Vision Helpdesk

(42)
4.7 out of 5 stars

The ALL IN ONE customer support helpdesk allows you to manage various channels like E-MAIL, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof.

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Vision Helpdesk Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

90%
(Based on 33 reviews)
Response Automation

Respond to common requests with standard reply

92%
(Based on 32 reviews)
SLA Management

Service Level Agreement Management

93%
(Based on 27 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

93%
(Based on 32 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

88%
(Based on 30 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

96%
(Based on 36 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

93%
(Based on 35 reviews)
Incident Management
Automate Ticket Routing

Routes tickets automatically to the appropriate user.

90%
(Based on 6 reviews)
Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

82%
(Based on 6 reviews)
Ticket Notifications

Notifies the IT team when a ticket needs action.

88%
(Based on 6 reviews)
Knowledge Base

Provides a forum for answers to common questions.

Not enough data available

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

Not enough data available

Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

Not enough data available

Searchable Articles

Makes articles in the knowledge base searchable on the web.

Not enough data available

Community Forums

Enables users to engage with other users to solve common issues.

Not enough data available

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

Not enough data available

Reporting
Dashboards

Displays important metrics relating to performance.

Not enough data available

Time Tracking

Tracks time worked on a ticket.

Not enough data available

Surveys

Provides surveys to measure employee satisfaction.

Not enough data available

Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

Not enough data available

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

Not enough data available

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

Not enough data available

Live Chat

Embeds live chat capabilities within self-service tools.

Not enough data available

Access & Usability
Mobile

Enables access to service desk features via mobile device.

Not enough data available

Self Service

Enables employees to view the status of their tickets.

Not enough data available

Active Directory

Provides a directory of all users within an organization.

Not enough data available

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Not enough data available

Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

94%
(Based on 33 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

95%
(Based on 31 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

86%
(Based on 14 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

93%
(Based on 15 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

85%
(Based on 6 reviews)
Customer and Contacts Database

Central repository for account and contact information

88%
(Based on 12 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

90%
(Based on 6 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

95%
(Based on 6 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

91%
(Based on 5 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

90%
(Based on 14 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

93%
(Based on 25 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

93%
(Based on 16 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

97%
(Based on 13 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

90%
(Based on 27 reviews)
Dashboards

92%
(Based on 29 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

93%
(Based on 15 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

91%
(Based on 24 reviews)
Customization

83%
(Based on 28 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

92%
(Based on 29 reviews)
Internationalization

89%
(Based on 20 reviews)
Performance & Reliability

93%
(Based on 28 reviews)
Integration APIs

90%
(Based on 16 reviews)