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Vision Helpdesk Tops on Web 2.0 Helpdesk Software List published by ChadConnects.com – an SEO Company.
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Vision Helpdesk Review
For more details check this — http://www.chadconnects.com/web-2-0-helpdesk-software-list/
Also check out Helpdesk Pricing Comparison between Vision Helpdesk Vs Cerberus Vs Kayako Vs Zendesk Vs Autotask Vs Tender Helpdesk Vs Active Campaign.
So we looked around and found Vision Helpdesk offer Satellite desks. It also white labels them so their customers don’t know that we even exist. We trialled it with a few resellers now and for an extra couple of bucks per month they are interested in taking it up on a regular basis.
Effectively we can install a master helpdesk and create satellite helpdesks from that, the satellites cannot talk to each other and don’t know each other exists, It has a Superuser/Admin/Domain login hierarchy. Excellent for companies sporting more than one website! As you know WHMCS is limited to the site the billing software is installed on, Kayako is Domain specific and requires a license per domain. Vision work it different, for a low cost you can have the Pro license that we started with which allows you the master site, and the 5 x domain addon sites. They are very inexpensive also.
So what if you have WHMCS, or your resellers. guess what. It integrates each satellite domain to their own WHMCS!! meaning their customers think the tickets are being replied to by their own staff as the replies come from [Staff]. Of course the operators are tracked by their proper names on the helpdesk itself.
Also each Satellite can have its own KB, Downloads, Troubleshooter, Calendar, etc etc. You get the idea.
These guys also allow you to talk live on Gtalk with them for urgent issues. They have excellent customer care, even when we were on the 30 day trial they were just as happy to talk to you, even tho they were not initially making any money from you.
Most of the resellers who tested it have their own VPS’s or shared reseller accounts on our servers, so we have the DB held on our system as the master desk is the only DB. All other satellites link back to it for central storage.
Guys, if you are looking for a very good alternative to Kayako or WHMCS internal system that’s scalable then I would definitely give these guys a try. I will be definately using them from now on.
One con is they have no live Support client but hey, no ones perfect. Al tho I am sure you guys will all agree, there are hundreds of varieties of helpdesks out there!
Just my 2ps worth of information. Check them out at: http://www.thevisionworld.com/
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We wanted to offer free end user support to our vps clients but there was no helpdesk which could allow us to manage end user support better way. Then we came across Vision Helpdesk and thanks to its Satellite helpdesk feature that allows us to manage end user support without any hassle.
We include Free End User Support for our VPS clients i,e free support to customers of our VPS clients. We install a Vision client portal on our vps clients website (See example HERE). Their customers signs in and submits tickets from their website. Vision allows customization of logo, header and footers for our vps clients – so they can match their website design. The ticket is controlled, tracked and replied to using the main Vision program on our server.
Vision Helpdesk also easily imports data from major helpdesks like: Kayako Support Suite – Kayako eSupport – Cerberus and WHMCS. This makes switching to Vision Helpdesk easy and you have all tickets imported from your old helpdesk — that’s is a big plus.
We are thankful to Vision helpdesk developers to provide us such a wonderful helpdesk software that allows us to manage end user support without any hassle.
We highly recommend Vision Helpdesk.
Thank You,
Russell Chambers
CEO. GlitterHost.com
I have a new start up that I’m currently working on with an old college friend of mine. It required providing customer service as most companies do so I looked around for some top-notch help desks.
First one that came to mind was of course Kayako – rock solid reputation and great ticketing software.
Then I highly considered WHMCS – amazing all-in-one type solution and I’ve been using it for 2 years now.
Then on a whim, I decided to check out the Software Offers section (my first time on those forums in over a year) and saw an advertisement for Vision Helpdesk.
I was like who???? – As most people can agree that these guys are new to the block. interestingly enough, I kept reading their advertisement.
I read about the helpdesk features and a few features caught my eye, so I clicked on the link to check it out.
I’m more the type to get info not from a web page but from support, so I clicked on Live Chat.
I was directly connected to sales rep : Sheena.
I ‘ve had many live-chat sessions in my time, and I have never had anyone more attentive to my needs than Sheena. Time spent on LiveChat = 35 Minutes. Live Chat via Google Talk = additional 45 minutes.
