Home > Help Desk Software > GLPi > GLPi vs Vision Helpdesk

GLPi vs Vision Helpdesk

Last Updated: November 18th, 2024

Our analysts compared GLPi vs Vision Helpdesk based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

GLPi is a help desk software solution designed to streamline IT service management and provide efficient support to end-users. It's particularly suitable for organizations seeking a comprehensive and customizable help desk solution. Its robust features include ticket management, asset tracking, knowledge base, and reporting capabilities. GLPi enables IT teams to manage incidents, requests, and changes effectively, improving operational efficiency and user satisfaction.

The software offers significant benefits, including enhanced incident resolution, reduced support costs, and improved IT governance. Its user-friendly interface and customizable workflows allow organizations to tailor the system to their specific needs. GLPi integrates with other tools, such as LDAP and Active Directory, ensuring seamless data exchange and improved collaboration.

Compared to similar products, GLPi stands out with its open-source nature, which offers flexibility and cost savings. It's highly scalable and can be deployed on-premise or in the cloud, providing deployment options to suit various organizational requirements. The software's active community provides ongoing support and regular updates, ensuring continuous improvement and alignment with evolving industry standards.

Vision Helpdesk is a comprehensive help desk software solution designed to streamline customer support operations. It's an ideal choice for organizations of all sizes looking to improve efficiency and enhance the customer experience. Key benefits include centralized ticketing, customizable workflows, and advanced reporting capabilities.

Vision Helpdesk boasts popular features such as a user-friendly interface, knowledge base management, and multi-channel support. Its customizable dashboards provide real-time insights into team performance and customer satisfaction levels.

Compared to similar products, Vision Helpdesk stands out with its intuitive design and robust functionality. User reviews praise its ease of use, customizable features, and excellent customer support. Pricing is tailored to business needs, with flexible payment options available.

$17/User, Monthly

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$30 Monthly

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Tailored to your specific needs

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Product Insights

Streamlined Ticketing System: Efficiently manage and track all support requests from a centralized platform, ensuring prompt response and resolution.
Improved Collaboration: Foster teamwork and knowledge sharing among support staff, allowing them to collaborate effectively on complex issues and provide consistent solutions.
Enhanced Customer Satisfaction: Provide exceptional customer service by quickly resolving issues, reducing downtime, and improving communication with users.
Increased Productivity: Automate routine tasks, streamline workflows, and empower support teams to handle more requests in less time, boosting overall productivity.
Reduced IT Costs: Optimize IT resource allocation, reduce the need for additional staff, and minimize downtime expenses by resolving issues efficiently.
Improved Asset Management: Track and manage IT assets, including hardware, software, and licenses, ensuring optimal utilization and reducing unnecessary purchases.
Enhanced Reporting and Analytics: Gain valuable insights into support performance, identify trends, and make data-driven decisions to improve service delivery.
Flexible Customization: Tailor GLPi to your specific business needs, adapting it to unique workflows, user roles, and reporting requirements.
Open Source and Community Support: Leverage the benefits of an open-source platform, access a vast community of experts, and contribute to its ongoing development.
Proven Reliability: Trust in a solution that has been successfully implemented in organizations of all sizes, ensuring stability and peace of mind.

Enhanced Productivity: Streamline workflows, automate repetitive tasks, and empower agents with powerful tools to resolve issues faster and more efficiently.
Improved Customer Satisfaction: Provide exceptional support experiences with personalized interactions, self-service options, and proactive issue resolution.
Increased Agent Efficiency: Reduce agent workload and improve response times with AI-powered suggestions, automated ticket assignment, and knowledge base integration.
Comprehensive Reporting and Analytics: Gain valuable insights into help desk performance, identify areas for improvement, and make data-driven decisions to optimize operations.
Seamless Integrations: Integrate with CRM, email, and other business systems to centralize support processes and eliminate data silos.
Personalized Support: Tailor support experiences to meet the unique needs of different customers, building stronger relationships and fostering loyalty.
Knowledge Base Optimization: Create a robust knowledge base that empowers customers to self-resolve issues, reducing support volume and improving efficiency.
Enhanced Collaboration: Facilitate seamless collaboration between agents, supervisors, and customers through built-in chat, ticketing, and escalation features.
Scalability and Flexibility: Adapt to changing business needs with a scalable platform that can handle high ticket volumes and multiple support channels.
Cost Reduction: Reduce operational costs by automating tasks, optimizing agent utilization, and improving first-call resolution rates.

