Vision Helpdesk Reviews & Pricing

Key Features

Vision Helpdesk

• 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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