I shot question after question, scenario after scenario and she literally walked me step by step on how Vision helpdesk can achieve what I needed. She paid close attention to my business needs and why we’re using the helpdesk in the first place. She was kind enough to paint me a picture with different combination of what Vision helpdesk can do to ultimately achieve my goal.
Okay, so after an hour and half of chatting, I decided to take the plunge. I was reluctant to move away from going with WHMCS but Sheena’s talk with me really won me over.
I paid for the helpdesk (owned license) (mods are more than welcome to verify) and submitted a ticket for installation.
Within the hour, installation was complete. (this was around 8:45-9:00 pm PST) I never heard of a company doing an installation that late during a business day. I assumed it was going to be done the next business day.
I’ve been testing out the helpdesk for about 2 hours now. Setting up the configs.
So here’s my scorecard
1. Aesthetic Design – Sorry to say, but it can definitely use a major touch up. It’s definitely not the most appealing helpdesk to look at, but it gets the job done.
2. User interface - A lot to take in at once. The moment you set it up, you just see everything everywhere. However, after you take in everything for the first 5 minutes, and after clicking on each icon to see what it does, you get the hang of it. Not to mention, there’s a unique feature of turning on/off icons in the toolbar to make things somewhat less cluttered. Something unique I haven’t seen anywhere else.
3. Ajax Implemented - I gotta give it up for the use of AJAX. Every page loads within a second at most. Pretty damn fast navigation, on almost every link posible on the helpdesk.
4. User-Friendly – Well a lot of people said ModernBill wasn’t that user friendly…but a lot of people said once you get the hang of it, it’s cake. Same thing with Vision helpdesk. It’s easy enough once you know where everything is. There’s a sidebar to the left is where settings are and top navigation for toolbar and access to almost everything else. Click around, once you get the hang of it…pretty easy.
5. On-going support and updates. I’ve checked out what others were suggesting and looks like Vision helpdesk will bend over backwards to get a custom module out to meet the clients’ needs. Im not saying this pre-maturely. I’ve read what users have requested and it looks like development has gone underway to incoporate what users really want. I’m excited to see what these guys will rollout with in version 2.
6. Designed by programmers at heart. You can tell that whoever is programming this helpdesk isn’t a design major or artist by nature. Simply put, they’re putting in features purely for the sake of making life easier without going into making the software look pretty. It’s something that the end-users will appreciate though. They have a tool that imports your WHMCS Database/Kayako Database. You don’t even have to pay extra for this service. It’s already built into the software. Unlike other companies that charge for this migration service. Other neat features to note: Satellite helpdesk.
Overall Scorecard of the helpdesk software itself: 7.5/10.
I’m an avid user of WHMCS, WHMCS has come a long way since v2. But Vision helpdesk looks promising enough.
I won’t be incorporating Vision Helpdesk into my main-stream projects just yet, but I’m definitely going to test-drive this software to see what it’s really capable of.
With that said, I’m not here to recommend this company over WHMCS / Kayako or anything like that. Helpdesks have features that some don’t, do the research.
But if you’re deciding on whether you should try out Vision helpdesk, I would definitely recommend getting the evaluation version. It’s well worth the price tag of $FREE.99
As an owned license holder now, I’m crossing my fingers that there’s continued on-going development for this software!!
Thank You,
Kevin Lee.
√ Shared Hosting √ Master Reseller Hosting √ VPS Hosting
Vision Helpdesk developers today announced its record breaking sale results – “The company recorded sale of 192 Vision Helpdesk licenses in October 2009. This is the company’s highest sale since the launch of Vision Helpdesk Version2.0″ said a company release.
Company HR Preeti Sharma disclosed three reasons for the company growth — “First is Support — We know what it’s like to be the customer. Our friendly support, availability, and honest approach to business make us unique from our competitors. Second is Vision Helpdesk Features — Clients are admiring Vision Helpdesk advance features which other competitive help desk’s failed to offer (e.g. True Satellite Helpdesk — that allows users to manage support for multiple companies, Easy to use fast Ajax interface, Anti-Spam, Paid Ticket Support, Robust e-Mail Parser and much more.. ) And the third reason is Economical Pricing– The refugee discount special offer that allowed users to purchase Vision helpdesk owned license at just $49.99″.
