- SLA & Escalation
- Staff Management
- Ticket Management
- Client Management
- Time Tracking
- ITIL / ITSM Ready Service Desk Features
- Knowledge Base Management
- Multi-Channel Communication
- Pricing Can Be Improved
- Live Chat Is Slow
A strong and reliable customer support system is one of the key components that build a strong connection between a business and its target audience and customers. This includes bridging the gap between you and your customers by managing various channels like emails, live chats, social media interactions and much more.
To make sure these key aspects are managed seamlessly, you will need to employ the right software and services. Luckily, I have a really good one for you. So in this post I will brief you all about an amazing Help desk platform known as Vision Helpdesk. Vision Helpdesk Software Review 2018 With Pros And Cons in Detail
SO LET’S GET STARTED!
What is Vision Helpdesk?
Vision Helpdesk is a leading and one of the best all-in-one customer support help desk platform specifically designed to help manage various channels like calls, chat, email, web forms, Facebook, and Twitter under a single roof.
The software has been designed as a multi-channel solution that efficiently channelizes and centralizes customer conversations that occur through
- A web portal
- Social media channels
- Live chats
Vision Helpdesk is an award winning and of the most popularly used help desk software in the market. The software currently offers three distinct products:
- Help Desk Software (multi-channel help desk)
This tool allows users to centralize all their customer conversations via phone, chat, email, web portal, Facebook, and Twitter, through an all-in-one multi-channel ticket management software.
- Satellite Desk (multi brand/company help desk)
Satellite Desk works as a powerful single centralized portal to provide users with IT service desk functionality or customer support for businesses having multiple companies, products or brands. Furthermore, each brand or company can have its own branded client portal.
- Service Desk (ITIL/ITSM desk)
Vision ITIL desk is a service desk that includes the following functionalities
- Release Management
- Change Management
- Solution or Knowledgeable Management
- Problem Management
- Incident Management
- Asset Management
For those of you who don’t know, Vision Helpdesk V5 version has recently received the PinkVERIFY™ 2011 certification. PinkVERIFY is a service that evaluates IT service management (ITSM) tool sets for ITIL compatibility. For a certain process of a tool to be certified, the vendor must go through a rigorous assessment process.
This is a prestigious tag that officially certifies as an online service management tool as ITIL® compatible by Pink Elephant, a premier service provider in global training, consulting and conference.
This certification is given to a service after a thorough online and offline audit of various factors varying from service to service. Vision Helpdesk has received this certification for 3 major processes
• Incident Management
• Problem Management
• Change Management
So in short, this certification officially and legally confirms that Vision Helpdesk – Service Desk Software is compatible and complies with the Best Practice ITIL Standards. Now Vision Helpdesk is looking forward to get their other ITIL / ITSM modules certified with PinkVERIFY certification.
This product brings in the advance discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). To make the service even more extensive, the Vision Helpdesk license is also offered as SaaS and Download versions.
Vision Helpdesk is a complete package consisting efficient yet powerful tools and features that make it one of the best cross-platform help desk software in the market today.
- 3rd party single login and integrations
- Automation, workflow, SLA, and escalations
- Blabby: A state of the art native private social hub for your staff members.
- Calendar and task Management
- Client management
- E-Mail parsing
- Integration with several scripts
- Manage multiple companies support
- Multiple social channels supported including Facebook, Twitter, phone, chat, tickets, and more.
- Multi-language support
- Online issue tracking and ticket management
- Reports and analytics
- Separate sections for solutions, forums, knowledge base, predefined replies, Q and A, and more.
- 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
Technical details: Vision Helpdesk Software Review 2018
Here is a list of important technical details that you should know about Vision Helpdesk, before trying it out.
- Monthly payment
- One-time payment
- Annual Subscription
- Small Business
- Large Enterprises
- Medium Business
- Cloud Hosted
- On Premise
Why should you try Vision Helpdesk?
You might very well be thinking why you should purchase this software or why is it better than other similar software in the market. So here are 4 quick reasons as to why we recommend you to give Vision Helpdesk a try.
- Easy-to-use software
Vision Helpdesk has been praised by users across the world for its clean design and good user interface experience that simplifies each operation by engaging staff agents and reducing their repetitive work. Further, their day-to-day customer support activities and performance is also enhanced by the help desk gamification.
- Scaling and global
Vision Helpdesk offers module-based architecture allowing users to use features that are important and disable the unnecessary features.
Vision Helpdesk can match all requirements and supports every type of business, whether you are a startup, enterprise level or even multinational company.
For organizations that run multiple companies or multiple brands in different geo locations, Satellite Desk is an ideal solution that helps cater with multilingual end users and different time zones.
- Help desk security
Vision Helpdesk offers SaaS and Download versions and both offer security features like database password encryption, no plain text passwords, two-factor authentication, password strength calculator, IP-based access, SSL support and more.
- Customizable and developer friendly
Vision Helpdesk offers the user a 90% open source code thus, making it extremely customizable. This means that customers can modify existing functionalities as well as add new features and modules whenever they want.
Plans and Pricing
Vision Helpdesk offers three SMB and enterprise pricing plans to suffice the various needs and requirements of different users. Each plan offers distinct and useful features from which select the best plan for your company.
A feature limited free trial is available for all of the above mentioned plans. For more details regarding the software, features, plans, pricings, FAQs and more, visit their official website https://www.visionhelpdesk.com/
CONCLUSION: Is Vision Helpdesk worth it? Vision Helpdesk Software Review 2018
Vision Helpdesk brings to the table a variety if important and efficient tools to create a strong help desk environment for your business. The software offers a pretty clean interface and easy Navigation however UI can be improved and documentation on overview and API’s can be strong.
The most popularly reported drawback about Vision Helpdesk is that the installation of the software needs much time. However, the setup is pretty simplified and smooth.
The customer support team is pretty prompt and cooperative and will cater to all your problems via email, phone and live chat. Though, many people feel that the reporting customization should be improved.
The software allows for many useful integrations such as twitter and SMS and the SLA feature is a plus on keeping users on track to meet expectations. The template style to configure Workflow, Micro and Alerts shortens the time to add new functionalities, making your work a lot quicker and efficient.
The Service Desk plan is well-rounded and feature-rich product, with many possibilities to integrate with other service providers. It is considered by most users as being smooth and straightforward.
Overall Vision Helpdesk is a great software because it allows you to see how your staff are performing. It is extremely cost friendly and evidently one of the best in its price range.