Vision Helpdesk

Vision Helpdesk

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

4.6/5 (28 reviews)

Vision Helpdesk Overview

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.

Pricing

Starting from
US$8,00/month
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Vision Helpdesk Reviews

Overall rating
4.6/5
93% positive reviews
20
Excellent
6
Very good
2
Average
0
Poor
0
Terrible
Ryan R.

Vision Help Desk Review

Used Daily for Free Trial
Reviewed on 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
Customer Support

Likelihood to recommend

8.0/10
Dennis M.

Best software for managing the various internet based customer interaction channels

Used Daily for 1+ year
Reviewed on 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
Customer Support

Likelihood to recommend

8.0/10
Todd R.

Vision Helpdesk is Best Satellite Multi-Domain Helpdesk!

Reviewed on 2010/01/21
Review Source: Capterra

Overall We Highly Recommend Vision Helpdesk!!

Pros

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.

Cons

Till date they don't offer Live Chat software. We are using LiveZilla untill Vision helpdesk launch their Live Chat Software.

Rating breakdown

Ease of Use
Customer Support

Ganesh A.

VHD tool & team has been instrumental for one of our significant client business.

Used Daily for 6-12 months
Reviewed on 2017/09/19
Review Source: Capterra

Pros

Easy Navigation however UI can be improved.
simplified set up.
supportive team.
cost friendly
reporting customization should be improved.

Cons

some features are add on's should be easily removable as per requirement.
documentation on overview and API's can be strong.
Add more support staff to cater to increasing client list.

Response from Vision Helpdesk

Thank you Ganesh for your valuable feedback:) We appreciate your suggestions.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Hafifah P.

Great product and would recommend

Used Daily for 1-5 months
Reviewed on 2016/06/27
Review Source: Capterra

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 working. Customer service is very quick to respond as well.

Pros

What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.

Cons

The guides on how to accomplish certain things can be hard to find. For instance when I first started to customize it there wasn't very much information available but customer service were always quick to reply to enquiries.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Vision Helpdesk Pricing

Starting from
US$8,00/month
Pricing options
Free Trial
One Time License
Subscription
Value for money

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

Vision Helpdesk Features

  • API
  • Automatic Notifications
  • Chat
  • Email Integration
  • Instant Messaging
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Workflow Management

  • Activity Dashboard
  • CRM Integration
  • Contact History
  • Customizable Branding
  • Knowledge Base Management
  • Monitoring
  • Real Time Monitoring
  • Support Ticket Management
  • Third Party Integration

Additional information for Vision Helpdesk

Key features of Vision Helpdesk

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

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
  • 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.

    Dashboard

    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.

    Incident Management

    Vision Helpdesk 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.

    Ticket Management

    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.

    Portals

    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.

    Multi-Channel Helpdesk

    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.

    Blabs

    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.

    Service Desk

    Vision Helpdesk 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.

    Vision Helpdesk 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.

    Vision Helpdesk 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

    Vision Helpdesk FAQs

    Below are some frequently asked questions for Vision Helpdesk.

    Q. What type of pricing plans does Vision Helpdesk offer?

    Vision Helpdesk offers the following pricing plans:

    Starting from: US$8,00/month

    Pricing model: One Time License, Subscription

    Free Trial: Available

    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

    Q. What are the main features of Vision Helpdesk?

    Vision Helpdesk offers the following features:

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

    Q. Who are the typical users of Vision Helpdesk?

    Vision Helpdesk has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Vision Helpdesk support?

    Vision Helpdesk supports the following 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

    Q. What type of pricing plans does Vision Helpdesk offer?

    Vision Helpdesk has the following pricing plans:

    One Time License, Subscription

    Q. Does Vision Helpdesk support mobile devices?

    Vision Helpdesk supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Vision Helpdesk integrate with?

    Vision Helpdesk integrates with the following applications:

    FreshBooks, JIRA Software, LiveChat, Mailchimp, Shopify, SugarCRM, Twitter, VisitorTrack, Wordpress, Zoho SalesIQ

    Q. What level of support does Vision Helpdesk offer?

    Vision Helpdesk offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials