Product Overview of Vision Helpdesk
Vision Helpdesk is a comprehensive, multi-channel help desk software designed to centralize and manage all customer interactions efficiently. Founded in 2007 and headquartered in Nashik, India, Vision Helpdesk caters to small, mid, and enterprise-level businesses across various industries.
What the Product Does
Vision Helpdesk is an all-in-one solution that enables businesses to receive, process, and respond to customer service or incident requests through multiple channels, including phone, chat, email, web portals, Facebook, and Twitter. This software helps in streamlining customer support operations, improving response times, and enhancing customer satisfaction.
Key Features and Functionality
Core Modules
Help Desk Software
- Incident Management: Manage and track service requests and incidents.
- Client Management: Organize and manage client information.
- Staff Management: Manage support staff roles, access, and performance.
- Knowledge Base Management: Create and manage a knowledge base for customer self-service.
- Automation and Workflow Rules: Automate ticket workflows and set up escalation rules.
- SLA Rules and Incident Escalation: Define service level agreements (SLAs) and escalation rules.
- Task Management: Assign and track tasks.
- Incident Billing & Time Tracking: Track time spent on incidents and generate bills.
- Multi-Language Support: Support multiple languages to cater to global customers.
- Customer Feedback | Ratings & Survey: Collect customer feedback and ratings.
Satellite Help Desk
- In addition to the features of the Help Desk Software, Satellite Help Desk allows managing support for multiple companies, brands, or products from a single staff portal. Each company can have its own customer-facing branded portal.
- Multiple Schedules & SLA: Manage different schedules and SLAs for various companies or brands.
- Multi Language & Multi Time Zones: Support multiple languages and time zones.
Service Desk Software
- This module includes all features from the Help Desk and Satellite Help Desk, plus additional IT service management (ITSM) capabilities.
- PinkVERIFY™ Certified Processes: Compliant with industry-standard ITSM processes.
- CMDB / Asset Management: Manage configuration items and assets.
- Problem Management: Identify and resolve the root cause of incidents.
- Change Management: Manage changes to IT services.
- Release Management: Plan and manage the release of new IT services.
- Service Catalog Management: Create and manage a service catalog.
- Contract Management: Manage service contracts.
Live Chat Software
- In-Built Help Desk Features: Includes core help desk features integrated with live chat functionality.
- Multi-Company Live Chat: Manage live chat for multiple companies or brands.
- Online Visitor Tracking: Track online visitors and engage them through live chat.
- Live Chat Automation: Automate live chat workflows.
- Virtual Agents: Use virtual agents to handle customer inquiries.
- Reports and Analytics: Generate reports and analytics on live chat interactions.
Additional Features
- Multi-channel Support: Centralize customer communications from various channels into a single platform.
- Staff Collaboration: Enhance team collaboration through features like “Blabby” – a staff collaboration tool.
- Help Desk Gamification: Motivate support staff with gamification elements.
- Customization and Integration: Customize the help desk by modifying design and themes, and integrate with third-party tools using APIs.
- Self Service Customer Portal: Provide customers with a self-service portal to access knowledge bases, submit tickets, and track their requests.
Deployment Options
Vision Helpdesk is available as both a SaaS (Software as a Service) and an on-premise solution, offering flexibility to businesses based on their infrastructure preferences.
In summary, Vision Helpdesk is a robust and customizable help desk solution that caters to the diverse needs of businesses by offering a wide range of features, multi-channel support, and advanced IT service management capabilities.