“Vision Helpdesk has dramatically streamlined our support request process, The Satellite helpdesk feature has consolidated our multiple company support at one place, now our support staff don’t have to login to seperate helpdesk — they can manage everything from vision helpdesk” – said Todd Ray CEO Infrenion Networks.
“It’s reassuring to see that despite the economic downturn, and huge competition in helpdesk software market, The consumers are putting faith in Vision helpdesk to manage their support activity. We are thankful to our consumers for trusting us and we will continue our efforts to provide best helpdesk solutions” said Sharma.
She concluded by saying — “Buy now, or Regret it later, The refugee discount coupon is valid till 15th Nov 2009 — This is last chance to get Vision helpdesk owned license at $49.99 so make maximum out of it”.
More details — http://www.thevisionworld.com/vision-helpdesk-refugee-discount.html
The culmination of one year work by our development team, Vision Helpdesk 2.0 Stable Version is now available.
Vision Helpdesk 2.0.0 Stable
Vision Helpdesk 2.0 is about High Speed Performance, Security, Reliability, Scalability, Portability and User-Friendliness. Vision 2.0 reflects the state of the art in web based helpdesk solutions. It well derives benefits of latest Web2.0 technology and equip support staff with fast, secure and user-friendly interface.
Ajax Based — Lightning Speed Interface
The first thing you’ll notice about 2.0 is its new Lightning Speed Interface. From the top down, we’ve listened to your feedback and thought deeply about the design and the result is a Vision Helpdesk that’s just plain faster. Nearly every task you do on your Helpdesk will take fewer clicks and be faster in 2.0 than it did in a previous version.
A major challenge while designing online softwares is the page reload time – for all operations that you do (may be its submitting form or clicking event etc) requires communication between server and reloading the complete page to display the results.
We have used AJAX (Asynchronous JavaScript and XML) to overcome the complete page reloading issue, AJAX is a web development technique used for creating interactive web applications. AJAX makes your pages feel more responsive by exchanging small amounts of data with the server behind the scenes, so that the entire web page does not have to be reloaded each time the user requests a change. This way it increases the web page’s interactivity, speed, functionality, and usability.
Ajax contributes –
- User-experience improvement
- Decreasing user delay
- Decrease in bandwidth usage
- High speed results
Satellite Helpdesk — Manage Multiple Companies
Next thing that you’ll notice Improved Satellite Helpdesk Feature (Managing one or more company support under single helpdesk ) Vision Helpdesk pioneers to implement true satellite helpdesk feature — With Vision 2.0 we have introduced Staff Access Control that gives hierarchical control over access rights to staff and admins.. The system has Super Admin on top level followed by Domain Admins at middle and Staff at bottom level..
Paid Support — Bill your customers from Vision Helpdesk
Digging further you’ll find the complete new feature that is Paid Support — We know its everyone’s deep dark wish to have ability to bill customers from helpdesk software. Vision Helpdesk makes your wish complete by integrating with top class Billing Software — WHMCS.
Vision Helpdesk integrates with WHMCS Billing Software to offer Paid Support feature, that means now you can add billing note to a ticket and create invoice right from your Vision helpdesk. If you are thinking the integration will be complex — then delete the thought!! Trust me you don’t need any coding knowledge it’s just matter of adding your whmcs details in vision helpdesk and your vision helpdesk is ready to bill your customers
Plug-in Architecture
Another interesting and complete new feature is Plugin Architecture — Vision2.0 offer Plug-in architecture that allows users to enable / disable several features. Plug-in frameworks help to handle complexity, simplify application configuration and deployment, and enable users or third parties to easily enhance existing applications with self-developed modules without having access to the whole source code.
Currently Vision2.0 includes Plug-in’s like –
- Scrap Book
- Quick Links
- Email Alerts
- Favorites
- Calendar
- Antivirus
- Address Book
- Online Staff
Our development team is working further on this feature to implement more and more easy methods for third parties to develop their own code and plug-in to vision helpdesk.. In next upcoming version of Vision you will get a better test of this feature.
Robust e-Mail Parser
Robust e-Mail Parser — We have redesigned Vision2.0 mail parser to accommodate various email parsing functions, here is the feature list of V2 parser..
