Vision Helpdesk vs Groove Comparison

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Overview

We offer three products to manage customer support for all size business. 1) Multi channel help desk software 2) Satellite...

Groove enables teams small or large to stay on the same page and provide there customers with the personalized experience...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$8.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$12.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.6

(27)

5

4

3

2

1

19

6

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

4.5

(61)

5

4

3

2

1

36

20

3

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Thank you Vision Helpdesk team for the great product and outstanding customer support experience.
After piloting over 8 of the most reputable help desk providers we settled with Vision. They provide all the functionality of the larger Help Desk providers at an affordable cost.
Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing.

Pros

Especially after Groove published their new, intuitive dashboard, Groove is the most simple and beautiful solution, while also affordable especially for small to medium teams.
What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.
Great blog and support from Groove. Ve learned a lot about providing great customer service to my clients.

Cons

We use this system to help young people, children most, with their problem about bullying in the Netherlands.
Intuitive ticket and problem linking. Flexible staff and admin role setup.
The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms.

Cons

Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend.
I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels.
  • Vendor responds to reviews
  • Last reviewa year ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features59
  • API
  • Accounting Management
  • Action Management
  • Active Directory Integration
  • Alerts / Escalation
  • Asset Management
  • Auto-Responders
  • Automated Scheduling
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • Billable Hours Tracking
  • Billing & Invoicing
  • CRM Integration
  • Call Recording
  • Call Tracking
  • Categorization
  • Change Management
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Review
  • Collaborative Workspace
  • Configurable Workflow
  • Contact History
  • Contact Management
  • Custom Fields
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Drag & Drop Interface
  • Email Integration
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Financial Management
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Labeling
  • Lead Assignment
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Currency
  • Multi-Language
  • Online Forums
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Problem Management
  • Production Tracking
  • Project Notes
  • Project Time Tracking
  • Real Time Notifications
  • Recurring Tasks
  • Reporting & Statistics
  • Request Assignment
  • Requirements Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Scheduling
  • Timer
  • Vendor Managed Inventory
  • WYSIWYG Editor
  • Web Forms
  • Workflow Management
  • Total features42
  • API
  • Accounting Management
  • Action Management
  • Active Directory Integration
  • Alerts / Escalation
  • Asset Management
  • Auto-Responders
  • Automated Scheduling
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • Billable Hours Tracking
  • Billing & Invoicing
  • CRM Integration
  • Call Recording
  • Call Tracking
  • Categorization
  • Change Management
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Review
  • Collaborative Workspace
  • Configurable Workflow
  • Contact History
  • Contact Management
  • Custom Fields
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Drag & Drop Interface
  • Email Integration
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Financial Management
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Labeling
  • Lead Assignment
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Currency
  • Multi-Language
  • Online Forums
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Problem Management
  • Production Tracking
  • Project Notes
  • Project Time Tracking
  • Real Time Notifications
  • Recurring Tasks
  • Reporting & Statistics
  • Request Assignment
  • Requirements Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Scheduling
  • Timer
  • Vendor Managed Inventory
  • WYSIWYG Editor
  • Web Forms
  • Workflow Management

Integrations

  • Total integrations34
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations46
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Vision Helpdesk vs. Groove

See how Vision Helpdesk and Groove stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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