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Vision Helpdesk

4.7
(44)

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 Reviews

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Showing 45 Vision Helpdesk reviews
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Vision Helpdesk review by Tyler L.
Tyler L.
Validated Reviewer
Verified Current User
Review Source

"Fully customizable / Easy to use / Friendly interface"

What do you like best?

Being able to customize the branding to our needs. Tracking of tasks due on a routine basis. Moving from an email box to an actual ticketing software has made it a lot better than before.

What do you dislike?

Some items need a little research to figure out how to implement. I would also like to see the ability to change a user to an admin/staff member, and remove an admin to just a user. As it stands right now, there are basically two different logins for a admin/staff member.

Recommendations to others considering the product

If you are not experienced in hosting applications, I would suggest that you either use SaaS or find a host that has an installer for it. I'm moderately experienced but I was running into a few issues that I had no idea on how to fix.

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

We are able to use this system to provide a knowledge base for our users so they can help themselves on easier tasks. We are also using the ticketing system to submit issues beyond the knowledge base scope. The automated ticket creation is a great tool for keeping up on which tasks need to be completed on a regular basis.

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Vision Helpdesk review by Branden C.
Branden C.
Validated Reviewer
Verified Current User
Review Source

"Fantastic, Flexible, Versatile"

What do you like best?

The ease of setup and intuitively makes deployment, training, and integration simple and straightforward. On boarding new support staff is quick and easy, with the learning curve being very attractive for our environment. Customization for tickets is very good with us being able to provide good scope to our users when submitting their tickets. The clean interface is also fantastic, very big fan of the flat design with navigation being very simple and straightforward.

What do you dislike?

There is nothing that I truly dislike about the product. The only thing that I could recommend for improvement might be with the ability to disable the default username and password login fields when using an SSO solution like 365 as it confuses some of our users. In addition, the default emails that come bundled with Vision make deployment a little bit more tedious. Some CSS to make the emails look a little prettier would be nice, possibly with a global template option versus per-instance. I would also like to see a little bit more optimization on mobile.

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

When we removed our external IT contractor, we required a solution which would allow our employees to submit tickets to us (IT & AVL support) through a central ticket management system. After looking at a few different solutions, we came across Vision Helpdesk and after demoing the system, found it to be very well suited for our needs. Primary benefits include excellent ticking tracking features with great automation functionality for very efficient workflows.

What Help Desk solution do you use?

Thanks for letting us know!
Vision Helpdesk review by Gregory V.
Gregory V.
Validated Reviewer
Verified Current User
Review Source

"Providing excellent support for external and internal users"

What do you like best?

For our Organization we were looking for a registration system for incoming contacts, such as mail, telephone and social media. Also the support of our volunteers and users of our online applications were central to our quest. With Vision Service Desk we found the best solution. Tickets are easy to create by our staff and the origin is registered, giving us statistical data. Because we can identify our hardware and software and can report problems, we can offer optimal support.

What do you dislike?

We had no experience with a service desk program. Our previous tests limited themselves to classic (and limited) helpdesk ticket programs. This inexperience and the extensive possibilities of Vision Service Desk were the biggest disadvantage for us. The online manual is quite limited, so for a novice it requires additional research. Once everything is set up and tested, the program is easy to use.

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

- Registration of incoming contacts (mail, phone, social media, ...) of both external and internal users.

- Automatic and manual registration of incoming contacts.

- Help desk for technical problems and ability to service requests.

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A very good and simple helpdesk ... we need it"

What do you like best?

It is very difficult to assess what is best, if I were to describe it in one word, I would say: integration. The most important in the work of the press editorial is efficient communication, thanks to the integration of several communication channels, we no longer have to think which message was last ... all in one place ... We have had this for a long time.

What do you dislike?

The possibility of integration with SMS providers in Poland, eg SMSAPI, and a greater number of integration and single sign-on capabilities (SSO) would definitely be useful.

The rest is as it should be.

Recommendations to others considering the product

Test it and convince yourself ...

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

Above all, we managed to solve the problem of out-of-date messages (now we know who wrote back to someone ... earlier there was a mega problem, it happened that we responded to 1 e-mail several times.) Communication in Editorial Office has improved significantly, but our readers see results, now instead of waiting 3 days for it to be checked by an e-mail, they receive a reply within a dozen or so hours, often even a few minutes.

