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Vision Helpdesk REVIEW

Help Desk Software

11 user reviews
USER SATISFACTION 99%
OUR SCORE 9.2

What is Vision Helpdesk?

Vision Helpdesk is an all-in-one help desk platform for businesses of all sizes. Founded by the JPK Software Solutions Pvt. Ltd. in 2007, this award-winning help desk software was built to boost customer support services using top-of-the-line functionalities. From more efficient and consistent customer assistance to progress monitoring and process improvement, this platform can provide you with all the tools you need.

Vision Helpdesk offers an intuitive yet easy-to-navigate interface and comprehensive tools that cater to the needs of both small and large companies. In addition to its basic help desk capabilities, it has a robust incident and problem management feature that can automate responses and organize service tickets. The customer support solution also provides a self-help community feature that allows you to set up forums and knowledge bases for your customers.

A pioneer in satellite help desk software systems, this product is known for its multi-channel help features. Using this, it is easier and faster to manage various channels like calls, chat, email, web forms, Facebook, and Twitter without alternating between applications.

Other notable features that this platform has to offer is its staff collaboration tool, help desk gamification options, and ITIL/ITSM modules. To top it all off, Vision Helpdesk can be deployed on-premise or as an SaaS, depending on the needs of your business.  

Vision Helpdesk currently offers three products:

  1. Help Desk Software (Multi-Channel Help Desk) – This product is a robust all-in-one multi channel ticket management software that allows users to centralize all their customer conversations via phone, chat, email, web portal, Facebook, and Twitter.
  2. Satellite Help Desk (Multi-Brand Help Desk) – This helps to manage IT service desk functionality or customer support for businesses having multiple companies, products, or brands at one place with a single centralized portal, and each brand or company can have its own branded client portal.
  3. Service Desk (ITIL/ITSM Desk) – This follows the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). This product is a service desk that includes CMDB, Release Management, Change Management, Solution or Knowledgeable Management, Problem Management, Incident Management, and Asset Management.

Overview of Vision Helpdesk Benefits

Vision Helpdesk offers plenty of PINKVerify Certified ITSM features that can help you with your customer support efforts. Whether you want to make your assistance more accessible to clients, boost the performance of help desk agents, consolidate all of your customer service information, or simply improve the customer service you are providing, this platform has all the tools you need. To further understand the many uses of this system and what role it can play for your business, we have compiled some of the biggest benefits it has to offer:

Streamlined Workflow

Customer service professionals have multiple tasks to do on a daily basis. Because of this, it can be confusing for them to keep track of their responsibilities. In turn, this affects the overall performance of your operations. To help you streamline the workflow of your employees, Vision Helpdesk offers task management tools that can address delegation issues, balance workloads, perform ticket billing, carry out gamification solutions, and more. You may even set help desk automation settings to make your operations even more efficient.

Simplified Multi-Channel Support

Customers have different communication preferences, so you have to make sure that you are easily accessible to them by providing multi-channel support. With Vision Helpdesk, you can integrate your help desk with various social networking sites, live chat systems, emailing management software, as well as VoIP platforms. This way, you can manage different modes of communication without having to jump from software to software.

Unified Customer Service Platform

If you run multiple businesses, then Vision Helpdesk is going to be a boon for you. Other than being highly scalable, this software solution offers a multi-company help desk that lets you manage support operations for different companies, brands, or products from a single staff portal. Meaning, you won’t have to spend money on multiple Vision Helpdesk accounts to accommodate the needs of all your businesses. The platform even supports numerous customer portals so you can create separate help desk environments for each brand you own.

Better Staff Collaboration

Your customer support team represents your company, so they need to move as one entity. To ensure the consistency of your operations as well as to improve the quality of customer service,  Vision Helpdesk has a staff collaboration tool called Blabby. This feature serves as a hub where your staff members can share knowledge-base articles and get comments and suggestions from colleagues while solving customer issues.

Improving Operations Made Easy

There will always be room for growth. Make sure you continually enhance and polish your customer support services using Vision Helpdesk’s data reporting and analytics feature. These will provide you with in-depth insights regarding your performance, so that you can pinpoint the best ways to improve on them in the future.

