My name is Jeremy Otten. I Am the CEO at Random Solutions. We are a young IT company that where looking for a payable but good helpdesk product.

I have searched all around the internet and spent hours goggling around. Then I stumbled upon Vision Helpdesk. I never heard of these guys….. they where also a young company and the helpdesk version was v2.xxx so its a young product I thought..

I did an online chat and they where very friendly and experienced. I asked them why I would pick them above any other competitor. They mentioned a unique satellite helpdesk feature and some other stuff.

At the moment I am also a beta tester of the product. And I must say the software is very intuitive/effective and very smart!

Ow and did I mention it is FAST! 99% AJAX driven! almost no page loads/reloads or whatever. Its a nice and clean helpdesk app. No bloatware when you just spent hours finding 1 feature or check mark. Within 30 minutes I got the hang of it.

The development has a steady past over at vision helpdesk. Bugs are fixed really fast and they listen to suggestions. This is really good because this way the product gets programmed the way we (the users) want it to be. It will get smarter and smarter along the way.

Another great service was free installation. I just made an ftp account and sub domain in my cpanel mailed them the credentials and I was up and running in NO time!

To come back to the satellite feature. We are a starting company and are partnering with other starting companies. This way we can compete with the bigger guys who have more people to work with. The cool thing is we now have 1 helpdesk/service desk for all the partners. We can share clients(sub help desks) with each other if we give both support to that customer. Its simple and works very well in my opinion.

I do not say that the product is perfect, no software is perfect!! But its worth the few pennies and it really has a lot of potential and a lot to come!

Also they offer great rebates for current helpdesk owners and migration tools for Kayako/Cerberus and many others!

Just evaluate the software and you will see what I mean! What harm can it do

Jeremy Otten (CEO – Random Solutions)

Netherlands.

Vision helpdesk is true satellite helpdesk which allows you to add n number of companies and manage them all at single place with ease..

How does Satellite helpdesk feature  works ?

To illustrate this we will take an example of managing two companies which can be extended to any number..

We have added two companies in our demo. Both domains are hosted on physically different servers. (You can host on same server too )

Company One :  http://visiononlinedemo.com/

Company Two : http://iamdemo.com/

Vision setup needs to be installed on just one domain — In our case we have installed on Company One :  http://www.visiononlinedemo.com/support/manage/

Vision Database will be on server one — this database needs to have remote access enabled (If second domain is on different server other wise if both domains are on same server then no need to add remote connection to database)

While Company two needs just client portal files. (No installation setup required for company two)

Staff & Admin URL :: http://www.visiononlinedemo.com/support/manage/

Admin Login — admin / admin

Staff Login — chris / chris [Staff for Company One]

Staff Login — peter / peter [Staff for Company Two]

Staff Login– andrew / andrew [Staff for Company One & Company Two]

Control – Staff Access Rights

Not only you can add multiple companies and manage them but you can also organize staff as per respective company that means you can assign staff particular rights and controls over more then one department and further domain.

Client Portals for Company One and Two :

Client URL for Company One :: http://visiononlinedemo.com/support/

Here Company One clients can register / submit / view tickets.

Client URL for Company Two :: http://iamdemo.com/visiondemo/

Here Company Two clients can register / submit / view tickets.

Lets say we have created departments and mail queues as [ You can create Mailqueues / Departments from Vision Helpdesk Admin Section]

Company One Mail queues / Departments

support@visiononlinedemo.com

sales@visiononlinedemo.com

billing@visiononlinedemo.com

Company Two Mail queues / Departments

support@iamdemo.com

sales@iamdemo.com

On server one you need to create pipe (you can also use pop/ imap, choice is your’s ) for support, sales and billing.

support@visiononlinedemo.com: “|/full_path_to/manage/pipe.php”
sales@visiononlinedemo.com:”|/full_path_to/manage/pipe.php”
billing@visiononlinedemo.com: “|/full_path_to/manage/pipe.php”

On server two forward support and sales@iamdemo.com to support@visiononlinedemo.com

You can check live demo of above example —

http://www.thevisionworld.com/vision-helpdesk/online-demo

Further Questions :

Can I setup different signatures for different companies?

Yes, you can setup different signatures for different companies and also you can have different signatures fo various departments.

How many companies we can add ?

Any number

Though we support multiple companies but we don’t want Company one clients know about Company two and vice a versa..

Absolutely, this was the basic question in our mind while designing vision, we have taken care of this. Even though vision manages multiple companies at one point but it keeps privacy amoung company clients too.

Vision helpdesk setup needs to be installed on all companies ?

NO, just on one company domain you need to install vision setup and on rest domains you need to just upload client portal files.