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Vision Helpdesk is a web-based suite of helpdesk software divided into three major products. The latest version- Version 4 – is offered as Help Desk, Satellite Desk, and IT Service Desk. Common among the three products are features to provide ticket/incident management for customer support, multi-channel interaction that includes live chat, Facebook and Twitter integration, helpdesk workflow automation, and setting up of SLA and escalation rules. It also facilitates self-service and knowledge base management, capable of multiple language, multiple time zone support, time- and ticket-based billing, and Blabby internal collaboration tool, among others.
Features, Benefits, Strengths
Help Desk Software – This Vision Helpdesk product is a multi-channel customer support and ticket management application. It is capable of converting requests via email, phone, chat, social media, and the web into tickets. Support agents are able to receive, organize, process, and respond to incidents or service requests without being limited by a single communication channel. The software is also capable of automating workflow by defining rules that trigger actions when specific conditions match. Service level agreements and escalation rules can be defined to provide timely response and resolution. It also provides notification based on alert rules as well as macros that automate operations with a single click. Other features include gamification to set up achievement levels and quests, task management, and mobile apps for Windows Phone and Android devices.
Satellite Help Desk – This customer support helpdesk software is capable of managing support for multiple companies, brands or products. With just one portal, customer support agents or helpdesk agents can manage multiple client portals. It enables centralized customer support that is cost-effective, efficient, and scalable. It is also capable of multiple language support, multiple schedules and SLA, and multiple time zone but with each client database completely isolated from others.
Service Desk – This is Vision Helpdesk’s ITIL/ITSM-ready product that includes functionality for asset management from procurement, maintenance, depreciation up to disposal. Modules included are CMDB, product catalog, supplier management, service catalog, financial management and contract management. It also has incident management that enables the company to identify, analyze and correct the causes of service failures and interruptions. Other service functionality includes problem management, change management and release management, among others.
Vision Helpdesk offers a SaaS licence, a similarly priced downloaded recurring license but hosted on the customer’s server, and a one-time downloaded license also hosted on the customer’s server. The prices depends on the product, whether it is the Help Desk, the Satellite Help Desk, or the Service Desk. Certain requirements are needed when installing the software in one’s own server. They offer a 30-day free trial period.
Vision Helpdesk can be used by any organization to provide customer support and helpdesk services. 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. The Service desk is for those who adheres to IT service management as defined by ITIL.
Multiple language support that includes but not limited to English, German, Dutch, French, Italian, Spanish, Portuguese, Danish, Finnish, Norwegian, Swedish, Russian, Hindi, Hebrew, Arabic, Chinese, Japanese, Korean, and Indonesian.
Some of their Clients
Clients include RIVA, StratospherIQ Data Systems, Suprag, Thomas Cook, TNM Software, Transition Systems, Uptime Solutions, and London-based Volodi.
Ryan Davis of Autoexpert Consulting Group described Vision Helpdesk as an affordable solution with all the functionality of the larger help desk providers.
Gitesh Trivedi of DBAMETRIX Solutions stated that the helpdesk software provided an excellent experience with features like SLA support, good reports, unlimited agents, and multi-site capability.
Why Vision Helpdesk
Vision Helpdesk offers advanced customer support and service desk products that are targeted, affordable, scalable, and secure. Functionality and features that are only seen from large (but more expensive) help desk providers empower support staff to do their job simpler and better, so they can help customers and 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. After 8 years, 8000+ customer companies, and currently in its fourth version, Vision Helpdesk has greatly evolved from a simple ticketing tool to three major products. It is a pioneer in Satellite help desk feature and is committed to deliver all possible functionality to simplify day-to-day customer interaction and provide control over information flow in the organization.
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Jose Santos is a long-time contributing writer for project-management.com. He is a subject matter expert in the field of project management and has many years of experience writing about project management software and tools. He has written hundreds of articles for the project management industry, including numerous software reviews, book reviews, training site reviews, and more.