Today we have released Vision Helpdesk V2.8.8 Stable Release — This is mainly a bug fix release includes fixing of some important bugs in V2.8.4 and some exciting new features.
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Probably the Best Support Ticket Helpdesk I have tried..
Vision Helpdesk October 23, 2010Our company was looking for a new Support Ticket system. We had previously been using the freeware program called OsTicket. It was very limited, very slow, and was unable to keep up with out growing company.
I went on the hunt for a new support ticket system. I came across Kayako, Cerebrus, and Vision Helpdesk. These three seemed to be the major players.
All three of these company’s offer a free trial so I tried all three.
I tried Cerebrus and even though it did the job, I just hated the User interface. It was too tough for a normal customer service representative to navigate the User interface. I feel like the program interface wasnt well thought out.
Next up Kayako: Kayako is a very nice support ticket system. It was very quick and the interface was easy to use. No issues with the software except for the following few things.I found their support to be horrible! They took forever to respond to my tickets and their live support was not too great.
Second it is very expensive . The software is a few hundred dollars for ONE DOMAIN ONLY.
I decided to continue on to the next piece of software which was Vision Helpdesk
Vision Helpdesk has almost the same interface as Kayako and I found it a bit easier to use. I sat down both of my customer service reps and they both ended up liking Vision Helpdesk more. The interface is very intuitive. Private messaging and anti virus is also included, which is a plus.
The software is extremely robust and can be configured to your liking. There is no delay in the system at all.
I ended up choosing Vision Helpdesk for the following reasons:
- I liked the interface much more and required really no new training for any customer service re
- MULTIPLE DOMAINS!!!! Yes you can run multiple domains for an extremly low cost compared to Kayako. For 1 domain its $200 for the software AND for 5 domain support its $250. Kayako is $300 for just one domain – Too Much!
- You get 1 year of updates instead of 6 months like Kayako.
- The support was great and answered my questions right away. They are ACTUALLY online when it says online. They offered to help me installing it without me even asking.
PS: All these helpdesks support live chat as an addon feature if you wanted to offer that. I did test that out since we dont need it for our business but im not sure if they even offer a trial for it.
read more..Vision Helpdesk V2.8.4 Stable Released
Vision Helpdesk September 29, 2010Today we have released Vision Helpdesk V2.8.4 Stable Release — This is mainly a bug fix release includes fixing of some important bugs in V2.8.2 and some new features in existing modules.
Its recommended to upgrade as it will fix below listed bugs in your installation.
Features in V2.8.4 Stable
- Setting for send User Registration email
- Search disable option on client side
- Priority wise SLA
Bug fixes in V2.8.4
- Predefined reply adding error
- Predefined reply category always set to parent category
- Error in email template update
- Catch-all not working
- Extra newlines in outlook emails
- Extra newlines in outgoing emails
- Export pdf layout
- Outlook 2007 extra newlines
Change Log
You can find the list of files that were edited during version change V2.7.4 to V2.8.1 beta
http://thevisionworld.com/forums/index.php/topic,301.0.html
How to Upgrade to Vision Helpdesk V2.8.4 Stable?
Auto Update
Vision Helpdesk offers Auto upgrades from Admin Panel Click on >> Software Information >> Available Updates will shows updates available for upgrade.
Note : While upgrading it will ask you ftp path –by default it takes complete path to your manage folder which needs to be changed to — ftp path.
Example : A client having path — /home/username/public_html/support/manage/
This path should be changed to — /public_html/support/manage/
(In above example we assume ftp access is given from public_html folder and its sub folders.)
Manual Upgrade :
Step1) Login to http://secure.visionhelpdesk.com
Step 2) From Product and Services >> View Details >> Download zip – Update from 2.8.2 to 2.8.4
Step 3) Unzip above file and upload it to your installation — that is overwrite files on your installation —make sure if you ftp files then it should be in binary format.
Step 4) Run http://yourdomain.com/support/manage/upgrade.php in browser that will update to V2.8.4
That’s it.
Note : For Clients who have done customization – its requested to check with our support team before they upgrade.
read more..Vision Helpdesk V2.8.2 Stable Released
Vision Helpdesk September 17, 2010Today we have released Vision Helpdesk V2.8.2 Stable Release — This is mainly a bug fix release includes fixing of some important bugs in V2.7.4 and some new features in existing modules.