- Ticket Creation
- Email Detection
- Auto-assign Tickets to departments
- Auto Responder
- Infinite Auto responder Loop Control
- Break Line Detection
- File Attachments
- Follows RFC Standards
- E-Mail Banning
- Users Ticket Creation
- Accepts E-mail Piping input
- Supports text and Multi-Part eMail messages
- Blocks executable scripts through emails
- eMail Parser Log and more…
SLA & Ticket Escalation Management
Improved SLA Management & Escalation Support – This time we have comeup with complete new clean method to manage SLA in helpdesk — Vision 2.0 SLA management system is more acurate and provides a transparent reports to Admin / Staff and clients.. We have simplified the concept such that even a novice user can setup SLA ..
Advance Graphical Reports
More Graphical Reports & Staff Performance Reports — With the help of rich GUI including charts, figures & table of contents – Vision generates accurate report on run time for —
- Last 7 days staff activity (Matrix Report)
- Monthy Staff Work Activity (Statistics)
- Monthly Staff Performance (Scale / Point Graph)
- Monthly Staff SLA Record (Pie Chart)
- Annual Ticket Bar Graph Report
- Work Report
- SLA Report
- Response Report
- Performance Report
- Client Tickets and Billing Report
Self Help Tools
Advance Self Help Tools ( Knowledge Base | Downloads | Predefined | News | Troubleshoot) — Vision2.0 offers fast and simple tools to manage self help.
Migrate From other Helpdesk to Vision Helpdesk
Helpdesk Migration Tool – Vision 2.0 supports Migration Tool for Kayako Support Suite 3.x version — Migration from Kayako to Vision Helpdesk is seamless and takes just 3 steps.. Migration for other helpdesk like Cerberus, Support Trio and WHMCS will be included in next immediate 2.1 release.
The feature list is long and the post will become epic if I start writing each and every feature — I have explained each feature in my other posts, Below listed is list of urls for your reference –
- Wide Screen | Large Work Space
- Color indications to improve user visibility
- Staff Access Control
- Email Templates
- Faster Ticket Operations
- SMTP an alternative to PHP’s mail() function
- Multiple Personalities with Multiple Signatures
- Customized Tool Bar
- No Pagination for Ticket Replies
- Ticket Statuses | Priorities | Flags | Labels | Filters
- Tree View Ticket categorization
- Database Maintenance
- Improved & Faster Custom Fields creation tool
- Common Admin & Staff Login
- Evaluating Staff Performance
- Improved Private Messaging and much more…
You can find a complete feature list at –
http://www.thevisionworld.com/vision-helpdesk/key-features
Vision Helpdesk Quick Links
Vision Helpdesk Online Demo
http://www.thevisionworld.com/vision-helpdesk/online-demo
Vision Helpdesk One Month Free Evaluation Version
http://www.thevisionworld.com/purchase
Limited Time Offer for Vision Helpdesk 2.0 Owned License —
50% Off on Vision 2.0 Owned License
Please use coupon code: cheers
What’s Next ?
Our development team is too fierce to rest on its laurels — every improvement just whets our appetite for more. And more is coming.. we will publish road map for next upcoming version in coming few days..
Thank you for your time We sincerely hope this new version of Vision Helpdesk helps you to offer top notch support to your customer’s.
Doesn’t it frustrate you to browse ticket replies page wise ? It really sucks! this happens mainly when a ticket has several replies (long conversation)..
Our previous version 1.2 allowed users to see ticket conversation on single page but again that’s not sufficient as it takes long time to load complete conversation on single page.
To over come this problem — Vision 2.0 allows you to view ticket replies on single page and also you can shrink each reply that gives you more flexibility to track previous conversation.
A) Shrink Ticket Reply
B) Expanded Ticket Reply
Advantages of No Pagination for Ticket Replies:
- Complete ticket conversation on single page.
- Easy to track previous conversation no matter how lengthy ticket conversation is.
- Saves time.
- Increases user performance.
Explore Vision2.0 further read | Customized Tool Bar
TheVisionWorld.com developers of Vision Helpdesk — launched Vision Helpdesk 2.0, A lightning speed helpdesk intended to create a better web-based helpdesk experience for users. Available in beta version, Vision2.0 is a new approach to the web-based helpdesk that’s based on the simplicity and power that’s what users need in today’s web world.
Speed matters when it comes to web applications — “That’s True” says Company HR. Preeti Sharma.