Vision Helpdesk review by Andrew M.
Andrew M.
Validated Reviewer
Verified Current User
Review Source

"Perfect for startups "

What do you like best?

We like the gamification at Xenon Cloud. Our reps can compete against each other in a fun way to complete helpdesk tickets. We also like the ability to integrate with apps we currently use such as our billing platform and accounting software.

What do you dislike?

We have not discovered something we disliked about this software.

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

We are solving controlling the infrastructure our helpdesk is hosted in by using the downloaded version of vision helpdesk. We used to use Zendesk but could not control the instance it was installed on so we are very happy that there is a helpdesk we can control.

Vision Helpdesk review by Brian C.
Brian C.
Validated Reviewer
Review Source

"Great Product with lots of integration possibilities"

What do you like best?

We have investigated quite a few products but found that Vision Helpdesk has both design & features that make it stand above the others which seem to have one or the other. The support offered during our test period was always very friendly & responsive allowing us to get the system installed "in house" which was one of our requirements.

We also found the pricing to be affordable for the power the system gives us.

What do you dislike?

The documentation is a little "light" in places but this wasn't really an issue as all we had to do was to ask support for help & they provided the information we needed.

Recommendations to others considering the product

If implementing "on premises" version make sure you have some Linux experience and needs quite a few extras to install. Make sure you watch the installation Videos as they provide lots of helpful information.

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

We have been using a "home brew" ticket system that is over 15 years old now & it was struggling to cope with the size of our establishment. Staff were missing jobs or they were being duplicated wasting resources.

We could also not generate reports so hard to justify how busy the department is without this.

With the Vision software we are able to streamline systems & also for the first time offer users the ability to view how tickets are being processed & where how their jobs are proceeding.

Vision Helpdesk review by William D.
William D.
Validated Reviewer
Verified Current User
Review Source

"Excellent and Affordable Product"

What do you like best?

Vision Helpdesk provides an intuitive, fully featured Helpdesk platform. After investigating several other platforms, Vision Helpdesk seems to offer the best price-to-features ratio for our needs (a significant benefit is the fully responsive interface). The software is also available in an on-premises version, which is essential for us and sets it apart from many other products which are now cloud-only. We particularly like the built-in workflow functionality, and the capabilities to easily split and merge tickets.

What do you dislike?

While Vision Helpdesk is generally very intuitive, their documentation is a bit sparse. This probably wouldn't be nearly as much of an issue if going with the hosted version of the product instead of the on-prem version. Fortunately, Vision Helpdesk's support department is responsive and helpful. We would also like a bit more of the code base to be open-source; much of the product's source code is encrypted with Zend.

Recommendations to others considering the product

If you're installing on-premises, be sure to have a competent in-house IT team or consultant to do the installation and upkeep. Be prepared to do a bit of testing, experimentation, and trial-and-error (as Vision Helpdesk's documentation is not always the most helpful).

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

Vision Helpdesk provides us with an easy way to manage and track support tickets for our organization. This helps us to be more efficient and ensure that all of our support needs are handled effectively. The knowledgebase is also an effective tool to easily disseminate technical information to users and reduce helpdesk calls.

Vision Helpdesk review by Erik B.
Erik B.
Validated Reviewer
Review Source

"Great Helpdesk Software and Knowledge base"

What do you like best?

Many features in a compact design, very good overview. Special designed for easy use, That is for the admin site as well as the very nice portal.

Therefore like the best is not easy to say. So many things.

Anyway: Compact good overview and designed as it should be.

What do you dislike?

I don't have or see any issues yet. And if there are new coming i will make a request. Documentation could be better, use it in combination of screenshots, samples, too mine opinion that's the most effective nowadays.

Recommendations to others considering the product

My advice should be deploy in cloud, then you can do it without any IT knowledge. Further settings is done in a nutshell.

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

Perhaps not the usual business, but we are a soccerclub, we have about 1500 members. We are using it for questions, knowledge base, and ticketsystem. We can't make appointments to speak to every member, we try to help the members in a modern way. And this way we can help everybody as we like and most of all, our members like it, even competitors.

