The culmination of  one year work by our development team, Vision Helpdesk 2.0 Stable Version is now available.

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  —

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.

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.

This feature is simple and does not require any technical knowledge, You need to provide your WHMCS database and Admin login details in Vision Helpdesk and your Vision Helpdesk turns in to Paid Support Helpdesk.

Rest below images speak for themselves..

A) Add Billing Note and Create Invoice

B) Invoice List

C) Invoice Details

Please comment on what additional Billing Systems you would like us to integrate for Paid Support Feature..

TheVisionWorld.com — Vision Helpdesk developers announced today that Webhost.UK.Net is its best performing partner of the month.

Webhost.Uk.Net is a leading UK based webhosting company;  began its connection with TheVisionWorld in 2008 and since then its dedication to TheVisionWorld combined with ongoing proactive marketing work has made it one of Vision Helpdesk biggest distributors.

“Webhost.Uk.Net’s professional and positive performance has contributed to consistently increasing sales over the last year.” Preeti Sharma HR at TheVisionWorld said. She added “In June 2009 we will be launching Vision Helpdesk 2.0 beta version and certainly we can look upon Webhost.UK.Net as one of our trusted partners to promote Vision Helpdesk further.”

Tyler Bristow, Sales Manager at Webhost.Uk.Net; said - “Vision Helpdesk is a Best Helpdesk for small to large organizations — It offers unique features like Satellite Helpdesk i.e Manage Multi-Company support through single helpdesk, Paid Support and Fast loading Ajax Interface” futher he said “After adding Vision Helpdesk as a value added service we have recorded an increased sales ratio in our reseller and vps hosting plans.” Bristow, spoke graciously “I am very proud to promote Vision Helpdesk and am wondering how to do better in next months and the years after.”

About TheVisionWorld.com : Vision Helpdesk is the ultimate modern help desk software, capable of handling multiple companies with various support areas and organize staff to their zones allowing the highest efficiency for support ticket replies. “Vision” provides the optimum combination of call management automation, functionality and flexibility, delivering a comprehensive Helpdesk solution that satisfies most of the IT service management requirements.

About Webhost.Uk.Net : WebHost.Uk.Net is UK’s fastest growing and leading domain registration, web hosting provider. They specialize in offering linux and windows web hosting with whm / cpanel and Plesk control panels respectively. Offering the cheapest yet reliable, secure and quality hosting. 

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