“Imagine a web-based helpdesk software that works like a local windows application — Sounds great!! Isn’t it ? — Vision2.0 works on PHP-Ajax to equip users with a web application that works just like a windows application, fast yet secure.” said Sharma.
She added — “Vision 2.0 reflects the state of the art in web based helpdesk solutions. It well derives benefits of latest Web2.0 technology that offers user-experience improvement, decreasing user delay, decrease in bandwidth usage, high speed results and much more.”
Apart from speed Vision2.0 includes unmatched features like — Satellite Helpdesk, Paid Support, Robost Mail Parser, Plugin Based Features, Multi-Language, Migration Tool, Antivirus Tool, Auto Upgrades & Installation, Google Hosted Emails (POP3 & IMAP SSL), Customized Tool Bar, Service Level Agreements, Report Generation, Custom Fields, 3rd Party Live Chat Integration, Login Integration, Knowledge Base, Downloads, Predefined, News, Troubleshoot, Advance Search, Alerts, Filters, Labels, Flags, Address Book, Calender and much more..
Check out Vision2.0 screenshots, previews and online demo at — http://www.thevisionworld.com
Yep, We finally decided to break the ice — The most awaited lightning speed & feature rich helpdesk is on its way of beta release. We anticipate vision 2.0 beta will be released in first week of June 09.
What is Vision 2.0 helpdesk all about?
In a nutshell Vision 2.0 is about High Speed Performance, Security, Reliability, Scalability, Portability and User-Friendliness. Vision 2.0 reflects the state of the art in web based helpdesk solutions. It well derives benefits of latest Web2.0 technology and equip support staff with fast, secure and user-friendly interface. It is extensively designed with PHP Ajax that offers user-experience improvement, decreasing user delay, decrease in bandwidth usage, high speed results and loads of features listed below :
Key Features :
Satellite Helpdesk | Multi-Domain Helpdesk
The well-organized and logically constructed interface allows users to add multiple domains/companies and further easily access and manage them all from one place.
More details –
http://www.thevisionworld.com/true-satellite-helpdesk.html
Robost Mail Parser
Vision includes email parser that gives you power to manage your emails, it gives you option to create corresponding mail queue for each email account. Every new email that user sends in – gets created as a ticket and further staff or user can reply / update the same ticket.
Email Parser supports –
* File attachments
* CC / BCC / Forward option
* Auto responders
* much more ..
Email Parser can be configured in two modes
* Email Piping
* POP3/IMAP/POP3 SSL/IMAP SSL Email Fetching.
AJAX Based Rich User Interface
A major challenge while designing online softwares is the page reload time – for all operations that you do (may be its submitting form or clicking event etc) requires communication between server and reloading the complete page to display the results.
We have used AJAX (Asynchronous JavaScript and XML) to overcome the complete page reloading issue, AJAX is a web development technique used for creating interactive web applications. AJAX makes your pages feel more responsive by exchanging small amounts of data with the server behind the scenes, so that the entire web page does not have to be reloaded each time the user requests a change. This way it increases the web page’s interactivity, speed, functionality, and usability.
Paid Support
Vision integrates with leading Billing software WHMCS and allows you to turn your helpdesk to offer paid support to your clients. You can add billing notes, create invoice from helpdesk, track payment status and much more..
Plugin Based
Vision helpdesk is modularized to equip users to enable or disable various features. (example : You can enable or disable scrapbook, alerts, calender, online staff, favorites, anti-virus, address book etc.. ) — This also allows our developers to code several useful plugins and easily plug in to our system rather changing whole code.
Multi-Language
“Multi-language” feature now empowers organizations to extend their business all over the globe by breaking the language barriers. Now you can provide support to your clients in their own language.
This feature mainly includes –
- Clients can change client panel language to one that they understand.
- Clients can send tickets / emails in their own language.
- Your staff has option to select language while replying tickets.
More details — http://www.thevisionworld.com/vision-help-desk-now-breaks-language-barriers.html
Easy Migration Tool
Vision provides with an innovative data migration tool. The migration tool automates the entire migration process and easily imports data from major helpdesks like:
- Kayako Support Suite
- Kayako eSupport
- Cerberus
- WHMCS
The migration tool is an open, user-friendly, and extensible migration process ensuring reliability and data integrity. Migration of users, tickets/emails, ticket queue’s, ticket status and much more are seamlessly done that save time and efforts.