I have been looking around for many years, but this solution fits all the needs we have.

Vision Helpdesk review by Willy R.
Willy R.
Validated Reviewer
Review Source

"Awesome product "

What do you like best?

VisionHelpDesk doesn't provide unnecessary features, all they have is all we need, all they provide are used by general user, anyone can configure it easly. it also provide easy access menu, very helpful !!

What do you dislike?

The responsive design must be improved little bit, especially for Replying ticket page. Then the custom field options must have other options. Also for Form Building, we can't set "is_required" for all field types.

Recommendations to others considering the product

They have great platforms, easy to use, responsive, but the most import is, they have very very perfect support

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

As a non-profit organization who help animals to get new home, we need platform to manage adoption candidates as easly as possible, and provide Animal Abuse Report as easy and as fast possible.

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Review Source

"Vision heldesk Review"

What do you like best?

I like the way the interface is structured. I like the fact that its web based. After the setup process its was pretty much an easy process to go from there. Updates to tickets were sent in Email to users. Office 365 integration was really great. My users are all able to login using their office 365 credentials.

What do you dislike?

I dont like the Zend Encoding, as it makes it a lot more dificult to install. It got me a bit frustrated when I kept getting same page over and over again. Also the videos online on how to install vision helpdesk did a great deal.

Recommendations to others considering the product

A nice helpdesk solution , That can meet organizational needs in a simplified manner

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

Users sending request through ticketing. The inability to track tickets sent by users as also been solved using vision helpdesk, as users are able to track status of their tickets. Also users are ale to create new projects for different departments and as well follow up with request .

Vision Helpdesk review by Reid R.
Reid R.
Validated Reviewer
Verified Current User
Review Source

"Responsive customer service"

What do you like best?

Vision Helpdesk has a great deal of configurable features that allow it to be very adaptable to business needs. The support team has been very helpful in helping us adopt the product.

What do you dislike?

Contacts from non-email channels can't automatically become conventional tickets. Some component occasionally requires logging out and back in so you can reply to tickets, though they say this will be corrected soon.

Recommendations to others considering the product

Wait till spring of 2018. Have processes in place that you want implement.

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

Support currently, evaluating for customer service.

Vision Helpdesk review by Celso C.
Celso C.
Validated Reviewer
Verified Current User
Review Source

"Best affordable Helpdesk System I've found so far."

What do you like best?

Their portal is fully responsive which works great on any device. It's very easy to use and the best thing is that you can customize almost every factor of the helpdesk system. Their support is also very good. They respond quickly and they always have a solution for your questions and issues. Lastly, their app integration options are huge which it makes Vision Helpdesk the best affordable solution on the market.

What do you dislike?

One of the things that would make their system even better would be a few more billing features such as invoice templates, payment receipts, etc...

Recommendations to others considering the product

I would highly recommend the product. Their system is definitely recommended for any business either big or small specially because of all their flexibility of integration. For me, the're the best!

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

Having a help desk system really helps me organize my company's workflow and my customers are happier than ever because all the communication happens in one place.

Vision Helpdesk review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Review Source

"Complete Help Desk Solution"

What do you like best?

I have been in the market for the perfect solution for us for quite some time, I would have to say one of the items that stands out to me is how well the software integrates with email and other avenues of getting calls from users. Lots of other solutions are not very good with putting conversations together and the ability to merge everything to one incident.

What do you dislike?

The application is very customizable and flexible but I would have to say the Downloadable install is not very user easy to install. BUT when I reached out for assistance we were able to get it installed the very day.

Recommendations to others considering the product

This application offers lots of features others do not even have. Considering all the integration offered this is a great value.

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

This is assisting us in being able to collaborate in house with issues. We have been able to assist customers much quicker and efficiently

Vision Helpdesk review by Sascha L.
Sascha L.
Validated Reviewer
Verified Current User
Review Source

"Best Helpdesk System so far"

What do you like best?

The Vision Helpdesk Software is a very easy to use and modern locking helpdesk system. It offers me a lot of options to include messages from different sources (E-Mail, Facebook, etc.) and groups those tickes in custom departments, which are easy to select / filter on. I also tried other competitive products but none of them had all those features in such a great UI!

What do you dislike?

