Vision Helpdesk Reviews

Recently I stumble upon  TechCrunch article that reads — “Zendesk Raises Prices, Pisses Off Customers”

I was wondering, how a company could ever think of raising price for just adding few features?  Not at all a good business practice.  The article also mentions that Zendesk later realized their mistake and they decided to run the same pricing for existing customers where as new customers will be still paying higher cost.

Vision Helpdesk could never think of raising price for adding features – Just like we have released Vision Helpdesk Mobile App and that is completely FREE!!

The article has also raised questions about the SaaS methods and What SaaS should practically be doing is reducing overall help desk management cost ? Isn’t it?  With Zendesk becoming overpricy  that doesn’t seem so 🙁

Some random comments from post —

Interestingly, the article has received several comments, One that mentions the comparison  of pricing between several paid helpdesk softwares (screenshot below ) shows Vision Helpdesk is the only Economical Helpdesk Software that offers EVERYTHING UNLIMITED at just $30 per month. (On Top of it we offer FREE WHMCS Software worth $15 per month 😉

We appreciate CCBTools who have posted the nice pricing comparison.

Vision Helpdesk is open for Zendesk Refugee Discounts – please contact us on our Live Chat or email us for Zendesk Refugee Discounts.

Vision Helpdesk offers unique feature — “Satellite Helpdesk” that allows you to manage multiple companies support operations from one place – the key thing is Vision Helpdesk creates a logical separation among each company staff,  users,  tickets, knowledge-base and almost everything,.

Vision Helpdesk has central database and single Admin / Staff Portal where each company admin / staff log’s in and can view respective assigned company departments / tickets.  Same way each company has its own client portal which allows that company clients to submit / view their tickets / knowledgebase / news / downloads etc and of course each client portal can be branded as per company name and design.

Apart from scalability Vision Helpdesk has opened up various options for IT companies to manage their support operations.

Talking about options and how companies can use Vision Helpdesk’s Satellite feature, One of our client ( TurnKey Internet )   trust Vision Helpdesk to offer On Demand Private-Branded Helpdesk to their Reseller, VPS and Dedicated hosting clients.

TurnKey Internet  uses Vision Helpdesk Owned Ultimate Plan that offers adding UNLIMITED domains / companies. They have installed Vision Helpdesk on a generic domain every time a reseller sign up with their hosting services they add that Resellers domain as a company in their Vision Helpdesk and provision Reseller with their own Private Branded ( Reseller can have their own company logo ) Ready to use Helpdesk.

Again this is just one way how Vision Helpdesk Satellite feature can be used, If you explore Vision Helpdesk more you will find some more facet of Vision Helpdesk 🙂

It’s now like 4 months now we are using Vision Helpdesk for managing our 3 companies at one place. It’s time for me to share our experience with Vision Helpdesk and the support that we have received.

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 help desk which can manage support for multiple companies at one place, Fortunately we found Vision Helpdesk and its Satellite Help desk 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 help desk 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 Help desk 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 help desk 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/

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