Home/Help Desk Software/Vision Helpdesk
Updated on: January 27, 2021
What is Vision Helpdesk ?
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Vision Helpdesk

Fully-featured multi-channel help desk software
(102 Ratings) Write Review

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.

Vision Helpdesk Features Show All Features

Vision Helpdesk Technical details

Support Business Hours Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Location / Phone Number Nasik, India
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Vision Helpdesk Pricing

Pricing ModelFree Trial , One-time license , Subscription
Starter Help Desk
$12 /Month

Pricing options :

  • Saas Cloud License - $12/agent/month billed Annually or $15/agent/month billed Monthly (Free support and software updates)
  • Download Recurring License - $8/agent/month billed Annually or $10/agent/month billed Monthly (Free support and software updates)
  • Download One-Time License - $ 200 per agent one time fee (1 year free support and software updates)

Features

  • Overview for all the modules
  • Update notification for each module
  • 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
  • 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
  • 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
  • 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
  • Public and Private access for the files
  • Incident automation
  • Ticket auto assign rules (Round Robin) using workflow
  • Ticket auto close rules using workflow
  • Ticket dispatch rules using workflow
  • Apply SLA plans to single ticket, client and department level
  • Business hour schedule and holiday management
  • Multi level ticket escalation rules
  • Setup multiple SLA plans
  • 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
  • Fully customizable client portal templates
  • Responsive mobile ready portal
  • Self service portal customers can submit and track their tickets, manage profile and sub-contacts.
  • System overview, Module-wise, Custom and graphical reports
  • System overview, Several data and graphical reports offered
  • Define password strength
  • Encrypted passwords in database
  • IP based staff login restriction
  • SSL support for SaaS license
  • Two factor authentication for clients
Pro Help Desk
$20 /Month

Pricing options :

  • Saas Cloud License - $20/agent/month billed Annually or 25/agent/month billed Monthly (Free support and software updates)
  • Download Recurring License - $16/agent/month billed Annually or $20/agent/month billed Monthly (Free support and software updates)
  • Download One-Time License - $400 per agent one time fee (1 year free support and software updates)

Features

  • Includes features of Starter Help Desk plan, plus
  • Calendar
  • List of all pending approvals
  • 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
  • Facebook integration
  • Live chat integration
  • Twitter integration
  • VoIP Integration
  • External or internal forums
  • Follow the forum articles
  • Forum articles mark as sticky
  • Topic comments and approval mechanism
  • 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
  • Gamification, Leader-board and Quest support
  • Approval from clients
  • CAB users
  • 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 and Group chat
  • Staff communication remains safe inside your organization
  • Supports images, attachments posts
  • Create, assign and track tasks
  • Link task to tickets
  • Recurring tasks and sub-tasks
  • Task notifications
  • Billing automation
  • Task automation
  • Ticket Management
  • Client Management
  • Android phone app
  • iPhone and iPad app
  • Windows phone app
  • 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 /Month

Pricing options :

  • Saas Cloud License - $24/agent/month billed Annually or 30/agent/month billed Monthly (Free support and software updates)
  • Download Recurring License - $20/agent/month billed Annually or $25/agent/month billed Monthly (Free support and software updates)
  • Download One-Time License - $500 per agent one time fee (1 year free support and software updates)

Features

  • Includes features of Pro Help Desk plan, plus
  • 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
Pro Service Desk
$32 /Month

Pricing options :

  • Saas Cloud License - $32/agent/month billed Annually or 40/agent/month billed Monthly (Free support and software updates)
  • Download Recurring License - $24/agent/month billed Annually or $30/agent/month billed Monthly (Free support and software updates)
  • Download One-Time License - $600 per agent one time fee (1 year free support and software updates)

Features

  • Includes features of Satellite Help Desk plan, plus
  • ITIL automation
  • 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
  • Custom fields for different service specification
  • Display services on client portal
  • Service requests from client portal
  • Create product and vendor catalogue
  • Include product/vendor in CI/Asset
  • Include product/vendor in contract
  • Contract approval
  • Contract expiry notification
  • Contract time lines and pricing
  • Create and Track contracts between 3rd party or Outside suppliers
  • Auto calculating book value
  • Plan and predict IT expenditures
  • Setup depreciation methods
  • Tracking current expenditures
  • ITIL reports
Ent Service Desk
$48 /Month

Pricing options :

  • Saas Cloud License - $48/agent/month billed Annually or 60/agent/month billed Monthly (Free support and software updates)
  • Download Recurring License - $32/agent/month billed Annually or $40/agent/month billed Monthly (Free support and software updates)
  • Download One-Time License - $800 per agent one time fee (1 year free support and software updates)

Features

  • Includes features of Pro Service Desk plan, plus
  • 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
  • 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 and back out plan description for a Change
  • Proposed Plan
  • Reviewing the Change Request, Scheduling and Role Assignment
  • Testing, implementation, Approval and Monitoring the changes
  • 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
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Disclaimer: The pricing details were last updated on 29/06/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Vision Helpdesk FAQs

Vision Helpdesk is Help Desk Software. Vision Helpdesk offers the following functionalities:

  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Community Forums
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Document Storage
  • Multi-Channel Communication
  • Incident Management

Learn more about Vision Helpdesk features.

