Vision Helpdesk

About Vision Helpdesk

Vision Helpdesk is an all-in-one multi channel help desk software.This customer support help desk tool assist support desk or customer support agents in receiving, processing and responding to service or incident requests.With the help of this software, you can centralize your entire customer communications via phone, chat, e-mail, web portal, facebook twitter etc. Vision Helpdesk provides attractive help desk features like ticketing, blabby – staff collaboration, help desk ticket billing, help desk gamification, task management knowledge base management, help desk automation, time tracking, SLA rules and ticket escalation, supports multi language, customer support survey etc.

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Pricing

Free Trial Available
Starts at $12.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

86%
Momentum

64%
Popularity

81%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)
Desktop App (Windows, Mac)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Vision Helpdesk Awards

# 16 Most Popular Software Help Desk Software
Q2 2024

# 19 Fastest Growing Software Help Desk Software
Q2 2023

# 16 Most Popular Software Help Desk Software
Q2 2023

# 13 Highly Rated Help Desk Software
Q1 2022

# 12 Most Popular Help Desk Software
Q1 2022

# 12 Highly Rated Help Desk Software
Q1 2021

# 17 Most Popular Help Desk Software
Q1 2021

Vision Helpdesk Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%

Unique Features

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Vision Helpdesk Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( One-time license / Subscription )

MONTHLY YEARLY

Starter Help Desk $12.00 $15.00 per user / month

Location: USA / UK / EU / IN

Free support and software updates

Recurring License

$8 per Agent per Month billed Yearly
$10 per Agent per Month billed Monthly

One-Time License

$200 per Agent

Features

Dashboard
- Overview for all the modules
- Update notification for each module
Incident Management
- Add private comments to ticket
- Add private ticket notes and client notes
- Advance html editor
- Advance ticket search using different criteria
- Assign ticket to multiple staff agents
- Custom email templates
- Custom fields for ticket creation, user registration forms
- Custom Labels, Tags and Flags
- Custom ticket filters
- Custom ticket listing views
- Custom ticket status, ticket type and priority
- Customer feedback and ticket rating
- Email notification to staff agents
- Email ticketing
- Export ticket to PDF and CSV
- Integrated custom client survey
- Internal ticketing
- Macro or canned response
- Mark spam and ban user
- Merge, link, and split tickets
- Outgoing email SMTP support
- Per department staff agent signature
- Quick ticket and client search
- Tree structure with ticket counts for companies, departments, and status
Knowledge Base Management
- Article comments and approval mechanism
- Import and export knowledge base area
- Internal knowledge-base for staff
- Knowledge-base suggestions for staff and client portal
- Knowledge-base, Q and A, Suggestions, and Download support
- Multi-level category based knowledge-base
Staff / Agent Access Management
- Admin access rights and admin setting permissions
- Create teams and include staff as team members
- Department wise staff access
- Set operation privileges and access rights to teams
- Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members)
- Staff import through CSV
Client / User Management
- Create Organization, Group clients under the organization
- Department access to clients too
- Clients notes and files attachment to client profile
- Auto client registration on email, Manual registration, and Approval mechanism
- Clients can add sub contacts and set their ticket submission permissions
- Client import through CSV
Drive
- Public and Private access for the files
Automation
- Incident automation
- Ticket auto-assign rules (Round Robin) using workflow
- Ticket auto close rules using workflow
- Ticket dispatch rules using workflow
SLA and Escalation Rules
- Apply SLA plans to single ticket, client, and department level
- Business hour schedule and holiday management
- Multi-level ticket escalation rule
- Setup multiple SLA plans
Multi-Language and Multiple Time Zones
- Default company and client language setup
- Different time zones for companies and staff members
- Multi-language email templates
- Multi-language support for client and staff portal
- Multi-language support for knowledge-base
Client Portal
- Fully customizable client portal templates
- Responsive mobile-ready portal
- Self-service portal customers can submit and track their tickets, manage profiles and sub-contacts.