The responsive design should be improved a little bit. I would also be happy to have a native Windows 10 Mobile App :-)

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

As a non profit organisation we get E-Mails from our sponsors, donors and also members. To work on those tickets and replaying to them with multiple staff members, we need an easy and simple working helpdesk solution.

Vision Helpdesk review by Sergejs J.
Sergejs J.
Validated Reviewer
Verified Current User
Review Source

"Best affordable ticket system i seen on internet"

What do you like best?

Firstly - its design. It`s responsive. It`s minimalistic. It`s understandable for all kind of people. Secondly - it`s functionality. Comparing with other services it costs much, much more for same functionality. Thirdly - support. It`s best support i seen on market. They in 15min helped to resolve my problem with system installation problem. Next i liked about system - it`s possibility to change design colours to match company`s style. One more thing - it`s timer. It is important for us, because we are service company. And yes, it is multilingual!

What do you dislike?

To be honest - i didn`t see any disadvantages for my needs. But it would be interesting for me to see transfer from one page to create ticket page with GET(we have several offers, and when click on link with param &offer=1 it autocomplete Type with this offer)

Recommendations to others considering the product

Dont know what to recommend.. The main thing i liked - if any questions - just ask support - on skype, via ticket - very friendly team, always helped :)

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

Our company is managing computer, tablet and mobile phone service, so we need platform for ticket questions, i managed to look all found in google variants, and Vision Helpdesk was most affordable with maximum functionality. Now we are using Helpdesk plan, but in future we will upgrade to Satellite plan, when we will service other companies.

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Vision Helpdesk - user friendly and easy to use tickceting system"

What do you like best?

What I like best about Vision Helpdesk is the ease of use! Once you log in, everything is labeled and it's very easy to navigate through the software. One thing in particular that we were looking for was a customizable user portal, and that is exactly what Vision provided, we were able to customize the portal to have the custom fields that were necessary to our requirements. Also, the support documentation available online for the helpdesk is great, along with the support staff, responded to my inquiries promptly.

What do you dislike?

One thing that we had a little trouble with were some of the reporting functionalities provided by Vision. We needed a report with some specific fields that we could not find within Vision but we contacted the support team and they informed us that a new version of Vision would be rolling out with the report fields we needed.

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

The business problems we are solving is managing projects for external clients, where they are directed to submit tickets when assistance is needed. The benefit with using Vision is that everything is in one place and our staff members have access to see what the client has requested.

Vision Helpdesk review by Lane E.
Lane E.
Validated Reviewer
Verified Current User
Review Source

"Full Featured Helpdesk System"

What do you like best?

Vision helpdesk is FULLY customizable - the system has so many features and ways to customize it's great!

What do you dislike?

The UI is not that visually appealing. It's very functional, but not great to look at.

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

We're using Vision helpdesk as an internal ticketing system to manage work requests and projects. It's been helping us get much more organized and gives stakeholders a way to view the progress of their requests.

Vision Helpdesk review by Gaurav M.
Gaurav M.
Validated Reviewer
Verified Current User
Review Source

"One of the best IT product i have ever come across-vision Helpdesk is highly recommended "

What do you like best?

I felt its UI is pretty neat and clean, completely functional product is there in the offering. Experience remained a very good one right from the demo, followed by sales, installation and now in maintenance phase. I think vision helpdesk staff members who supported us during installation and in other stages made a big difference. Big thumbs up to them.

What do you dislike?

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

Recommendations to others considering the product

In Vision helpdesk we found it to be a cost effective preposition which delivers up to the mark features. It enhance the complete brand of an organization. Stronlgy recommend to others who want to invest in meaningful product and comes with several tangential advantages.

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

With helpdesk we are and look more complete as an organization. Customers are a happier lot considering instead of mails they can raise ticket and followup on the same using helpdesk only. Within our team, things are structured, accountability is set properly and customer is provided support as per the SLA defined.

Vision Helpdesk review by Budhaditya M.
Budhaditya M.
Validated Reviewer
Verified Current User
Review Source

"Awesome Software and Support"

What do you like best?

Simplicity, Design, Features is what sets Vison Helpdesk apart !