The pricing for Vision Helpdesk starts at $12.00 per month. Vision Helpdesk has 5 different plans:

  • Starter Help Desk at $12.00 per month.
  • Pro Help Desk at $20.00 per month.
  • Satellite Help Desk at $24.00 per month.
  • Pro Service Desk at $32.00 per month.
  • Ent Service Desk at $48.00 per month.

No, Vision Helpdesk does not offer a free plan.

Learn more about Vision Helpdesk pricing.

Yes, Vision Helpdesk provides API.

Ask the Community View Community

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Vision Helpdesk Reviews

OVERALL RATING
4.3
Based on 102 Rating(s)
Rating Distribution
  • 87 %
  • 10.1 %
  • 0 %
  • 1.4 %
  • 0 %
SHARE YOUR EXPERIENCE Write a Review
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Administrator in Non-Profit Organization ManagementSource : g2crowd.com
(Reviewed on 04 September 2020)
"Phenomenal Support Software!"

What do you like best?

The Versatility Of Different Modules and the Clean Design

What do you dislike?

You need some web server experience setting this up, but I know Vision Helpdesk will assist you with anything you need.

What problems are you solving with the product? What benefits have you realized?

Addressing client questions through a ticketing system.

...more
Kevin JSource : g2crowd.com
(Reviewed on 05 February 2020)
"Feature rich and fast"

What do you like best?

I like the clean interface and responsiveness of the cloud offering. Have not experienced any lag or timeouts. it almost feels local. There are many integration options I look forward to trying.

What do you dislike?

No dislikes. There are a lot of options and things to work through though. So if there is a down side that would be it.

Recommendations to others considering the product:

Do the trial when you have some time to dedicate to trying features. Very feature rich.

What problems are you solving with the product? What benefits have you realized?

Prioritizing and reporting on HelpDesk tickets.

...more
Kevin MSource : g2crowd.com
(Reviewed on 01 January 2020)
"The most complete support solution."

What do you like best?

What I like about this solution is the number of features offered to us. There is a lot of integration and customizable settings. The support system is very well done, I have rarely seen anything comparable. I recommend this solution to everyone. For a large company the tool is very profitable especially in terms of price compare to other system of the same style. There are also many different languages, which is very useful if you want to manage international support, the customer can choose his language from his profile. What I also like is the overall design of the system, it's "flat design" it's really modern and the graphic theme goes really everywhere and we can also modify the colors of the site to make it in line with are project.

What do you dislike?

For the moment I have not found any problem or bug on the system itself everything works perfectly.

Recommendations to others considering the product:

I would recommend trying the trial version to form your own opinion, from the point of view if you are looking for a very complete support tool you are in the right place. The last piece of advice you can give if you want to take Vision Helpdesk is very important to modify it to your image to give a professional image of your business. Whether by putting the logo and also changing the theme colors with the same color as your business.

What problems are you solving with the product? What benefits have you realized?

Thanks to Vision Helpdesk, my support problem is resolved. Before I had to contact the customers by e-mail but to follow the progress of the customer's request and to allow the employee to take over the request it was very complicated.

Now everything is centralized in the same place and I can very easily transfer a client's request to another service so that another co-employee can take over the request. It is a very important system for me, it is an essential point in the customer relationship and in my project in general.

The advantage also is the ease of use in a few minutes I set up an account for each of my employees.

...more
Marco BSource : g2crowd.com
(Reviewed on 18 December 2019)
"Solution with the features necessary for my business"

What do you like best?

Automation with workflow and incidents status control

What do you dislike?

Some operations, such as client deleting, do not support multiple selection and require repeating the procedure for each record.

What problems are you solving with the product? What benefits have you realized?

management of incidents opened by customers; verification of response and solutions times

...more
LloydSource : financesonline.com
(Reviewed on 03 October 2019)
Amongst the finest Help Desk Software for web hosting industry

PROS & CONS

What are the best aspects of this product?

"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 utilized Kayako. Vision Helpdesk is anything but difficult to introduce, easy to arrange and use for our support staff, Apart from ticketing highlights our group most of the time use Vision Helpdesk Blabby feature. It helps our staff to work together and offer knowledge base among colleagues.
The most recent V4 adaptation has the marvelous outline with ITIL/ITSM Service work area/enterprise features at reasonable prices.
"

What aspects are problematic or could work better?

The main thing missing for us is Live chat programming, however according to our dialogue with their support team, it appears they are dealing with it and ought to start their own chat software. We would love to have Live chat choice in vision helpdesk itself.

What specific problems in your company were solved by this product?

We are from Web hosting business where we get customary ticket to our business, support, and administration or priority is getting quick dynamic support to our client, which can be done by setting Vision helpdesk SLA rules, utilizing blabby staff member from our distinctive office area can talk about thing related to the use of vision helpdesk without having the need of any extra software. Indeed, even their multi- organization satellite helpdesk is enormous in addition for our reseller hosting the client for whom we offer support with a white label under their organization support techs, it can be done just in Vision Helpdesk.