Overview of Vision Helpdesk Features

  • 3rd party single login and integrations
  • Automation, workflow, SLA, and escalations
  • Blabby – private social hub for your staff members
  • Calendar and task Management
  • Client management
  • E-Mail parsing
  • Integration with several scripts
  • Manage multiple companies support
  • Multi-channel – Facebook, Twitter, phone, chat, tickets
  • Multi-language
  • Online issue tracking and ticket management
  • Reports and analytics
  • Solutions, forums, knowledge base, predefined replies, Q and A
  • Ticket and client pinning
  • Time tracking and ticket billing
  • Ticket queues, department and status creations
  • Ticket views
  • Two-way email parsing
  • Vision Helpdesk API
  • Vision Helpdesk mobile apps

What Problems Will Vision Helpdesk Solve?

Problem #1: Consolidating Customer Service Efforts is Difficult

Do you own several restaurants, run multiple retail stores, or own numerous websites? If you do, then, you know how difficult it is to consolidate your customer service efforts. You probably have separate phone systems per business in order to accommodate all of your clients. To save you time and money, Vision Helpdesk’s Satellite Help Desk provides you with a unified system where you can manage all of your company’s customer support requirements in one place. On top of that, you can choose to maintain complete isolation between incidents and customers of each companies for CRM purposes.

Problem #2: Outdated Communication System

Emailing is a crucial communication tool between businesses and customers, but this isn’t the only one you should be using for your help desk system. Since your clients are spread across different channels such as phone, chat, and social media, your business should cover as many of these as possible. With Vision Helpdesk’s multi-channel support feature, you can be more proactive when your customers reach out to you, which improves your overall customer service.

Problem #3: Compliance Regulations Change Too Fast

Industry standards can be strict, and oftentimes, they are updated quickly. This is why it can be challenging to keep up with compliance changes while you manage your business. Luckily, Vision Helpdesk’s Service Desk is official certified as ITIL® compatible by Pink Elephant, a premier global training, consulting and conference service provider. This means their product is ITIL /ITSM Compliant with industry standards.

Awards & Quality Certificates

Vision Helpdesk Position In Our Categories

Position of Vision Helpdesk in our main categories:

10

Vision Helpdesk is one of the top 10 Customer Support Softwareproducts

Top
10

Vision Helpdesk is one of the 10 Help Desk Softwareproducts

10

Vision Helpdesk is one of the 10
Customer Support Software products

10

Vision Helpdesk is one of the 10
Help Desk Software products


Vision Helpdesk is also listed in the following subcategories:

Category:Position:Category:Position:
Customer Service Software#5 Help Desk & Ticketing Software#6
IT Service Management Software#5 Service Desk Software#5
Category:Position:
Customer Service Software#5
Help Desk & Ticketing Software#6
IT Service Management Software#5
Service Desk Software#5

Each business is different, and may need a special Customer Service Software solution that will be fit for their company size, type of customers and employees and even individual niche they deal with. We advise you don't count on locating an ideal solution that is going to be suitable for every business no matter what their background is. It may be a good idea to read a few Vision Helpdesk reviews first and even then you should remember what the software is intended to do for your business and your employees. Do you require a simple and intuitive app with only essential features? Will you really use the complex functionalities needed by experts and large enterprises? Are there any particular tools that are especially useful for the industry you work in? If you ask yourself these questions it is going to be much easier to locate a solid service that will match your budget.

How Much Does Vision Helpdesk Cost?

Vision Helpdesk Pricing Plans:
Free trial
SaaS Cloud Starter Help Desk
$15/agent/month
SaaS Cloud Pro Help Desk
$25/agent/month
SaaS Cloud Satellite Help Desk
$30/agent/month
SaaS Cloud Pro Service Desk
$40/agent/month
SaaS Cloud Ent Service Desk
$60/agent/month
Recurring Starter Help Desk
$10/agent/month
Recurring Pro Help Desk
$20/agent/month
Recurring Satellite Help Desk
$25/agent/month
Recurring Pro Service Desk
$30/agent/month
Recurring Ent Service Desk
$40/agent/month
One-Time Starter Help Desk
$200/agent
One-Time Pro Help Desk
$400/agent
One-Time Satellite Help Desk
$500/agent
One-Time Pro Service Desk
$600/agent
One-Time Ent Service Desk
$800/agent

Vision Helpdesk offers different enterprise pricing options depending on the type of license you need.

SaaS Cloud License

  • Starter Help Desk – $12/agent/month (billed annually), $15/agent/month (billed monthly)
  • Pro Help Desk – $20/agent/month (billed annually), $25/agent/month (billed monthly)
  • Satellite Help Desk – $24/agent/month (billed annually), $30/agent/month (billed monthly)
  • Pro Service Desk – $32/agent/month (billed annually), $40/agent/month (billed monthly)
  • Ent Service Desk – $48/agent/month (billed annually), $60/agent/month (billed monthly)

Recurring License

  • Starter Help Desk – $8/agent/month (billed annually), $10/agent/month (billed monthly)
  • Pro Help Desk – $16/agent/month (billed annually), $20/agent/month (billed monthly)
  • Satellite Help Desk – $20/agent/month (billed annually), $25/agent/month (billed monthly)
  • Pro Service Desk – $24/agent/month (billed annually), $30/agent/month (billed monthly)
  • Ent Service Desk – $32/agent/month (billed annually), $40/agent/month (billed monthly)

One-Time License

  • Starter Help Desk – $200/agent
  • Pro Help Desk – $400/agent
  • Satellite Help Desk – $500/agent
  • Pro Service Desk – $600/agent
  • Ent Service Desk – $800/agent

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Vision Helpdesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Vision Helpdesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

246

NEGATIVE SOCIAL MENTIONS

2

Video

Screenshots

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Chinese
  • German
  • Hindi
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Monthly payment
  • One-time payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Vision Helpdesk pricing details?

Vision Helpdesk Pricing Plans:
Free trial
SaaS Cloud Starter Help Desk
$15/agent/month
SaaS Cloud Pro Help Desk
$25/agent/month
SaaS Cloud Satellite Help Desk
$30/agent/month
SaaS Cloud Pro Service Desk
$40/agent/month
SaaS Cloud Ent Service Desk
$60/agent/month
Recurring Starter Help Desk
$10/agent/month
Recurring Pro Help Desk
$20/agent/month
Recurring Satellite Help Desk
$25/agent/month
Recurring Pro Service Desk
$30/agent/month
Recurring Ent Service Desk
$40/agent/month
One-Time Starter Help Desk
$200/agent
One-Time Pro Help Desk
$400/agent
One-Time Satellite Help Desk
$500/agent
One-Time Pro Service Desk
$600/agent
One-Time Ent Service Desk
$800/agent

Vision Helpdesk offers different enterprise pricing options depending on the type of license you need.

SaaS Cloud License

  • Starter Help Desk – $12/agent/month (billed annually), $15/agent/month (billed monthly)
  • Pro Help Desk – $20/agent/month (billed annually), $25/agent/month (billed monthly)
  • Satellite Help Desk – $24/agent/month (billed annually), $30/agent/month (billed monthly)
  • Pro Service Desk – $32/agent/month (billed annually), $40/agent/month (billed monthly)
  • Ent Service Desk – $48/agent/month (billed annually), $60/agent/month (billed monthly)

Recurring License

  • Starter Help Desk – $8/agent/month (billed annually), $10/agent/month (billed monthly)
  • Pro Help Desk – $16/agent/month (billed annually), $20/agent/month (billed monthly)
  • Satellite Help Desk – $20/agent/month (billed annually), $25/agent/month (billed monthly)
  • Pro Service Desk – $24/agent/month (billed annually), $30/agent/month (billed monthly)
  • Ent Service Desk – $32/agent/month (billed annually), $40/agent/month (billed monthly)

One-Time License

  • Starter Help Desk – $200/agent
  • Pro Help Desk – $400/agent
  • Satellite Help Desk – $500/agent
  • Pro Service Desk – $600/agent
  • Ent Service Desk – $800/agent

What integrations are available for Vision Helpdesk?

Vision Helpdesk can integrate with several social media systems, CRM software solutions, project management platforms, billing tools, and chat programs such as:

  • Facebook
  • Twitter
  • Google Hosted Emails
  • Office365 Hosted Emails
  • MS Exchange Emails
  • Active Directory
  • Paypal
  • 2SMS
  • Clickatell
  • Drupal
  • WHMCS
  • Clientexec
  • Live Chat Inc
  • Live!Zilla
  • UserLike
  • Comm100
  • GoToMeeting
  • GoToAssist
  • Twilio
  • LinkedIN
  • WordPress
  • SugarCRM
  • HostBill

User reviews


User reviews in total: 11

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The most favorable review

Esther

3 months ago


Pros: We have been presented with a really functional product which has a perfect and clean UI. Experience with them has remained a decent one right from the demo and has continued to sales, installation and now in the maintenance stage. According to me, vision helpdesk staff individuals who supported us during installation and in different stages play a major role in this. They have done a great job.

Cons: Felt documentation can be more organized. They have all the data, however, felt it can be sequenced and organized better.

The least favorable review

Pauline

2 months ago


Pros: "Vision helpdesk has helped the non-profit organisation that I am a part of in dealing with the large number of questions we get from people in general, in an easy and simple to tackle way. The product itself is easy and simple to work permitting us to set up the required components important to coordinate our needs. The customization of the mails and customer portals permits us to keep a steady brand while requiring little time spend on its overall look and feel. The product is fabulous however what truly sets apart Vision helpdesk is the support. When I am struck with an issue or have an inquiry I am given advice very fast. The Skype channel is especially helpful as it permits me to have a discussion directly in comparison to the email discussion. "

Cons: There are a couple of functionality issues that I needed to discover workarounds for giving the short improvement cycles I am sure that the solution will include later on.

Published 2 months ago
Verified
user
"Vision helpdesk has helped the non-profit organisation that I am a part of in dealing with the large number of questions we get from people in general, in an easy and...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
We have been presented with a really functional product which has a perfect and clean UI. Experience with them has remained a decent one right from the demo and has...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
Firstly - its architecture. It`s responsive. It`s moderate. It`s reasonable for all sort of people. Besides - it`s functionality. As compared to other services, it costs...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Ease of use, Design, Features are the reasons that sets Vison Helpdesk apart frrom the others!




What do you think about this review? Great Poor
Published 9 months ago
Verified
user
I browsed through more than 10 diverse help-desk providers. I tried each of them that offered trials, and looked at each of their capabilities. Vision Help-Desk was...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
"Webhost.UK.Net has been in hosting industry since 2003, in our business client support is the main concern amongst various factors. Before utilizing Vision Helpdesk we...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
Vision Helpdesk has been an incredible tool for us. I maintain a little IT Business and having a tool like this works extraordinarily. Their support group and sales team...



What do you think about this review? Great Poor
Published 11 months ago
Verified
user
The level of support by the entire Vision team is something they can be pleased with. Nothing is by all accounts an excess of trouble for them, and they are willing to go...



What do you think about this review? Great Poor
Published 11 months ago
Verified
user
It has a brilliant outline when you sign in. You can see everything that is going ahead in your Support Department as far as your clients and their requests. The way that...



What do you think about this review? Great Poor
Published 11 months ago
Verified
user
Vision Helpdesk is extraordinary item! The SLA administration is incredible and gives you a chance to build


What do you think about this review? Great Poor

Ashley Young

Published 3 years ago

After evaluating many helpdesk software providers we settled on Vision Helpdesk. This was for a number of reasons, firstly they provided an affordable self hosted one off license edition that was well without our budget. Many others out there wanted huge amounts of money for this type of edition. Secondly they provided a free trial so we could test. Upon installing we encountered an issue with our server not containing a piece of software that was require to run this helpdesk. We opened a ticket with Vision and within the hour they have logged into our server and resolved the issue for us, something they did not have to do. They are always friendly and willing to help.

So, if you are looking for an affordable, reliable helpdesk software that is full of features then Vision Helpdesk is the one you need to choose. Trust me…you’ll never look back!

I give Vision Helpdesk 100 stars!!!

2 people think this review is helpful


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