Reports and Analytics
- System overview, Module-wise, Custom, and graphical reports
- System overview, Several data, and graphical reports offered
Security
- Define password strength
- Encrypted passwords in the database
- IP based staff login restriction
- SSL support for SaaS license
- Two-factor authentication for clients

Pro Help Desk $20.00 $25.00 per user / month

Location : USA / UK / EU / IN
Free support and software updates

Recurring License

$16 per Agent per Month billed Yearly
$20 per Agent per Month billed Monthly

One-Time License

$400 per Agent

Features

Dashboard
- Overview for all the modules
- Update notification for each module
- Calendar
- List of all pending approvals
Incident Management
- Add private comments to ticket
- Add private ticket notes and client notes
- Advance html editor
- Advance ticket search using different criteria
- Assign ticket to multiple staff agents
- Custom email templates
- Custom fields for ticket creation, user registration forms
- Custom Labels, Tags and Flags
- Custom ticket filters
- Custom ticket listing views
- Custom ticket status, ticket type and priority
- Customer feedback and ticket rating
- Email notification to staff agents
- Email ticketing
- Export ticket to PDF and CSV
- Integrated custom client survey
- Internal ticketing
- Macro or canned response
- Mark spam and ban user
- Merge, link and split tickets
- Outgoing email SMTP support
- Per department staff agent signature
- Quick ticket and client search
- Tree structure with ticket counts for companies, departments and status
- Add symptoms for a incident
- Clone incident
- Favourite Incidents and client
- Impact and it’s details
- Incident approval – from Staff, group and CAB user.
- Incident approval status- Approved, rejected, pending request
- Incident archiving
- Incident to solution module
- Link or add release
- Mode of contact
- Priority and justification for priority change
- Reason on incident closure status
- Ticket lock or Agent collision detection
- Ticket scheduling
- Time tracking
- Urgency
Multi-Channel Support
- Facebook integration
- Live chat integration
- Twitter integration
- VoIP Integration
Knowledge Base Management
- Article comments and approval mechanism
- Import and export knowledge base area
- Internal knowledge-base for staff
- Knowledge-base suggestions for staff and client portal
- Knowledge-base, Q and A, Suggestions, and Download support
- Multi-level category based knowledge-base
Community Forums
- External or internal forums
- Follow the forum articles
- Forum articles mark as sticky
- Topic comments and approval mechanism
Ticket Billing
- Applying bill rate and sending invoices using workflows
- Invoice creation, tax rules, and payment gateway support
- Pre-paid and post-paid ticket billing
- Time and ticket-based billing support
- Time-based billing: Time credit
Staff / Agent Access Management
- Admin access rights and admin setting permissions
- Create teams and include staff as team members
- Department wise staff access
- Set operation privileges and access rights to teams
- Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members)
- Staff import through CSV
- Gamification, Leader-board and Quest support
Client / User Management
- Create Organization, Group clients under the organization
- Department access to clients too
- Clients notes and files attachment to client profile
- Auto client registration on email, Manual registration, and Approval mechanism
- Clients can add sub contacts and set their ticket submission permissions
- Client import through CSV
- Approval from clients
- CAB users
Blabby
- Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve tickets
- One to many and one to one blab support
- One to one & Group chat
- Staff communication remains safe inside your organization
- Supports images, attachments posts
Task Management
- Create, assign and track tasks
- Link task to tickets
- Recurring tasks and sub-tasks
- Task notifications
Drive
- Public and Private access for the files
Automation
- Incident automation
- Ticket auto-assign rules (Round Robin) using workflow
- Ticket auto close rules using workflow
- Ticket dispatch rules using workflow
- Billing automation
- Task automation
SLA and Escalation Rules
- Apply SLA plans to single ticket, client, and department level
- Business hour schedule and holiday management
- Multi-level ticket escalation rule
- Setup multiple SLA plans
Multi-Language and Multiple Time Zones
- Default company and client language setup
- Different time zones for companies and staff members
- Multi-language email templates
- Multi-language support for client and staff portal
- Multi-language support for knowledge-base
Client Portal
- Fully customizable client portal templates
- Responsive mobile-ready portal
- Self-service portal customers can submit and track their tickets, manage profiles and sub-contacts.
Reports and Analytics
- System overview, Module-wise, Custom, and graphical reports
- System overview, Several data, and graphical reports offered
Security
- Define password strength
- Encrypted passwords in the database
- IP based staff login restriction
- SSL support for SaaS license
- Two-factor authentication for clients
Developers REST API
- Ticket Management
- Client Management
Mobile Apps
- Android phone app
- iPhone and iPad app
- Windows phone app
Integration and Single Login
- Billing software’s
- CRM and CMS software’s
- Ecommerce
- Live chat
- Remote desktop access and meeting tools
- Social media
- Team Communication
- VoIP

