Vision Helpdesk

(32)
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 33 Vision Helpdesk reviews
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Vision Helpdesk review by <span>Gregory V.</span>
Gregory V.
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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.

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Vision Helpdesk review by <span>Brian C.</span>
Brian C.
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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.

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Vision Helpdesk review by <span>William D.</span>
William D.
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Excellent and Affordable Product

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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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Vision Helpdesk review by <span>Erik B.</span>
Erik B.
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Great Helpdesk Software and Knowledge base

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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.

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Vision Helpdesk review by <span>Willy R.</span>
Willy R.
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Awesome product

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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.

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Vision Helpdesk review by <span>Reid R.</span>
Reid R.
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Responsive customer service

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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.

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