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.
SLA supported, good reporting, unlimited agents, customization help, very nice support, constant update with stable release, cost effective, mobile application, etc
Till today I didn't find out any.
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.
Massive amount of features. Much more affordable than competitors. Lots of connectors. The support has been excellent so far.
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.
Likelihood to recommend: 8/10
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.
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.
Likelihood to recommend: 6/10
Talking to customers using Facebook, Twitter and other platforms is faster
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
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
Likelihood to recommend: 8/10
Overall We Highly Recommend Vision Helpdesk!!
They have advance feature - Satellite Helpdesk that allows us to manage support for multiple companies from one place with single database and multiple client portals. Also each company client portal can be designed as per respective company website. Best part of Satellite Helpdesk is we can have different signatures for each department also the from email is different for each department. They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision. They offer Anti-Spam Feature which is huge plus. Vision Helpdesk Ajax Interface is best user interface as it save large bandwidth and it makes user interface real faster. Another thing that was important for us was Ticket Migration tool as we have migrated from Kayako we wanted to have our old tickets in Vision. Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.
Till date they don't offer Live Chat software. We are using LiveZilla untill Vision helpdesk launch their Live Chat Software.
We offer Vision Helpdesk in two models SaaS and Download
A) SaaS License
Starter Help Desk Software -- $15 /staff/mo ($12 purchased annual)
Pro Help Desk Software -- $25 /staff/mo ($20 purchased annual)
Satellite Help Desk (Multi Company) -- $30 /staff/mo ($24 purchased annual)
Pro Service Desk (ITIL-ITSM ) -- $40 /staff/mo ($32 purchased annual)
Ent Service Desk (ITIL-ITSM ) -- $60 /staff/mo ($48 purchased annual)
B) Download One Time On Premises License
Starter Help Desk Software -- $8 /staff/mo ($10 purchased annual)
Pro Help Desk Software -- $20 /staff/mo ($16 purchased annual)
Satellite Help Desk (Multi Company) -- $25 /staff/mo ($20 purchased annual)
Pro Service Desk (ITIL-ITSM ) -- $30 /staff/mo ($24 purchased annual)
Ent Service Desk (ITIL-ITSM ) -- $40 /staff/mo ($32 purchased annual)
C) Download Recurring On Premises License
Starter Help Desk Software -- $200 /staff/ one time
Pro Help Desk Software -- $400 /staff/ one time
Satellite Help Desk (Multi Company) -- $500 /staff/ one time
Pro Service Desk (ITIL-ITSM ) -- $600 /staff/ one time
Ent Service Desk (ITIL-ITSM ) -- $800 /staff/ one time
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.
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.
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.
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.
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.
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.
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.
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.
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.