Satellite Help Desk $24.00 $30.00 per user / month

Location : USA / UK / EU / IN
Free support and software updates

Recurring License

$20 per Agent per Month billed Yearly
$25 per Agent per Month billed Monthly

One-Time License

$500 per Agent

Features

Dashboard
- Overview for all the modules
- Update notification for each module
- Calendar
- List of all pending approvals
Incident Management
- Add private comments to ticket
- Add private ticket notes and client notes
- Advance html editor
- Advance ticket search using different criteria
- Assign ticket to multiple staff agents
- Custom email templates
- Custom fields for ticket creation, user registration forms
- Custom Labels, Tags and Flags
- Custom ticket filters
- Custom ticket listing views
- Custom ticket status, ticket type and priority
- Customer feedback and ticket rating
- Email notification to staff agents
- Email ticketing
- Export ticket to PDF and CSV
- Integrated custom client survey
- Internal ticketing
- Macro or canned response
- Mark spam and ban user
- Merge, link and split tickets
- Outgoing email SMTP support
- Per department staff agent signature
- Quick ticket and client search
- Tree structure with ticket counts for companies, departments and status
- Add symptoms for a incident
- Clone incident
- Favourite Incidents and client
- Impact and it’s details
- Incident approval – from Staff, group and CAB user.
- Incident approval status- Approved, rejected, pending request
- Incident archiving
- Incident to solution module
- Link or add release
- Mode of contact
- Priority and justification for priority change
- Reason on incident closure status
- Ticket lock or Agent collision detection
- Ticket scheduling
- Time tracking
- Urgency
Multi-Channel Support
- Facebook integration
- Live chat integration
- Twitter integration
- VoIP Integration
Knowledge Base Management
- Article comments and approval mechanism
- Import and export knowledge base area
- Internal knowledge-base for staff
- Knowledge-base suggestions for staff and client portal
- Knowledge-base, Q and A, Suggestions, and Download support
- Multi-level category based knowledge-base
Community Forums
- External or internal forums
- Follow the forum articles
- Forum articles mark as sticky
- Topic comments and approval mechanism
Ticket Billing
- Applying bill rates and sending invoice using workflows
- Invoice creation, tax rules, and payment gateway support
- Pre-paid and post-paid ticket billing
- Time and ticket-based billing support
- Time-based billing: Time credit
Staff / Agent Access Management
- Admin access rights and admin setting permissions
- Create teams and include staff as team members
- Department wise staff access
- Set operation privileges and access rights to teams
- Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members)
- Staff import through CSV
- Gamification, Leader-board and Quest support
Client / User Management
- Create Organization, Group clients under the organization
- Department access to clients too
- Clients notes and files attachment to client profile
- Auto client registration on email, Manual registration, and Approval mechanism
- Clients can add sub contacts and set their ticket submission permissions
- Client import through CSV
- Approval from clients
- CAB users
Blabby
- Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve tickets
- One to many and one to one blab support
- One to one & Group chat
- Staff communication remains safe inside your organization
- Supports images, attachments posts
Task Management
- Create, assign and track tasks
- Link task to tickets
- Recurring tasks and sub-tasks
- Task notifications
Drive
- Public and Private access for the files
Automation
- Incident automation
- Ticket auto-assign rules (Round Robin) using workflow
- Ticket auto close rules using workflow
- Ticket dispatch rules using workflow
- Billing automation
- Task automation
SLA and Escalation Rules
- Apply SLA plans to single ticket, client, and department level
- Business hour schedule and holiday management
- Multi-level ticket escalation rule
- Setup multiple SLA plans
Multi-language and Multiple Time Zones
- Default company and client language setup
- Different time zones for companies and staff members
- Multi-language email templates
- Multi-language support for client and staff portal
- Multi-language support for knowledge-base
Client Portal
- Fully customizable client portal templates
- Responsive mobile ready portal
- Self service portal customers can submit and track their tickets, manage profile and sub-contacts.
Multi-Company / Brand / Product Management
- Client portals with its own knowledge-base support
- Complete data isolation among companies and its end users
- Each client portal can have its own website URL in browser
- Share staff members or keep them isolated too
- Single database and single staff portal with different branded client portals for each company
- Websites can be hosted on different servers
Reports and Analytics
- System overview, Module-wise, Custom, and graphical reports
- System overview, Several data, and graphical reports offered
Security
- Define password strength
- Encrypted passwords in the database
- IP based staff login restriction
- SSL support for SaaS license
- Two-factor authentication for clients
Developers REST API
- Ticket Management
- Client Management
Mobile Apps
- Android phone app
- iPhone and iPad app
- Windows phone app
Integration and Single Login
- Billing software’s
- CRM and CMS software’s
- Ecommerce
- Live chat
- Remote desktop access and meeting tools
- Social media
- Team Communication
- VoIP