Support has been excellent and we are very happy to be associated with them all these years. Kudos to the team Vision Helpdesk. Any issue or question is answered almost immediately. Easy to manage all support from one place. The support staff at Vision Helpdesk are excellent, they allow you to add them on Skype and literally guide through step. I am looking forward and wish the team good luck. Vision Helpdesk is great product!

What do you dislike?

Never ever we have faced any problems so we have nothing to dislike.

Recommendations to others considering the product

The Best Helpdesk Software.

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

We are a web hosting company, started 2005 and had searched for many free and paid helpdesk softwares but the decision to choose Vision Helpdesk was the best and has been a very pleasant journey from V2 onwards.We're using Vision Helpdesk to manage support for our brand and the overall experience has been very good. They offer everything that we need to manage customer support.

Vision Helpdesk review by Webhost U.
Webhost U.
Validated Reviewer
Verified Current User
Review Source

"One of the Best Help desk Software for Web hosting Industry!!"

What do you like best?

Webhost.UK.Net has been in hosting industry since 2003 , in our business customer support is one of the most important aspect. Before using Vision Helpdesk we used Kayako. Vision Helpdesk is easy to install, simple to configure and use for our support staff, Apart from ticketing features our team frequently use Vision Helpdesk Blabby feature it helps our staff to collaborate and share knowledgebase among team members.

The latest V4 version has got fabulous design with ITIL/ITSM Service desk / enterprise features at economical pricing.

What do you dislike?

The only thing missing for us is live chat software , but as per our discussion with their team it seems they are working on it and should launch there own chat software.we would love to have livechat option in vision helpdesk itself..

Recommendations to others considering the product

If you are looking for cost effective and useful help desk software with lots of features and integration and customization possible Vision helpdesk is right choice for you.

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

We are from Web hosting business where we get regular ticket to our sales, support and management , or priority is getting fast active support to our customer, which is possible setting Vision helpdesk SLA rules, using blabby staff member from our different office location can discuss thing internally using vision helpdesk without having the need of any additional software.

Even their multi company satellite helpdesk is big plus for our reseller hosting customer for whom we offer white label support under as their company support techs, its possible only in Vision Helpdesk.

Vision Helpdesk review by Patricia M.
Patricia M.
Validated Reviewer
Verified Current User
Review Source

"The most user friendly helpdesk ever!"

What do you like best?

The client portal is so user friendly compared to our previous software. The features are endless. Our employees have a wide range of technical skills and every one of them can use this application without any difficulty.

What do you dislike?

It took a little more work on the setup than I expected, but it was worth the wait.

Recommendations to others considering the product

Allow yourself some time for setup to be able to explore all the advantages before rolling it out.

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

We are keeping our emails free from the constant requests for help. It really keeps requests from getting lost in the shuffle or forgotten about. Faster receipt of tickets leads to faster resolution of problems and better service to our clients.

Vision Helpdesk review by Jong P.
Jong P.
Validated Reviewer
Verified Current User
Review Source

"Very Reliable and Robust Helpdesk Software"

What do you like best?

What I like best about the software is that it is pretty much straightforward in terms of overall management. The user experience design is very fluid and the actions and navigation are not convoluted. Ease of use is very apparent especially for the clients, they even get to see the knowledge-base before submission of a ticket. Captured all the data we need to better manage our helpdesk.

What do you dislike?

I think there is still room for improvement in the documentation aspect. However, the customer support is excellent and consistent.

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

Monitoring and timing tasks as well as complying with SLAs. We realized that with Vision helpdesk, we can automate almost every scenario we can think of in addressing our needs.

Vision Helpdesk review by Kevin J.
Kevin J.
Validated Reviewer
Review Source

"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.

Vision Helpdesk review by Joshua K.
Joshua K.
Validated Reviewer
Review Source

"Vision Helpdesk is the perfect fit for any company"

What do you like best?

Vision Help desk has one of, if not the best and cleanest looking dashboards out of any of the help-desks that we trialed. It also shows who is logged into the staff portal and how long they have been logged in which is great for productivity productivity tracking. The interface is otherwise very intuitive and allows you to change themes or color palates to match your organizations color scheme.

What do you dislike?

We chose the self hosted product and the installation wasn't as straight forward as I had hoped. I will also say that the install directions must be followed to the letter otherwise some options may not work or may render incorrectly.

