Vision Helpdesk : A Robust Web-based Satellite Helpdesk Solution

by Dec 3, 20120 comments

Genre : Productivity
Platform : Web
Developer : ThinkSoftwares
Rating : 4
Positives :
Negatives :

Vision Helpdesk is a web-based customer support helpdesk solution which allows you to manage support for multiple companies at one place. Vision Helpdesk is an all-in-one customer support solution which allows you to combine multiple channels of customer inquiries and support requests like e-mail, web-forms, Twitter, Facebook, Phone calls etc, all under one single single roof, thus making your helpdesk support process much more effective as well as efficient.

The user interface is mainly AJAX based which means that you can get much higher efficiency at reduced bandwidth requirements. Vision Helpdesk includes a wide range of features that can help users handle product issues and customers more efficiently. The application automatically generates tickets when support requests arrive. Additional features make Vision Helpdesk appealing for larger companies who handle multiple products and work with clients from all over the world, making it a true satellite helpdesk solution.

The automated conversion of incoming support requests to tickets makes it easy for a company to not only keep a track of who a set of tickets have been assigned to but also data on turnaround time for resolution of tickets as well as overall resolution rates. An efficient and effective helpdesk solution automatically means happy customers which translate into positive word of mouth and thus more business.

Vision Helpdesk includes a variety of features which are helpful for small and big companies alike. Users can work with free as well as paid support features including prepaid support, credit to user, invoicing, auto time calculation, tracking of payment, and a whole lot more. With the handy inclusion of multi-domain and satellite features, users are also able to manage helpdesks for multiple companies, or manage different helpdesks for different product lines within the same company from the convenience of one portal. The software includes escalation rules, like any robust helpdesk solution, to ensure that support incidents are resolved in a timely and effective manner.

Vision Helpdesk supports addition of service levels so that you are able to measure your response and resolution times and improve on them. The software is also compatible with Google apps integration, which means that if your company is using Google Apps for business email, you can access your mail right from within Vision Helpdesk without having to leave it. Of course, goes without saying that report generation; ability to add custom data fields and private messaging support is also integrated, along with anti-virus protection and automatic updates. The app includes pre-defined canned responses which can be used by helpdesk staff, ability to manage a Knowledge Base for clients as well as internal employees, forum creation support as well a bug & feature request submission.

Vision Helpdesk comes in two flavours, a SAAS based solution which is hosted on Vision’s Cloud servers, and a local server based solution which can be downloaded and installed on your company server. The SAAS license is naturally the more economical option as there is no software to download or install, and you only pay for the service. Pricing for the SAAS flavor starts at $29 per month for the Lite Plan and can go up to $149 per month for the fully-loaded Ultimate plan. Of course, you can avail of a lower pricing if you go for an annual billing. The Download license involves a one-time fee, which starts at $599 for a single company support solution, and goes up to $3699 for multiple company support with unlimited add-on companies. Free support for one year and software updates are included with the downloadable license. The SAAS version is clearly more beneficial on account of no upfront cost and auto software updates letting you focus on your customers.

Vision Helpdesk was formed in 2007 under ThinkSoftwares.Net as the first ever multiple company or satellite helpdesk solution. You can find more information about Vision Helpdesk or sign up for the service at their dedicated website

What’s good?

  • Multi-domain and multi-company support
  • HIgh level of customizability

What can be better?

  • Pricing for download license could be a bit pricey


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