Pro Service Desk $32.00 $40.00 per user / month

Location : USA / UK / EU / IN
Free support and software updates

Recurring License

$24 per Agent per Month billed Yearly
$30 per Agent per Month billed Monthly

One-Time License

$600 per Agent

Features

Dashboard
- Overview for all the modules
- Update notification for each module
- Calendar
- List of all pending approvals
Incident Management
- Add private comments to ticket
- Add private ticket notes and client notes
- Advance html editor
- Advance ticket search using different criteria
- Assign ticket to multiple staff agents
- Custom email templates
- Custom fields for ticket creation, user registration forms
- Custom Labels, Tags and Flags
- Custom ticket filters
- Custom ticket listing views
- Custom ticket status, ticket type and priority
- Customer feedback and ticket rating
- Email notification to staff agents
- Email ticketing
- Export ticket to PDF and CSV
- Integrated custom client survey
- Internal ticketing
- Macro or canned response
- Mark spam and ban user
- Merge, link and split tickets
- Outgoing email SMTP support
- Per department staff agent signature
- Quick ticket and client search
- Tree structure with ticket counts for companies, departments and status
- Add symptoms for a incident
- Clone incident
- Favourite Incidents and client
- Impact and it’s details
- Incident approval – from Staff, group and CAB user.
- Incident approval status- Approved, rejected, pending request
- Incident archiving
- Incident to solution module
- Link or add release
- Mode of contact
- Priority and justification for priority change
- Reason on incident closure status
- Ticket lock or Agent collision detection
- Ticket scheduling
- Time tracking
- Urgency
Multi-Channel Support
- Facebook integration
- Live chat integration
- Twitter integration
- VoIP Integration
Knowledge Base Management
- Article comments and approval mechanism
- Import and export knowledge base area
- Internal knowledge-base for staff
- Knowledge-base suggestions for staff and client portal
- Knowledge-base, Q and A, Suggestions, and Download support
- Multi-level category based knowledge-base
Community Forums
- External or internal forums
- Follow the forum articles
- Forum articles mark as sticky
- Topic comments and approval mechanism
Ticket Billing
- Applying bill rates and sending invoices using workflows
- Invoice creation, tax rules, and payment gateway support
- Pre-paid and post-paid ticket billing
- Time and ticket-based billing support
- Time-based billing: Time credit
Staff / Agent Access Management
- Admin access rights and admin setting permissions
- Create teams and include staff as team members
- Department wise staff access
- Set operation privileges and access rights to teams
- Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members)
- Staff import through CSV
- Gamification, Leader-board and Quest support
Client / User Management
- Create Organization, Group clients under organization
- Department access to clients too
- Clients notes and files attachment to client profile
- Auto client registration on email, Manual registration and Approval mechanism
- Clients can add sub contacts and set their ticket submission permissions
- Client import through CSV
- Approval from clients
- CAB users
Blabby
- Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve tickets
- One to many and one to one blab support
- One to one & Group chat
- Staff communication remains safe inside your organization
- Supports images, attachments posts
Task Management
- Create, assign and track tasks
- Link task to tickets
- Recurring tasks and sub-tasks
- Task notifications
Drive
- Public and Private access for the files
Automation
- Incident automation
- Ticket auto assign rules (Round Robin) using workflow
- Ticket auto close rules using workflow
- Ticket dispatch rules using workflow
- Billing automation
- Task automation
SLA and Escalation Rules
- Apply SLA plans to single ticket, client, and department level
- Business hour schedule and holiday management
- Multi-level ticket escalation rule
- Setup multiple SLA plans
Multi-Language and Multiple Time Zones
- Default company and client language setup
- Different time zones for companies and staff members
- Multi-language email templates
- Multi-language support for client and staff portal
- Multi-language support for knowledge-base
Client Portal
- Fully customizable client portal templates
- Responsive mobile-ready portal
- Self-service portal customers can submit and track their tickets, manage profiles and sub-contacts.
Multi-Company / Brand / Product Management
- Client portals with its own knowledge-base support
- Complete data isolation among companies and its end users
- Each client portal can have its own website URL in browser
- Share staff members or keep them isolated too
- Single database and single staff portal with different branded client portals for each company
- Websites can be hosted on different servers
Asset Management
- Asset relationships
- Attach child assets
- CMDB (Configuration management database)
- Configuration items (CI) tracking
- Financial management
- Impact analysis across CIs
- Import asset by database field mapping
- Integrated with tickets/incident
- Multi-level CI types
- Products and vendors
Service Catalogue Management
- Custom fields for different service specification
- Display services on client portal
- Service requests from client portal
Product and Vendor Management
- Create product and vendor catalogue
- Include product/vendor in CI/Asset
- Include product/vendor in the contract
Contract Management
- Contract approval
- Contract expiry notification
- Contract timelines and pricing
- Create and Track contracts between 3rd party or Outside suppliers
Financial Management
- Auto calculating book value
- Plan and predict IT expenditures
- Setup depreciation methods
- Tracking current expenditures
Reports and Analytics
- System overview, Module-wise, Custom, and graphical reports
- System overview, Several data, and graphical reports offered
- ITIL reports
Security
- Define password strength
- Encrypted passwords in the database
- IP based staff login restriction
- SSL support for SaaS license
- Two-factor authentication for clients
Developers REST API
- Ticket Management
- Client Management
Mobile Apps
- Android phone app
- iPhone and iPad app
- Windows phone app
Integration and Single Login
- Billing software’s
- CRM and CMS software’s
- Ecommerce
- Live chat
- Remote desktop access and meeting tools
- Social media
- Team Communication
- VoIP

