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Vision Helpdesk: Pros and Cons of the Top Helpdesk Software

visIf you are looking for an effective software for your helpdesk requirements, you cannot go wrong with Vision Helpdesk. This popular helpdesk vendor offers both SaaS and download versions of their service. The software provides a wide range of features such as multi-channel support, staff management, converting emails into tickets, knowledge base management, client management, help desk automation and more. In this article we’ll take a look at the most important of these features and we’ll discuss all the major Vision Helpdesk pros and cons to give you a thorough overview of this app’s capabilities.

Our panel of experts was really impressed with Vision Helpdesk’s features and support. In our evaluation of this popular helpdesk solution we have given it a high score. The actual users of Vision Helpdesk are also very positive about their experience with the software.  The vendor also offers flexible pricing plans so their services can be used both by small businesses as well as large enterprises. There is a very useful 30-day free trial plan that gives you ample time to test drive the app’s features on your own and gauge how it actually can help your business.

Vision Helpdesk is a popular satellite helpdesk solution. The application allows users to manage support for multiple companies, products and brands from a single staff portal and each product can have its own customer portal. Plus, the software can be integrated with Twitter, Facebook, email, live chat, and VOIP to manage multiple communication channels in one centralized place.

You can use Vision Helpdesk’s ticket billing feature to offer paid technical support to your end users. Blabby is a staff collaboration tool that your agents can use to share knowledge base articles and obtain suggestions and comments from their colleagues to solve customer issues. The app is easily scalable to meet the growing needs of businesses and the vendor provides excellent customer support. You can find more info about Vision Helpdesk features in our detailed review of in the analysis below.

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Advantages of Vision Helpdesk

What is the reason behind the widespread popularity of Vision Helpdesk and why does it stand out among competitors? Here are the app’s strong points which make it a preferred choice for more than 8,000 companies including top brands like Thomas Cook, Riva, Suprag, and Volodi:

It is a Full-Featured Helpdesk Suite

Vision Helpdesk stands out because it considers the requirements of both service demanders and service providers. To help them, the vendors offer three products in its fourth edition: Help Desk, Satellite Helpdesk, and IT Service Desk. All three products have common features such as ticket/incident management, SLA setup, customer support, and social network integration. Helpdesk is the main product and is offered with both the Satellite Desk and IT Service Desk. The vendor offers a large knowledge database to facilitate customer self-service. Vision Helpdesk is a truly international software as it is offered in multiple versions and languages for a variety of countries and time zones.

It Enables Multi-channel Customer Support

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The software allows users to use multiple channels for ticket management and customer support. You can track and respond to customer requests that come from phone, email, social media chat, and the web overall. You can organize and categorize these requests, and respond to them via single communication channels. Vision Helpdesk also alerts users via macros, allowing them to review and deal with a problem with a single click.

It’s also possible to organize your company’s ticket workflow using pre-determined criteria based on which the system will decide on a matching action in particular cases. Your company can create escalation and SLA rules as well as business hours to help agents review customer requests in a timely manner. The app’s notification system notifies users on every request, and alerts them when a particular action needs to be undertaken.

It Offers Support for Multiple Products and Brands

You can use the Satellite Help Desk as a single portal to provide end-user support for multiple companies, brands, and products. Thus, it is an ideal product for owners operating multiple companies, who wish to provide support through a single helpdesk. Satellite Help Desk allows these business owners to get effective, scalable, and cost-conscious results. The product deals with each client database separately and is offered in multiple languages, time zones, and countries.

Key benefits of Satellite Help Desk include: comprehensive company database, personal portals for each brand, reduced impact of horizontal/vertical company scaling, reduction of costs and expenditure, and a separate workflow for different business hours in multiple time zones. You can get more information about Vision Helpdesk pricing and other features in our detailed review of the software.

Other Advantages of Vision Helpdesk

Apart from the above mentioned advantages, you can also add the following strengths to the long list of Vision Helpdesk’s impressive and effective features:

  • The SLA management is excellent and allows users to build nested levels of support
  • The customer support is fast and reliable and the agents resolve issues  promptly and satisfactorily
  • The satellite pricing structure for SaaS makes the packages affordable
  • The tabs feature is effective as it saves a lot of time
  • The multi-brand support management tool is a boon for many companies.

Drawbacks of Vision Helpdesk

Users have pointed out a few areas where Vision Helpdesk can improve:

  • A few more default reports can be added to help admin
  • In-built live chat software could be a killer addition.

However, these are relatively minor disadvantages which pale in comparison with the suite’s numerous advantages.

Bottom line

Our detailed analysis of Vision Helpdesk pros and cons reveals that the app’s numerous advantages by far outweigh its few relatively minor drawbacks. This helpdesk suite is scalable for the needs for any organization and offers suitable pricing packages for both small and large companies. You are sure to get full value for your money by investing in this software. There is also a great free trial with which you can easily test drive the application’s key features for 30 days and find out if the app suits your business requirements.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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