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ServiceNow vs Vision Helpdesk

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Our analysts compared ServiceNow 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.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
ServiceNow Software Tool
Vision Helpdesk Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (572 Reviews)

Analyst Rating

86 Detailed Analysis

User Sentiment

Excellent User Sentiment (92 Reviews)

ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation.

In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.

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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.

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$4,500/User, Annually
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$30 Monthly
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Windows
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Android
Chromebook
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Mac
Linux
Android
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Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Enhanced Productivity: Streamlined workflows and automation tools reduce manual tasks, allowing agents to focus on higher-value activities.
  • Improved Customer Satisfaction: Centralized knowledge base, intuitive self-service portal, and personalized communication channels elevate customer experiences.
  • Increased Efficiency: Automated ticket routing, escalation rules, and proactive notifications optimize ticket management, minimizing resolution times.
  • Enhanced Collaboration: Integrated communication channels and real-time collaboration tools foster seamless teamwork between agents and other departments.
  • Data-Driven Insights: Comprehensive reporting and analytics provide valuable insights into performance metrics, enabling data-informed decision-making.
  • Improved IT Service Management: Integration with IT infrastructure and monitoring tools provides a comprehensive view of IT service delivery, streamlining incident management.
  • Enhanced Employee Experience: Self-service capabilities, knowledge sharing forums, and personalized dashboards empower employees to resolve issues efficiently.
  • Reduced Costs: Automation and process optimization reduce operational expenses and minimize the need for additional staffing.
  • Improved Compliance: Adherence to industry regulations and standards through automated compliance checks and reporting capabilities.
  • Scalability and Flexibility: Modular design and cloud-based architecture enable ServiceNow to adapt to changing business needs and scale as required.
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  • 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.
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  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
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  • 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.
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Product Ranking

#4

among all
Help Desk Software

#122

among all
Help Desk Software

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Analyst Rating Summary

80
86
83
20
56
91
92
100
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Dashboards and Reporting
Platform Security
Platform Capabilities
Team Collaboration
Dashboards and Reporting
Live Chat Management
Mobile Capabilities
Platform Capabilities
Platform Security

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

ServiceNow
Vision Helpdesk
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 83 56 92 76 79 50 88 88 75 20 91 100 80 100 100 100 97 50 0 25 50 75 100
83%
0%
17%
20%
0%
80%
0%
58%
42%
92%
0%
8%
83%
0%
17%
100%
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0%
71%
0%
29%
80%
0%
20%
73%
0%
27%
100%
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40%
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60%
100%
0%
0%
83%
4%
13%
100%
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83%
0%
17%
100%
0%
0%
71%
6%
23%
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100%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

68%
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32%
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78%
11%
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100%
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User Sentiment Summary

Great User Sentiment 572 reviews
Excellent User Sentiment 92 reviews
82%
of users recommend this product

ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 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.

4.0 (248)
4.7 (57)
4.3 (50)
4.6 (29)
4.4 (82)
n/a
4.1 (192)
2.5 (6)

Awards

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SelectHub research analysts have evaluated Vision Helpdesk and concluded it earns best-in-class honors for Dashboards and Reporting, Live Chat Management, Mobile Capabilities, Platform Capabilities and Platform Security. Vision Helpdesk stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Dashboards and Reporting Award
Live Chat Management Award
Mobile Capabilities Award
Platform Capabilities Award
Platform Security Award

Synopsis of User Ratings and Reviews

Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
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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.
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Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.
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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.
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ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise. Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs. Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

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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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Screenshots

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