Ent Service Desk $48.00 $60.00 per user / month

Location : USA / UK / EU / IN
Free support and software updates

Recurring License

$32 per Agent per Month billed Yearly
$40 per Agent per Month billed Monthly

One-Time License

$800 per Agent

Features

Dashboard
- Overview for all the modules
- Update notification for each module
- Calendar
- List of all pending approvals
Incident Management
- Add private comments to ticket
- Add private ticket notes and client notes
- Advance html editor
- Advance ticket search using different criteria
- Assign ticket to multiple staff agents
- Custom email templates
- Custom fields for ticket creation, user registration forms
- Custom Labels, Tags and Flags
- Custom ticket filters
- Custom ticket listing views
- Custom ticket status, ticket type and priority
- Customer feedback and ticket rating
- Email notification to staff agents
- Email ticketing
- Export ticket to PDF and CSV
- Integrated custom client survey
- Internal ticketing
- Macro or canned response
- Mark spam and ban user
- Merge, link and split tickets
- Outgoing email SMTP support
- Per department staff agent signature
- Quick ticket and client search
- Tree structure with ticket counts for companies, departments and status
- Add symptoms for a incident
- Clone incident
- Favourite Incidents and client
- Impact and it’s details
- Incident approval – from Staff, group and CAB user.
- Incident approval status- Approved, rejected, pending request
- Incident archiving
- Incident to solution module
- Link or add release
- Mode of contact
- Priority and justification for priority change
- Reason on incident closure status
- Ticket lock or Agent collision detection
- Ticket scheduling
- Time tracking
- Urgency
Multi-Channel Support
- Facebook integration
- Live chat integration
- Twitter integration
- VoIP Integration
Knowledge Base Management
- Article comments and approval mechanism
- Import and export knowledge base area
- Internal knowledge-base for staff
- Knowledge-base suggestion for staff and client portal
- Knowledge-base, Q and A, Suggestions and Download support
- Multi-level category based knowledge-base
Community Forums
- External or internal forums
- Follow the forum articles
- Forum articles mark as sticky
- Topic comments and approval mechanism
Ticket Billing
- Applying bill rate and sending invoice using workflows
- Invoice creation, tax rules and payment gateway support
- Pre-paid and post-paid ticket billing
- Time and ticket-based billing support
- Time-based billing: Time credit
Staff / Agent Access Management
- Admin access rights and admin setting permissions
- Create teams and include staff as team members
- Department wise staff access
- Set operation privileges and access rights to teams
- Staff hierarchy (Super-admins, Company-admins, Team Managers, Teams and Staff Members)
- Staff import through CSV
- Gamification, Leader-board and Quest support
Client / User Management
- Create Organization, Group clients under organization
- Department access to clients too
- Clients notes and files attachment to client profile
- Auto client registration on email, Manual registration and Approval mechanism
- Clients can add sub contacts and set their ticket submission permissions
- Client import through CSV
- Approval from clients
- CAB users
Blabby
- Internal tool for staff members to collaborate, Share knowledge-base, Get assistance to solve tickets
- One to many and one to one blab support
- One to one & Group chat
- Staff communication remains safe inside your organization
- Supports images, attachments posts
Task Management