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

We were using an open-source helpdesk earlier in the year which suffered a major data loss and left us scrambling to find a new solution with commercial support. The features and benefits of Vision have helped us to get back on track and fill our internal support needs.

Vision Helpdesk review by Agency in Information Technology and Services
Agency in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Best collection of usefull features. Easy and strait forward to use."

What do you like best?

I looked at over 10 different help-desk providers. I tested each of them that offered trials, and compared each of their feature sets. Vision Help-desk was in my top two. Their better features, which included sending of basic invoices to customers, and their helpful support department made their product the clear winner for us. It has been worth every penny, and will continue to help us support our customers and save us money.

What do you dislike?

A few unrefined features in billing department, but they are planning on improving it. I would not it is mainly the billing features they do have that made me choose it over other help-desk software's.

Recommendations to others considering the product

Try it out and you will find it easy and quick to learn. Its cost is competitive and worth every penny. It will save you from loosing customers, and will help you bill them and collect!

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

A few important benefits to our business that Vision Help-desk have helped to solve are first, it helps us stay on task with customer's problems, by keeping us aware of past problems as well as keeping us more responsible with their current ones.

Vision Helpdesk review by Consultant
Consultant
Validated Reviewer
Verified Current User
Review Source

"Vision Helpdesk - Great Solution"

What do you like best?

Easy to install using Softalicous self-hosted on our cPanel server. An immense amount of configuration options allowed us to set it up exactly how we needed it.

What do you dislike?

Would be helpful to have more guidelines on optimum logo and favicon sizes and being able to configure a theme across both client and manage portals - but a very small dislike really.

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

Centralised management of support issues allowing team to work together much better, avoiding duplication for effort and increasing end-user satisfaction.

Vision Helpdesk review by Willy S.
Willy S.
Validated Reviewer
Verified Current User
Review Source

"Vision helpdesk"

What do you like best?

Compared Vision helpdesk with other products and we selected Vision. It has a clean professional look andsupport all features we require.

In addition it is free for non commercial use

What do you dislike?

Nothing yet. Maybe we find something when we use the product for longer time

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

Coordinating several agents and self service for common problems

Vision Helpdesk review by Ingemar R. W.
Ingemar R. W.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Awesome ... Everything in one (1) place ..."

What do you like best?

It has a magnificent overview as soon as you log in. You can see everything that's going on in your Support Department in terms of your customers and their requests. Also the fact that it can be so easily integrated with other software like SugarCRM, Joomla, WordPress and so on is great!!! It makes it very easy to manage all from one place for your Support Team. It's fast and very customizable. It has a fresh look and with the Responsive Design it makes it even possible to run and collaborate with your Support Team from a smart phone wherever you are as long as you have internet connection. This is really great!! Definitely a no-brainer!!! Both thumbs up!!!

What do you dislike?

So far, Ido NOT dislike anything, but i've requested some additional features lilke 2 -factor authentication, for example integration with CLEF, though and also that the "index.php?" part could be removed from the URL for better SEO.

Recommendations to others considering the product

Definitely recommended for start-ups and Low budget integrations due to the flexibility of integration.

Also big companies that wantmobility to remain their key advantage

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

Since this software provides integration with many other open source solutions out there it solves the integration part of different other solutions to be easily integrated as if it's an ERP level solution for your company while maintaining the flexibility of hosting several solutions on different servers, even different hosting locations. Mobile support becomes easy due to mobile responsiveness.

Vision Helpdesk review by Executive Sponsor in Non-Profit Organization Management
Executive Sponsor in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Great Feature Set"

What do you like best?

Has a ton of features that put it on par with even some of the major hosted providers. Extremely customizable, and support is very helpful via chat. There's a ton of integrations which makes this a well rounded product regardless of how a customer wants to open a ticket (i.e. email, portal, facebook, etc). For the price, a really great product!

What do you dislike?

Wish there was better support for multiple teams working on an issue at once (i.e. new user setup tickets that affect multiple teams). There's not a clear way to manage this at a team level and have multiple teams assigned to an issue to work it concurrently

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

Organizing all requests for multiple teams into one place, consolidating documentation into a knowledgebase, and providing one portal for submitting\checking on any tickets raised

Vision Helpdesk review by Jody N.
Jody N.
Validated Reviewer
Verified Current User
Review Source

"great support experience"

What do you like best?

