Vision Helpdesk Features
What are the features of Vision Helpdesk?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
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Vision Helpdesk Categories on G2
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Platform
Mobile User Support | Based on 48 Vision Helpdesk reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 87% (Based on 48 reviews) | |
Customization | Based on 56 Vision Helpdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 84% (Based on 56 reviews) | |
User, Role, and Access Management | Based on 56 Vision Helpdesk reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 91% (Based on 56 reviews) | |
Integration | Based on 39 Vision Helpdesk reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 88% (Based on 39 reviews) | |
Reporting | Based on 55 Vision Helpdesk reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 87% (Based on 55 reviews) | |
Dashboards | Based on 57 Vision Helpdesk reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 90% (Based on 57 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 68 Vision Helpdesk reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 94% (Based on 68 reviews) | |
Ticket Response User Experience | Based on 67 Vision Helpdesk reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 92% (Based on 67 reviews) | |
Workflow | Based on 64 Vision Helpdesk reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 89% (Based on 64 reviews) | |
Automated Response | Respond to common requests with standard reply 61 reviewers of Vision Helpdesk have provided feedback on this feature. | 92% (Based on 61 reviews) | |
SLA Management | See feature definition | Based on 55 Vision Helpdesk reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 88% (Based on 55 reviews) |
Attachments/Screencasts | Based on 63 Vision Helpdesk reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 90% (Based on 63 reviews) | |
Ticket Collaboration | Based on 60 Vision Helpdesk reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 88% (Based on 60 reviews) | |
Customer/Contact Database | Based on 37 Vision Helpdesk reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 87% (Based on 37 reviews) |
Communication Channels
Customer Portal | Based on 65 Vision Helpdesk reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 92% (Based on 65 reviews) | |
Email to Case | Based on 60 Vision Helpdesk reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 93% (Based on 60 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live This feature was mentioned in 37 Vision Helpdesk reviews. | 87% (Based on 37 reviews) | |
Social Media Integration | Based on 38 Vision Helpdesk reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 89% (Based on 38 reviews) | |
Voice | Based on 26 Vision Helpdesk reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 83% (Based on 26 reviews) |
Incident Management
Automate Ticket Routing | Based on 22 Vision Helpdesk reviews. Routes tickets automatically to the appropriate user. | 86% (Based on 22 reviews) | |
Ticket Prioritization | Based on 22 Vision Helpdesk reviews. Prioritizes tickets based on factors configured by the user. | 84% (Based on 22 reviews) | |
Ticket Notifications | Notifies the IT team when a ticket needs action. 25 reviewers of Vision Helpdesk have provided feedback on this feature. | 90% (Based on 25 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. 21 reviewers of Vision Helpdesk have provided feedback on this feature. | 86% (Based on 21 reviews) | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. This feature was mentioned in 18 Vision Helpdesk reviews. | 85% (Based on 18 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 23 Vision Helpdesk reviews. | 82% (Based on 23 reviews) | |
Time Tracking | Tracks time worked on a ticket. This feature was mentioned in 23 Vision Helpdesk reviews. | 79% (Based on 23 reviews) | |
Surveys | As reported in 17 Vision Helpdesk reviews. Provides surveys to measure employee satisfaction. | 83% (Based on 17 reviews) |
Access & Usability
Mobile | As reported in 18 Vision Helpdesk reviews. Enables access to service desk features via mobile device. | 79% (Based on 18 reviews) | |
Self Service | Based on 22 Vision Helpdesk reviews. Enables employees to view the status of their tickets. | 87% (Based on 22 reviews) | |
Active Directory | Provides a directory of all users within an organization. 15 reviewers of Vision Helpdesk have provided feedback on this feature. | 86% (Based on 15 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. 18 reviewers of Vision Helpdesk have provided feedback on this feature. | 87% (Based on 18 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. This feature was mentioned in 24 Vision Helpdesk reviews. | 94% (Based on 24 reviews) | |
Searchable Articles | As reported in 24 Vision Helpdesk reviews. Makes articles in the knowledge base searchable on the web. | 92% (Based on 24 reviews) | |
Community Forums | As reported in 22 Vision Helpdesk reviews. Enables users to engage with other users to solve common issues. | 91% (Based on 22 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices This feature was mentioned in 15 Vision Helpdesk reviews. | 91% (Based on 15 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences 16 reviewers of Vision Helpdesk have provided feedback on this feature. | 95% (Based on 16 reviews) |
Self-Service Platform
Branding | As reported in 15 Vision Helpdesk reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 97% (Based on 15 reviews) | |
Automation | As reported in 16 Vision Helpdesk reviews. Automates some or all operation related tasks | 95% (Based on 16 reviews) | |
Integrations | As reported in 16 Vision Helpdesk reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 95% (Based on 16 reviews) |
Communication
Pop-up Chat | As reported in 11 Vision Helpdesk reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 92% (Based on 11 reviews) | |
Notifications | As reported in 11 Vision Helpdesk reviews. Delivers notifications to both sides of the conversation. | 91% (Based on 11 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. This feature was mentioned in 11 Vision Helpdesk reviews. | 88% (Based on 11 reviews) | |
In-App Messaging | Based on 11 Vision Helpdesk reviews. Allows for live chat to be enabled within the app for customer help. | 91% (Based on 11 reviews) | |
Co-Browsing | Based on 11 Vision Helpdesk reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 88% (Based on 11 reviews) |
Internal Use
Customization | Based on 56 Vision Helpdesk reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 84% (Based on 56 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. This feature was mentioned in 11 Vision Helpdesk reviews. | 86% (Based on 11 reviews) | |
Lead Development | As reported in 11 Vision Helpdesk reviews. Enables employees to denote potential customers. | 91% (Based on 11 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. 11 reviewers of Vision Helpdesk have provided feedback on this feature. | 92% (Based on 11 reviews) | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. This feature was mentioned in 11 Vision Helpdesk reviews. | 94% (Based on 11 reviews) | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. This feature was mentioned in 11 Vision Helpdesk reviews. | 89% (Based on 11 reviews) |
