Vision Helpdesk is a web-based helpdesk software that can truly manage support for multiple companies using just one application. It is a customer support helpdesk software that can be delivered as software-as-a-service and be hosted in Vision Helpdesk’s servers or be downloaded on-premise and be hosted in the client’s servers. It is a satellite helpdesk software that is capable of supporting multiple customer companies with a single logon and management interface for the support staff. However, each customer company still maintains their own separate portal for their own branding.
Features, Benefits, Product Strengths
- Single Logon and Management Interface – Vision Helpdesk is capable of managing support for more than one customer. The end users of each customer company will not know the difference that they are being supported by a centralized helpdesk. Also, the customer support staffs do not have to remember multiple logins and passwords to handle different customer company accounts because they can easily manage multiple customers with a single management interface. Moreover, the support staffs also have access to Blabby, a private social hub where they can collaborate among themselves and help each other solve customer tickets.
- Ticket Management, Billing, and Automation – Advanced ticket management features support ticket creation from parsing email, social media posts, Internet chat, phone and VOIP calls. It is capable of tracking issues online, creating invoices and options for different types of billing such as per ticket or time-based. Moreover, issue management can be automated with rules from work flows, service level agreements, or escalation policies.
- Custom Reports, Mobile Apps, and Integrations – Users can generate custom reports to get insight and metrics about the performance and operation of the helpdesk service. Also, no matter where the staffs are, they can still access and solve tickets through mobile web browsers, Windows and Android phone apps. Furthermore, users can integrate with hundreds of web apps through the Zapier and Vision Helpdesk’s Zapbook.
Vision Helpdesk offers two types of license, the SaaS license and the Download license. The SaaS license means that the software will be hosted on a cloud server, while the Download license means that the software will be hosted on the client’s own servers. The plans for both licenses are equally named Lite, Professional, Premium, and Ultimate, though the prices differ depending on the license. The Lite plans can manage support for only one company while the rest of the plans offer satellite helpdesk features for support of multiple customer companies.
Social Network Presence
Vision Helpdesk can be used by any organization to provide customer support and helpdesk services. However, its satellite helpdesk features is ideal for businesses that provides support for multiple companies, affiliates, offices or branches that may have its own separate websites, brands, identities, products, or services.
This software supports multiple languages that include English, German, Dutch, French, Italian, Spanish, Portuguese, Danish, Finnish, Norwegian, Swedish, Russian, Hindi, Hebrew, Arabic, Chinese, Japanese, Korean, Indonesian, and more.
Some of their Clients
Clients include Brit-Net, Caperion, DMC Technology, ForexPPC, GoJane.com, HelpSuite.us, IDB Productions, MLM Social, Punkt Software, Steeda Autosports, and Trumeter.
Infrenion Networks switched to Vision Helpdesk from another application because it offers a lot of ways to manage support and integrate with social media at very economical pricing.
Why Vision Helpdesk
Vision Helpdesk offers advanced customer support features, multi channel integration, SaaS or on-premise hosting, mobile apps accessibility, and satellite helpdesk features for multiple companies in a single logon and management interface. All these empower your helpdesk staffs to do their job simpler and better, so they can help your customers’ end users well.
Vision Helpdesk is the product of JPK Software Solutions PVT. Ltd. Based in Nashik, Maharashtra, India. In 2005, it started as a web-hosted technical support company under the leadership of its Director, Sachin Jadhav. Upon encountering firsthand the various client management issues as well as the needs of their own support staff, they decided to build their own customer support helpdesk software in 2007. The first version was released in 2008, the second in 2009, and the third version in 2012. After 6 years and 5000+ customers, the company promises to continue delivering features that will simplify customer interaction while providing control over information flow in the organization.