- Create, assign and track tasks
- Link task to tickets
- Recurring tasks and sub-tasks
- Task notifications
Drive
- Public and Private access for the files
Automation
- Incident automation
- Ticket auto-assign rules (Round Robin) using workflow
- Ticket auto close rules using workflow
- Ticket dispatch rules using workflow
- Billing automation
- Task automation
SLA and Escalation Rules
- Apply SLA plans to single ticket, client, and department level
- Business hour schedule and holiday management
- Multi-level ticket escalation rule
- Setup multiple SLA plans
Multi-language and Multiple Time Zones
- Default company and client language setup
- Different time zones for companies and staff members
- Multi-language email templates
- Multi-language support for client and staff portal
- Multi-language support for knowledge-base
Client Portal
- Fully customizable client portal templates
- Responsive mobile ready portal
- Self service portal customers can submit and track their tickets, manage profile and sub-contacts.
Multi-Company / Brand / Product Management
- Client portals with its own knowledge-base support
- Complete data isolation among companies and its end users
- Each client portal can have its own website URL in browser
- Share staff members or keep them isolated too
- Single database and single staff portal with different branded client portals for each company
- Websites can be hosted on different servers
Asset Management
- Asset relationships
- Attach child assets
- CMDB (Configuration management database)
- Configuration items (CI) tracking
- Financial management
- Impact analysis across CIs
- Import asset by database field mapping
- Integrated with tickets/incident
- Multi-level CI types
- Products and vendors
Problem Management
- Known error
- Linked with tickets / incidents
- Problem analysis
- Problem detailed analysis
- Problem identification
- Problem impact analysis
- Problem Review
- Problem timeline
- Role assignment – Resource, delivery , ROI, Approval Management
- Solution to identified problems
Change Management
- Approval from clients, Staff or group and CAB user
- Business Justification
- Change approval custom workflow
- Change closure with reason
- Change Description
- Change timeline
- Change type
- Linking the release with Incident, Asset, Problem, Release, Task
- Plan, track and rollback changes
- Planning, scheduling, roll out & back out plan description for a Change
- Proposed Plan
- Reviewing the Change Request, Scheduling and Role Assignment
- Testing, implementation, Approval and Monitoring the changes
Release Management
- Approval from clients, Staff or Group and CAB user
- Linked with changes
- Linking the release with Incident, Asset, Problem, Change, Task
- Notify everybody in organization
- Planning and scheduling the release
- Schedule releases
Service Catalogue Management
- Custom fields for different service specification
- Display services on client portal
- Service requests from client portal
Product and Vendor Managemeny
- Create product and vendor catalogue
- Include product/vendor in CI/Asset
- Include product/vendor in the contract
Contract Management
- Contract approval
- Contract expiry notification
- Contract timelines and pricing
- Create and Track contracts between 3rd party or Outside suppliers
Financial Management
- Auto calculating book value
- Plan and predict IT expenditures
- Setup depreciation methods
- Tracking current expenditures
Reports and Analytics
- System overview, Module-wise, Custom, and graphical reports
- System overview, Several data, and graphical reports offered
- ITIL reports