Its recommended to upgrade as it will fix below listed bugs in your installation.
Features in V2.8.2 Stable
- Login Integration for Drupal and Php-Nuke
- Direct URL Login for Clients
- Login as Client for Staff
- User Registration Approval System
- Admin can create alerts for their staffs
- Option to setup Alerts for escalation rules
- Login Integration for WordPress 2.5 and above versions
- Department restriction for clients
- Setting to send ticket details in ticket reply email
Bug fixes in V2.8.2
- Login Integration for Drupal and Php-Nuke
- Direct URL Login for Clients
- Login as Client for Staff
- User Registration Approval System
- Admin can create alerts for their staffs
- Option to setup Alerts for escalation rules
- Login Integration for WordPress 2.5 and above versions
- Department restriction for clients
- Setting to send ticket details in ticket reply email
- HTML editor for Predefined Replies
- Incorrect path for when a file is included from web in Knowledgebase articles.
- Too many space between lines in outlook ticket
- Signature formating issues
- Quote reply does not work
- Reset due time on escalation
- Duplicate entry in client report
- Incorrect format email on HTML editor disable
Change Log
You can find the list of files that were edited during version change V2.7.4 to V2.8.1 beta
http://thevisionworld.com/forums/index.php/topic,298.0.html
You can find the list of files that were edited during version change V2.7.4 to V2.8.1 beta
http://thevisionworld.com/forums/index.php/topic,299.0.html
How to Upgrade to Vision Helpdesk V2.8.2 Stable?
Auto Update
Vision Helpdesk offers Auto upgrades from Admin Panel Click on >> Software Information >> Available Updates will shows updates available for upgrade.
Note : While upgrading it will ask you ftp path –by default it takes complete path to your manage folder which needs to be changed to — ftp path.
Example : A client having path — /home/username/public_html/support/manage/
This path should be changed to — /public_html/support/manage/
(In above example we assume ftp access is given from public_html folder and its sub folders.)
Manual Upgrade :
Step1) Login to http://secure.visionhelpdesk.com
Step 2) From Product and Services >> View Details >> Download zip – Update from 2.7.4 to 2.8.2
Step 3) Unzip above file and upload it to your installation — that is overwrite files on your installation —make sure if you ftp files then it should be in binary format.
Step 4) Run http://yourdomain.com/support/manage/upgrade.php in browser that will update to V2.8.2
That’s it.
Note : For Clients who have done customization – its requested to check with our support team before they upgrade.
read more..Vision Helpdesk V2.7.4 Stable Released
Vision Helpdesk August 13, 2010Today we have released Vision Helpdesk V2.7.4 Stable Release — This is mainly a bug fix release includes fixing of some important bugs in V2.7.2.
Its recommended to upgrade as it will fix below listed bugs in your installation.
Bug fixes in V2.7.2
- Reset due time on escalation
- Duplicate entry in client report
- Multiple email address in To field
- Unformatted email on HTML editor disable
- IMAP looping issue.
- Plain email in Auto Responder.
Change Log
You can find the list of files that were edited during version change V2.7.2 to V2.7.4
http://thevisionworld.com/forums/index.php/topic,292.0.html
How to Upgrade to V2.7.4?
Auto Update
Vision Helpdesk offers Auto upgrades from Admin Panel Click on >> Software Information >> Available Updates will shows updates available for upgrade.
Note : While upgrading it will ask you ftp path –by default it takes complete path to your manage folder which needs to be changed to — ftp path.
Example : A client having path — /home/username/public_html/support/manage/
This path should be changed to — /public_html/support/manage/
(In above example we assume ftp access is given from public_html folder and its sub folders.)
Manual Upgrade :
Step1) Login to http://secure.visionhelpdesk.com
Step 2) From Product and Services >> View Details >> Download zip – Update from 2.7.2 to 2.7.4
Step 3) Unzip above file and upload it to your installation — that is overwrite files on your installation —make sure if you ftp files then it should be in binary format.
Step 4) Run http://yourdomain.com/support/manage/upgrade.php in browser that will update to V2.7.4
That’s it.
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