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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.

For past few years we were using Kayako Helpdesk, We have had no issues with day to day operations with Kayako ticketing system but our business needs have changed recently and Kayako does not look promising with our new needs. Our major concern was scalability, We are growing and want to have our staff to login to one single helpdesk which can manage support for multiple companies at one place, Fortunately we found Vision Helpdesk and its Satellite Helpdesk feature which is exactly what we have been looking for.

Here is how we would like to chalk out our review -

Pricing : Vision Helpdesk is economical infact some times I personally feel they are offering vision license at low cost compared to other competitive helpdesk in market.

Installation and Upgrades : Installation takes few clicks just run setup from browser and with few clicks you are done. Similarly Vision Helpdesk upgrades comes from their admin menu — just enter ftp login details and your system gets auto upgraded.

Usability : The system is powerful yet easy to use I don’t think I ever read vision helpdesk manual.

Design and User Interface : The Manage Portal is designed nicely with Ajax and JavaScript boosting overall operation speed but they have more scope to improve client portal.

Features : Vision Helpdesk feature list is long and we are impressed with their monthly updates which includes bug fixes and new features – In past 4 months we witnessed list of new versions and every new version was packed with new features and parallel correcting bugs in previous version.

Unique Features:

• Satellite Helpdesk is big plus helps you manage support for multiple companies from one installation, It gives listing for different companies and their departments on Left Panel, One thing that impress us is Staff Access Control – You can assign Staff to particular Domain or Department and also restricts staff operation wise. Logical separation between different company clients is huge plus.
• Ticket Billing is another nice feature allows to bill per ticket.
• WYSIWYG Editor included for New Ticket, Reply Ticket, Signature, News Articles, Knowledgebase and Email Templates.
• Plug-in System
• Toolbar is unique.
• The Ajax or no Page load - Faster operation over traditional php helpdesk software’s, I would not call it as feature but yes it does save lot much time with page loads and saves bandwidth too.
• WHMCS billing integration is again great.

Scalability : Perfect! supports single to multiple companies management and without any hassle.

Support and Services : They have nothing but excellent support, They have added us on Goggle Talk and I can chat with their support techs on IM all most all issues fixed immediately no long waiting.

They offer 30 days free evaluation version which is plus.

Cons : For now they dont offer Live Chat System

Vision Helpdesk Score — 9/10 (One point I would reserve for Live Chat which they claim to be coming soon – we are happy with livezilla for now but would definitely love to have something integrated with vision helpdesk)

Our Installation : http://www.infrenion.com/support/

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.

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.