Vision Helpdesk

(38)
4.8 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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Showing 39 Vision Helpdesk reviews
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Vision Helpdesk review by <span>Tyler L.</span>
Tyler L.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 <span>Branden C.</span>
Branden C.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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 <span>Gregory V.</span>
Gregory V.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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
Organic
Reviewed On

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 <span>Brian C.</span>
Brian C.
Validated Reviewer
Organic
Reviewed On

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 <span>William D.</span>
William D.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

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