Inbuilt Antivirus Tool
With increasing online virus threat it becomes very important for any organization to keep its data secure — Vision comes with a robust integrated Antivirus tool to eliminate the possibility of virus through email attachments and also allows you to scan helpdesk files.
Auto Upgrades & Installation
This feature allows you to auto install / upgrade your vision helpdesk versions.
more details — http://www.thevisionworld.com/vision-helpdesk-auto-version-upgrade-tool.html
Google Apps | Google Hosted Emails (POP3 & IMAP SSL)
You can configure google hosted emails with helpdesk.
more details http://www.thevisionworld.com/vision-helpdesk-supports-google-apps.html
Scrap Book & Private Messaging
The module provides instant private communication between members of your organization. Adding to this, it allows staff members to post scraps/updates in the scrap book.
Submit / Reply Tickets Using Your Favorite Email Client
Vision not only allows you to submit / reply / update tickets via online web portal but also from your favourite Email Clients – like Microsoft Outlook, Outlook Express etc.
Customized Tool Bar
Staff can customize tool bar as per their convenience . The most used features are just a click away with our toolbar.
Service Level Agreements
Service Level Agreements (SLA’s) are fundamental to both providers and recipients of services. For important services, therefore, it is essential that the service level agreement is appropriate
But how can you ensure that this essential component of the legal contract is met while delivering a service? Our system therefore includes a comprehensive presentation, designed to help the service provider to gain a complete insight of each ticket/client to find out if the SLA was maintained.
Report Generation
With the help of rich GUI including charts, figures & table of contents – Vision generates accurate report on runtime for Work summary, Service Level Agreements, Response time, Performance and much more..
The reports include elements such as recommendations, suggestions, or other motivating conclusions that indicate possible future actions the report reader might take.
- Last 7 days staff activity (Matrix Report)
- Monthy Staff Work Activity (Statistics)
- Monthly Staff Performance (Scale / Point Graph)
- Monthly Staff SLA Record (Pie Chart)
- Annual Ticket Bar Graph Report
- Work Report
- SLA Report
- Response Report
- Performance Report
- Client Tickets and Billing Report
Online Issue Tracking
At this point, with technology as cheap as it is, there’s really no excuse not to have an online issue tracking system. Vision incorporates an online issue tracking system which is relatively easy to use, can be made accessible to all, and can serve as a central depository for all kinds of issues.
Custom Fields
This feature allows you to easily create custom fields / forms as per your business requirements.
Ticket Escalation
With this feature you can configure your helpdesk to auto escalate/move tickets to different departments if the ticket reachs overdue time limit. This is helpful to speed up operations and maintain SLA’s.
Login Integration
Login Integration plug-in allows your users to bypass the login registration process for their support area.
Vision supports the most popular and widely used third-party software packages/applications like:
- ModernBill (v4 and v5)
- vBulletin
- osCommerce
- SM Forum (SMF)
- WHMCS
- WordPress
Through the login integration plug-in with other areas of your business, Vision gives you simplicity with maximum control.
3rd Party Live Chat Integration (CCS | LivePerson | ProvideSupport)
This feature allows you to integrate 3rd party live chat helpdesk in to your client portal. You can easily add live chat
icon on client portal page with this feature.
Configurable Client Portal
We have designed client portal in simple html pages which allows you to easily integrate it with your website design.
Client side quick search facility
It enables your clients to search their email / ticket using single word or phrase that appears in message subject or content.
Useful Tools : KnowledgeBase | Downloads | Predefined | News | Troubleshoot
Advance Search | Alerts | Filters | Labels | Flags | Address Book | Calender
HOT OFFER !!!!!
30% discount on Vision Helpdesk Owned License — Limited time offer!!!
* Vision owned license [With Branding] — (Actual Cost $299.99)
* Vision owned license [Without Branding] — (Actual Cost $399.99)
This includes –
* Free Installation of Vision helpdesk.
* Free Updates and Support for one year.
Coupon Code : hotoffer
The offer is valid till 31st of March 2009.
You can purchase Vision Helpdesk at — http://www.thevisionworld.com/purchase
We are happy to offer 