Security
- Define password strength
- Encrypted passwords in the database
- IP based staff login restriction
- SSL support for SaaS license
- Two-factor authentication for clients
Developers REST API
- Ticket Management
- Client Management
Mobile Apps
- Android phone app
- iPhone and iPad app
- Windows phone app
Integration and Single Login
- Billing software’s
- CRM and CMS software’s
- Ecommerce
- Live chat
- Remote desktop access and meeting tools
- Social media
- Team Communication
- VoIP

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Disclaimer: The pricing details were last updated on 10/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Vision Helpdesk Reviews

User Rating

5/5 (Based on 19 Ratings)

Rating Distribution

Excellent
94.7%
Very Good
5.3%
Average
0%
Poor
0%
Terrible
0%

User Sentiments

User-friendly interface, Extensive integrations, Excellent Customer Support, Comprehensive Ticket Management System

Limited Customization Options, Lack of Live Chat Software, Simple Design, Outdated Documentation

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Review Summary

Vision Helpdesk reviewers commend its user-friendly interface, customizable features, and efficient ticketing system. They appreciate the ease of organizing and tracking customer requests, and the ability to automate tasks and responses. Reviewers also highlight the reporting capabilities that provide valuable insights into team performance and customer satisfaction. The mobile app is praised for its convenience and accessibility, allowing support teams to stay connected and responsive on the go. However, some reviewers mention occasional glitches and the need for improved integration with other business systems. Overall, Vision Helpdesk receives positive feedback for its user-centric design, comprehensive features, and positive impact on customer service efficiency.

Pros

Featurerich helpdesk software with ticketing, knowledge base, and live chat.
Streamlined user interface for efficient customer support management.
Extensive customization options to tailor the software to specific business needs.
Robust reporting and analytics capabilities for datadriven decisionmaking.