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Vision Helpdesk V2.4.12 Stable Released

Vision Helpdesk January 28, 2010

Today we have released Vision Helpdesk V2.4.12 Stable Release — this includes fixing of some important bugs in V2.4.10 and several new features added.

We recommend users to upgrade to V2.4.12

Features added in V2.4.12

Ticket Views | Customize Ticket list columns.
Ticket List Sorting.
Left Panel | Domain Department Views.
Search Domain / Departments / Ticket Status as you type on Left Panel.
New Advance Web2.0 Client Portal and WHMCS Integration Design.
Open all Ticket Post
Quote a Ticket Reply
SMS Alert support for ZeepMobile
Recent Activity display count number can be changed
Ticket Options Tab in Ticket Area is now replaced by Actions Tab with single click operations

Bug fixes in V2.4.12

Auto Close Ticket Fixed.
Store Attachments in Folder.
Custom field error while adding radio button field.
If Knowledgebase is disabled – Knowledgebase suggestion removed from whmcs integration.
Data posting ( example KB Article, Predefined reply, News ) compatible with Mod Security rules.
New Ticket Alert missing Ticket Content.
Error in Attachment execution for Ticket posts.
Single quote issue (magic_quote_gpc off ) fixed for various options. (example Client Name can have single quote now, Department Name, etc..)
Language Insertion error.
Quick view over due ticket count incorrect.
Signature update issue

Change Log

You can find the list of files that were edited during version change V2.4.10 to V2.4.12.

http://thevisionworld.com/forums/index.php/topic,167.0.html

How to Upgrade to V2.4.12?

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.)

How to switch to New Client Portal Design?

Login to our Client Poral >> Product and Services >> On your product >> Click on view details >> in Download Section download new_client_portal.zip

Ftp to your installation . (example if you have installed vision helpdesk on support folder of your domain — http://yourdomain.com/support/)

Upload files from new_client_portal.zip to your support folder.

Note : With new client portal files it will disturb your existing client portal design header, footer which you need to customize it again as per your website design.

“themes/default” folder contains “header.php”, “footer.php” and “css” files for customization.

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Vision Helpdesk 4 months Review!

Vision Helpdesk December 13, 2009

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/

Thank You,

Tom

Infrenion Networks — FFMPEG Hosting

http://www.infrenion.com

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Vision Helpdesk V2.4.8 Stable Released

Vision Helpdesk December 12, 2009

Two days back we released Vision Helpdesk V2.4.6 — you know how software development is 🙂 Nothing is final. Yes we left out some minor bugs in 2.4.6 which are now fixed in V2.4.8 The important was — the new WYSIWYG editor support for Google Chrome.

Change Log

You can find the list of files that were edited during version change V2.4.1 to V2.4.6 (This also includes fast backed intermediate releases V2.4.2 , V2.4.4 and V2.4.5)

http://thevisionworld.com/forums/index.php/topic,125.0.html

How to Upgrade to V2.4.8?

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.)

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Vision Helpdesk V2.4.6 Stable Released

Vision Helpdesk December 9, 2009

You may have noticed that we went much longer than usual to release this V2.4.6 bug fix update. We don’t regret of this fact because what matters is superior bug free version and we are thankful to everyone who have contributed to our bug list.

There is one more reason for delay — you may have noticed our new header on our website and our major change in pricing

Bug fixes in V2.4.6

WYSIWYG Editor included in New Ticket, Reply Ticket, Signature, Email Templates, News Articles, Knowledge base.
Client portal design modified.
Captcha Image mismatch for some server configurations.
Ticket details in staff alert — Now the alert email includes additional details like Ticket id, Subject, Department, Priority, Status and Client name, Language and recipients.
On staff deletion – their private messages sent to other staff could not be displayed.
Username was not displayed in user registration email.
Submit ticket on client portal use to add slashes.
Edit reply button multi click use to open new edit windows creating issue for ticket post update.
Mass action menu added for Search / Filters / label results listing page.
Error while adding bugs in Vision Admin section.
LTOR (Left To Right) field in Language added.
Staff shows logged in even after they have logged out.
Forget password email does not work for Staff.
When disable the knowledge base at the client portal it still remains in the ticket creation section. When a client create a ticket the knowledge base suggestion box still remains.
When a user mails for the first time the reply mail does not contain the display name of the email queue.
Html formating supported for Auto responder and other email templates.
No none option for labels in mass ticket options.
Firefox 3.5.x hover over mail envelop not working.
Label allows to add space.
Multiple Labels for a ticket not allowed.
Remove labels in reply ticket not allowed.
Remove labels in mass action not allowed.
Display labels in ticket subject not allowed.
Scrap clear setting not available.
Due time cannot be entered in hrs.
Improved Ajax system for faster ticket operations.
Radio button and checkbox not working on clicking text
Admin >> Diagnostics >> Active sessions didn’t show Admin/Staff names.
Parser log not displayed page wise.
Parser log does not display emails those failed while parsing.
When SMTP set for sending emails the from name is messed for emails in outlook or outlook express.

Change Log

You can find the list of files that were edited during version change V2.4.1 to V2.4.6 (This also includes fast backed intermediate releases V2.4.2 , V2.4.4 and V2.4.5)

http://thevisionworld.com/forums/index.php/topic,124.0.html

How to Upgrade to V2.4.6?

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.)

Vision Helpdesk Releases 3 comments

Review Vision helpdesk | Perfect Satellite helpdesk

Vision Helpdesk November 25, 2009

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

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