Home > Help Desk Software > Track-It > Track-It vs Vision Helpdesk

Track-It vs Vision Helpdesk

Last Updated: November 18th, 2024

Our analysts compared Track-It 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

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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

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.

$50 Monthly

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Tailored to your specific needs

$30 Monthly

Free Trial is available →

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Tailored to your specific needs

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Mobile

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Product Assistance

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24/7 Live Support

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Product Insights

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

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.

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

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

#31

among all
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#122

among all
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Analyst Rating Summary

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User Sentiment Summary

78%

of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 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 (60)

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3.6 (85)

4.7 (57)

4.07 (71)

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4.6 (29)

3.2 (18)

2.5 (6)

Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.

Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.

Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.

Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.

Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

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.

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.

Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.

Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.

Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.

Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

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.

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

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 Track-It 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.

What are the top-rated propducts for Help Desk Software? 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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Is there a requirement template for Help Desk Software? 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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