Multi-company support: Manage multiple companies and their assets from a single interface.
CMDB integration: Integrate with ITIL-compliant CMDBs to track assets and configurations.
Self-service portal: Empower users to create and track tickets, access knowledge base articles, and view service catalogs.
SLA management: Set and track service level agreements (SLAs) to ensure timely ticket resolution.
Automated workflows: Create automated workflows to streamline ticket handling, reduce response times, and improve efficiency.
Reporting and analytics: Generate comprehensive reports and dashboards to analyze performance, identify trends, and make informed decisions.
Mobile access: Access GLPI on the go with the mobile app, allowing technicians to manage tickets and knowledge base articles remotely.
Open source and customizable: Customize GLPI to meet specific business needs with open-source code and extensive plugins.
User-friendly interface: Navigate GLPI with ease thanks to its intuitive and user-friendly interface, designed for both technicians and end-users.
Active community support: Benefit from a large and active community of users, developers, and contributors providing support and resources.

Ticket Management:
- Split Tickets: Split any customer ticket into a new ticket.
- Merge Tickets: Merge many tickets into a single ticket.
- Link Tickets: Integrate different tickets with a link.
- Custom Fields: Create additional fields on client registration forms and ticket creation.
- WYSIWYG HTML Editor: Use a lightweight HTML editor available with inline image support.
- Ban or Mark Spam: Mark a ticket as spam or ban a customer from submitting tickets.
- Inline Image Support: Add inline images to ticket posts.
- Export Ticket: Export CSV or pdf for tickets.
- Reply, Reply All and Forward Tickets: Reply all or forward tickets, just like email.
- Assign Multiple Staff Agents: Assign a single ticket request to multiple agents.
- Private Notes: Add a private note visible only to internal communication staff.
- Staff Comments: Leave comments on tickets for peers.
- Ticket Rating: Allow customers to rate or review tickets from the client portal.
Multichannel Help Desk:
- Email Integration: Create tickets using email parsing and web interface. Fetch emails using POP3, email piping, POP3 SSL, IMAP, IMAP SSL, POP3 TLS and IMAP TLS.
- Chat Integration: Integrate with third-party chat software and convert chats into support tickets.
- Facebook Integration: Convert and engage a brand’s Facebook page posts into tickets.
- Twitter Integration: Host a large community and convert visitor tweaks into tickets.
- Phone Integration: Integrate with third-party phone solutions and VOIP and convert phone calls into tickets.
Blabby Self Collaboration: Engage in a private or group discussion, share files and videos and collaborate on issues. Add hashtags in blab posts to allow everyone to see what’s trending. Get instant new blab notification and help other members to share knowledge.
Ticket Billing: Define and include tax with an invoice. Create a professional invoice and send it to customers. Set up different currencies for different companies and allow clients to purchase billing packages from the portal.
Gamification: Set up customizable achievement levels for agents, add quests with different badges, show achievements and badges on agent profiles and display achievements and staff levels on reports.
Task Management: Assign tasks to peers and get their comments instantly. Let staff update the progress by assigning tickets. Get instant notification if a user creates tasks or adds comments. Assign a start and end date to any task and track its progress.
Knowledge Base and Community Forums: Allow customers to get answers themselves by reading articles and other content on the website. Categorize articles in a structured way, decide whether to allow comments for a unit. Define who can access articles and add files with them.
SLA Rules and Ticket Escalation: Deliver timely responses, resolve issues in minimum turnaround time, monitor staff performance and set up workflow rules to escalate a ticket.
Time Tracking: Record time spent in solving customer queries, send invoices to customers with time tracking entries and integrate the platform with payment getaways to allow customers to pay online.
Reporting: Measure the metrics of an organization, analyze KPIs such as ticketing reports, customer reports and staff performance.

Product Ranking

#27

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#122

among all
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Analyst Rating Summary

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User Sentiment Summary

90%

of users recommend this product

GLPi has a 'excellent' User Satisfaction Rating of 90% when considering 48 user reviews from 2 recognized software review sites.

90%

of users recommend this product

Vision Helpdesk has a 'excellent' User Satisfaction Rating of 90% when considering 92 user reviews from 3 recognized software review sites.

