 in IT Service Management (ITSM)

View full ranking
67
8
20
14
16
9

#12 in Customer Service

View full ranking
62
8
16
13
16
9

#12 in Help Desk & Ticketing

View full ranking
62
8
16
13
16
9

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

No
Data backup in multiple locations/GEO regions
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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.

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

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