Are you a current user of this product?

Yes

...more
Liam SSource : g2crowd.com
(Reviewed on 01 October 2019)
"Complete solution"

What do you like best?

The software has a modern look. I was able to get it to fit in with our corporate theme. It's very feature-rich. We're now able to do workflow tickets between departments. Handle SLA's and have also been able to implement change management and Self Service all in the one package. Because of the looks, the team was pretty comfortable moving over to it from an older system, and the feedback from our clients has been positive.

What do you dislike?

The lack of documentation can be difficult to get you're head around, but the software itself is pretty intuitive, but it's not as well documented as some.

Recommendations to others considering the product:

Take a look, if you engage them to assist, or have a team that can do it internally, you should get a good outcome.

What problems are you solving with the product? What benefits have you realized?

Streamline support across the business with multiple departments.

...more
KatherineSource : financesonline.com
(Reviewed on 19 September 2019)
Excellent software and support

PROS & CONS

What are the best aspects of this product?

Ease of use, Design, Features are the reasons that sets Vison Helpdesk apart frrom the others!
Support has been amazing and we are extremely delighted to be connected with them for all these years. Credit goes to the Vision Helpdesk team . Any issue or question is addressed very quickly. Simple to deal with all the support at one spot. The support staff at Vision Helpdesk are fantastic, they permit you to include them on Skype and guide you through each step. I want to continue with them and wish the team good luck. Vision Helpdesk is an awesome product!

What aspects are problematic or could work better?

We have never faced any issue as such, so we don't have anything to dislike

What specific problems in your company were solved by this product?

We are a web hosting organization, we set up in 2005 and were searching for some free and paid helpdesk softwares. Then we found Vision Helpdesk and chosing them was the best decision as it has been an exceptionally wonderful journey with them since then. We're using Vision Helpdesk to manage support for our brand and the general experience has been great. They offer everything that we require for client support management.

Are you a current user of this product?

Yes

...more
EstherSource : financesonline.com
(Reviewed on 11 September 2019)
I would strongly recommend this finest IT product one could ever find

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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

What specific problems in your company were solved by this product?

With helpdesk, we are, and look more finished as an association. Clients are more content due to the fact that rather than sending mail they can raise ticket and followup at the same time with the use of helpdesk. Inside our team, things are organized, accountability is set appropriately and the client is given support according to the definition of SLA.

Are you a current user of this product?

Yes

...more
Source : g2crowd.com
(Reviewed on 11 April 2019)
"Simplest and best solution"

What do you like best?

The simple and uncomplicated Interface of Vision Helpdesk makes it fast and easy to use

What do you dislike?

So far no disadvantages recognizedwithin Vision Helpdesk

Recommendations to others considering the product:

If you need a comprehensive solution to support a complex organization, be sure to test Vision Helpdesk.

What problems are you solving with the product? What benefits have you realized?

We operate and support the IT infrastructure of the Swiss Diabetes Society in all matters and support its users. We also look after all members of the Swiss diabetic society (diabetics type 1 and type 2 in all aspects of the management of their disease. As an international company, we provide all services of the SDG for charitable purposes for free. Vision Helpdesk helps us allocate all inquiries centrally andwith great efficiency and assign them to the right departments to be able to respond to employees and patients even faster and more efficiently.

...more
Source : g2crowd.com
(Reviewed on 02 October 2018)
"Feature rich and fast"

What do you like best?

I like the clean interface and responsiveness of the cloud offering. Have not experienced any lag or timeouts. it almost feels local. There are many integration options I look forward to trying.

What do you dislike?

No dislikes. There are a lot of options and things to work through though. So if there is a down side that would be it.

Recommendations to others considering the product

Do the trial when you have some time to dedicate to trying features. Very feature rich.

What business problems are you solving with the product? What benefits have you realized?

Prioritizing and reporting on HelpDesk tickets.

...more
Read All Reviews

Videos on Vision Helpdesk

Vision Helpdesk Screenshots

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Vision Helpdesk Demo - Incident Management
Vision Helpdesk Demo - Change Management
Vision Helpdesk Demo - Problem Management
Vision Helpdesk Demo - Asset / CMDB Management
Vision Helpdesk Demo - Fully Responsive Interface
Vision Helpdesk screenshot: Vision Helpdesk V5
Vision Helpdesk screenshot: Incident / Ticket Screen
Vision Helpdesk screenshot: Vision Helpdesk Mobile Apps
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Vision Helpdesk Demo - Incident Management
Vision Helpdesk Demo - Change Management
Vision Helpdesk Demo - Problem Management
Vision Helpdesk Demo - Asset / CMDB Management
Vision Helpdesk Demo - Fully Responsive Interface
Vision Helpdesk screenshot: Vision Helpdesk V5
Vision Helpdesk screenshot: Incident / Ticket Screen
Vision Helpdesk screenshot: Vision Helpdesk Mobile Apps

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