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Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: GLPi's user-friendly interface streamlines ticket management, making it easy for help desk teams to navigate and resolve issues quickly.

Comprehensive Features: GLPi offers a robust suite of features, including ticket tracking, asset management, knowledge base, and reporting, meeting diverse help desk requirements.

Customization Options: GLPi's customizable fields and workflows allow help desk teams to tailor the software to their specific processes, ensuring a seamless fit.

Open Source Platform: As an open source solution, GLPi is free to use and modify, providing flexibility and cost savings for help desks.

Strong Community Support: GLPi boasts an active user community and extensive documentation, offering ample support and resources for help desk teams.

Easy to use: Intuitive interface and straightforward navigation make it accessible for users of all technical abilities.

Centralized communication: Consolidated platform for all support channels (email, phone, chat) streamlines communication and eliminates ticket duplication.

Automation capabilities: Automates repetitive tasks, such as ticket routing and status updates, freeing up agents to focus on complex issues.

Customizable workflows: Allows businesses to tailor the software to their specific support processes, ensuring efficient ticket handling.

Detailed reporting and analytics: Provides insights into team performance, customer satisfaction, and areas for improvement.

Poorly Designed Interface: Users complain about a cluttered and unintuitive interface that makes it difficult to navigate and find the necessary information quickly.

Limited Customization Options: Users have expressed frustration with the limited ability to customize the software to meet their specific needs, leading to a lack of flexibility.

Inconsistent Performance: Users have reported issues with slow loading times and occasional system crashes, which can disrupt workflow and cause delays.

Lack of Mobile Functionality: Users have noted the absence of a dedicated mobile app, making it inconvenient to access the software while on the go.

Insufficient Reporting Capabilities: Users have complained about the limited reporting features, which hinder their ability to generate comprehensive reports and analyze key metrics.

Limited customization: Users have expressed dissatisfaction with the inability to fully customize the software to meet their specific business needs.

Sluggish performance: Several users have reported experiencing slow loading times and occasional glitches, which can hinder productivity.

Insufficient reporting capabilities: The software's reporting features have been criticized for being inadequate, making it challenging to extract meaningful insights and track key metrics.

Lack of integration options: Vision Helpdesk's limited integration capabilities with other business tools have been a pain point for users seeking a more cohesive workflow.

Subpar customer support: Some users have voiced concerns about the responsiveness and effectiveness of Vision Helpdesk's customer support, leading to frustration and unresolved issues.

Users of GLPi praise its open-source nature, which allows for customization and integration with other systems. They also appreciate its comprehensive feature set, including ticket management, asset tracking, and knowledge base. GLPi is often compared to proprietary solutions like ServiceNow and Jira Service Management. While these paid options offer more advanced features, GLPi's strengths lie in its cost-effectiveness and flexibility. Differentiating factors include GLPi's strong community support and its ability to handle complex IT environments. For example, users highlight its robust reporting capabilities, which enable them to track key metrics and identify areas for improvement. Additionally, GLPi's open-source nature allows users to tailor the software to their specific needs, making it a highly adaptable solution. GLPi is best suited for organizations seeking a cost-effective and customizable help desk solution. Its open-source nature and strong community support make it an ideal choice for businesses with limited budgets or those requiring a tailored approach to IT service management.

Vision Helpdesk’s user reviews over the past year have been predominantly positive, with many users praising its user-friendly interface, robust reporting capabilities, and ability to streamline their IT service desk operations. One reviewer noted that Vision Helpdesk's intuitive design made it easy for their team to learn and use the software, saving them valuable time and resources. Additionally, the software's comprehensive reporting features were lauded for providing valuable insights into team performance and customer satisfaction, enabling data-driven decision-making. Compared to similar products, Vision Helpdesk stands out due to its exceptional customization options. Users appreciate the ability to tailor the software to their specific needs, ensuring a seamless fit within their existing workflows. The software's open API also allows for seamless integration with other business applications, further enhancing its versatility and value. Vision Helpdesk is ideally suited for organizations seeking a comprehensive and customizable help desk solution. Its user-centric design, powerful reporting capabilities, and flexible integration options make it a valuable asset for businesses looking to improve their IT service delivery and enhance customer satisfaction.

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FAQ

How can I do a in-depth comparison of GLPi and Vision Helpdesk? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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