The level of support by the whole Vision team is something they can be proud of. Nothing seems to be too much trouble for them, and they are willing to go that much further, something that is sorely missing in this industry,

What do you dislike?

would be nice to see an easier way to integrate into WHMCS, but I know this is something they are working on, so really looking forward to this.

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

Exactly what the product does - Multi site support desk - looking after a few clients and having an easy way to offer support for them in an easy to use, low cost way was key in choosing Vision Help Desk

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Review Source

"Vision Helpdesk software review"

What do you like best?

Reports, assignments and customization are easy to use, and the support team at Vision were super helpful in getting us started on the right foot!

What do you dislike?

User login could be more flexible, ie cannot use corporate emails. It would have been a plus if users could login once in an easy fashion and not be required to re-enter their email address each time. This could save on important entry errors.

Recommendations to others considering the product

Excellent software with excellent support staff to help you out on the right foot.

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

IT troubleshooting convenience, office room booking, and marketing requests taken in an orderly fashion. IT helpdesk ticketing system .

Vision Helpdesk review by Nathan T.
Nathan T.
Validated Reviewer
Review Source

"An easy to use helpdesk for our family or schools"

What do you like best?

The whole experience has been designed in a fresh and engaging way that makes it easy to navigate.

What do you dislike?

There isn't much to not like, but we have technicians who have a time slot in a certain school each week (Monday afternoons). It would be great if we could configure an SLA to say problem Y needs to be fixed in X hours but the timer only starts/stops when a technician is due in.

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

We have 3 departments that will be using this software, HR, Finance and IT. It has helped massively for our teams to be able to communicate with each other and see which tickets needs resolving.

Vision Helpdesk review by Administrator in Individual & Family Services
Administrator in Individual & Family Services
Validated Reviewer
Verified Current User
Review Source

"Excellent Helpdesk software which has all the features!"

What do you like best?

The interface is easy to use and the love the fact that we can create and track tickets via email! The server installation was easy!

What do you dislike?

There is not much I dislike The learning curve is not steep but we are adapting our procedures to match the software.

Recommendations to others considering the product

Great Software

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

We are creating a better customer experience for our clients. with better follow up!

Vision Helpdesk review by Administrator in Research
Administrator in Research
Validated Reviewer
Verified Current User
Review Source

"Western Chan Fellowship uses Vision Helpdesk :)"

What do you like best?

Features you need. None that you don't

Easily configurable

Clean intuitive interface

Works well on mobile (responsive)

Departments and Teams assist workflow

What do you dislike?

Has dependencies on an old version of PHP

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

Handling tickets between a distributed small set of volunteers that staff the admin functions for the Western Chan Fellowship. Vision allows us to work together asynchronously and across distances and different access endpoints and technologies.

Vision Helpdesk review by Joshua M.
Joshua M.
Validated Reviewer
Verified Current User
Review Source

"Vision Helpdesk"

What do you like best?

Vision Helpdesk has been a great tool for us. I run a small IT Business and having a tool like this works great. Their support team and sales team our great also.

What do you dislike?

Everything Vision Helpdesk does is great

Recommendations to others considering the product

Make sure your server will allow outside access to SSL for pop3. We had an issue with our server which we were able to fix. I would if you plan to host the product on your own do a downloaded trial and see what you thank.

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

Were being able to keep up with all our support cases, etc.

Vision Helpdesk review by Administrator in Management Consulting
Administrator in Management Consulting
Validated Reviewer
Verified Current User
Review Source

"Simple but powerful"

What do you like best?

This program makes it really easy to turn replies into macros and solutions so it's easy to respond to customers quickly.

What do you dislike?

Settings are fairly complicated. Then again, there are a lot of integrations and options.

Recommendations to others considering the product

Integrates with a lot of other platforms.

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

We are a non-profit who serves foster parents. We are using this ticketing system to quickly communicate and support caregivers and using our responses to start compiling a knowledge-base so they can find answer even more quickly and easily in the future.

Vision Helpdesk review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Review Source

"Great software with great service"

What do you like best?

