Key Features

This professionally managed helpdesk software comes with unmatched features; some of the most significant include:

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

Anti-Spam

Vision Helpdesk integrates with Mollom (A tough nut for spam) – to combat spam e-mails.

More details – http://www.thevisionworld.com/anti-spam.html

Robost Mail Parser

Vision Helpdesk 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.

More details -

http://www.thevisionworld.com/robust-e-mail-parser.html

Two Way Mail Parsing –

http://www.thevisionworld.com/two-way-email-parsing.html

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.

Ajax contributes –

• User-experience improvement
• Decreasing user delay
• Decrease in bandwidth usage
• High speed results
  

Paid Support | Bill Your Clients From Vision Helpdesk

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..

More details -

WHMCS Integration —

http://www.thevisionworld.com/paid-support-whmcs-integration.html

Blesta Integration –

http://www.thevisionworld.com/paid-support-ticket-pay-blesta-integration.html

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 helpdesk 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
• PerlDesk
  

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.

More details – http://www.thevisionworld.com/switching-to-vision-helpdesk-in-two-simple-steps.html

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 & Auto 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
• Respose Report
• Performace 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
• PhpLicengine
• Joomla
• Clientexec
  

Through the login integration plug-in with other areas of your business, Vision gives you simplicity with maximum control.

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

Vision Helpdesk feature list is long, Below is list of some more advance features discussed in depth..

• WYSIWYG Editor
• 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