Vision helpdesk has assisted the non-profit that I represent to manage the large amount of queries we get from the public in a simple and easy to manage way.

The software itself is simple and easy to operate allowing us to set up the required elements necessary to match our needs. The customisation of emails and client portal allows us to keep a consistent brand while requiring little time spend editing the look and feel.

The software is fantastic but what really sets Vision helpdesk apart is the support. When I reach an issue or have a question I am given feedback almost immediately. The Skype channel is particularly useful as it allows me to have a conversation vs an up and down email discussion.

What do you dislike?

There are a few functionality issues that I had to find workarounds for but given the short development cycles I am confident that the solution will involve in the future.

Recommendations to others considering the product

I would highly recommend the product.

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

As a non-profit that is run by volunteers it is difficult to handle all the incoming requests. In the past requests and queries came through to an email address which one person answered. We had no oversight as a board as to the tracking and responses.

Our need was to have a central place where multiple users could access and work on tickets. We also wanted to build a knowledge base as many requests end up with the same answer.

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Review Source

"Good but not great"

What do you like best?

Multi mailbox view was very nice, you could see a combined but also a separate view per company.

What do you dislike?

Everything was a bit slow and buggy at times.

Recommendations to others considering the product

Make sure you do your research. This is a good product but I wouldn't say it's the best.

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

Required a helpdesk for internal staff. It helps us quite a bit to separate out mailboxes as we're a multi tenant IT support.

Vision Helpdesk review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Best Helpdesk Software"

What do you like best?

I like best how Vision Helpdesk streamlines the process of tickets, and allows each of my agents to solve problems quickly. I don't have to answer many questions as most of everything is automated.

What do you dislike?

I don't have much to dislike, just the price might be a bit high for some people.

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

Problems I am solving include ways for customers to contact our support team without emailing our email address. Everything is a lot more organized and we can automate much of everything.

Vision Helpdesk review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Best Help Desk"

What do you like best?

Vision Helpdesk is great product! The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s. Vision Helpdesk is the best product on the market helpdesk system.

What do you dislike?

- CAPTCHA default does not change,

- no web chat functional

- add more reports for client module.

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

I provide service for develop free drupal based site. Help Desk Vision help me to support all my user.

Vision Helpdesk review by Stefan V.
Stefan V.
Validated Reviewer
Review Source

"The best in helpdesk software"

What do you like best?

Simple layout and installation.

Really good service

What do you dislike?

Nothing everythings great.

Implementation was so very easy and the best yet

Recommendations to others considering the product

This is by far the most easy to use help desk software

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

I Have a effective workflow now.

Easy, and nothing gets forgotten

Vision Helpdesk review by Robert S.
Robert S.
Validated Reviewer
Review Source

"Great software for our needs!"

What do you like best?

We were looking for a new work order system for our organization- we really like Vision Helpdesk and look forward to years of continued use!

What do you dislike?

Nothing, it's great! I wouldn't change a thing!

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

Work order tracking, internal customer service

Vision Helpdesk review by Executive Sponsor in Non-Profit Organization Management
Executive Sponsor in Non-Profit Organization Management
Validated Reviewer
Review Source

"Excellent ticketing software"

What do you like best?

The ease of use, simple to deploy and fantastic support from the development team. There are a number of competing products in this area, but I've found Vision helpdesk to be one of the easies to use.

What do you dislike?

Nothing to report as of yet, a great product!

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

Delegating work tasks that come in via email and social media

Vision Helpdesk review by Roy M.
Roy M.
Validated Reviewer
Review Source

"Awesome Service!"

What do you like best?

The system is easy to use, has lots of options, and the staff are always ready to help when needed.

What do you dislike?

We really wish their was an internal chat system/

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

PC Rescue Services' offers Computer Technical Support Services. Having this system has halped keep track of all of our customer interactions

Vision Helpdesk review by Marcin M.
Marcin M.
Validated Reviewer
Review Source

"For me - it's the best helpdesk software!"

What do you like best?

Apps for every Mobile OS (WP, Android, iOS)

What do you dislike?

No polish language - but I translated it!

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

Easly clients contact/support.

Kate from G2 Crowd

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* We monitor all Vision Helpdesk reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.