Centre de services, centre multisociétés et centre de services ITSM/ITIL
4.6/5 (27 avis)Vision Helpdesk est l'un des principaux logiciels de billetterie de support client apte à répondre aux activités des petites, moyennes et grandes entreprises grâce à ses trois produits différents.
1) Logiciel helpdesk - Logiciel de billetterie permettant de gérer le support client sur différents canaux : e-mail, portail web, VoIP, chat en direct, API, Facebook, Twitter et autres. Il inclut des fonctionnalités uniques telles que la facturation des billets, la gestion des tâches, les forums en ligne, la gamification du centre d'assistance et bien plus encore.
2) Logiciel helpdesk par satellite - Logiciel de gestion du support client multientreprises ou multimarques. Le choix le plus adapté si vous exploitez plusieurs sites web, marques ou produits et souhaitez proposer différents portails web de marque pour chacun d'entre eux avec un même back-end afin de gérer l'ensemble en un point unique.
3) Logiciel pour centres de services ITIL/ITSM - Produit proposant toutes les fonctionnalités des centres de services ordinaires ou par satellite ainsi que des fonctionnalités compatibles ITIL de CMDB et de gestion des ressources, des incidents, des problèmes, des solutions, des connaissances, des changements et des versions.
La licence Vision Helpdesk est disponible en version SaaS (plateforme cloud) et téléchargement (sur site).
Avantages
Price friendly where its is easy to afford and install
Offers the comfort of managing all the communication with customers using the social media channels in one stop
Inconvénients
The product needs more time before it becomes operational in your devices. Other than that I have nothing terrible to say in regards to this product
Centre de services, centre multisociétés et centre de services ITSM/ITIL
Overall We Highly Recommend Vision Helpdesk!!
Avantages
They have advance feature - Satellite Helpdesk that allows us to manage support for multiple companies from one place with single database and multiple client portals. Also each company client portal can be designed as per respective company website.
Best part of Satellite Helpdesk is we can have different signatures for each department also the from email is different for each department.
They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision.
They offer Anti-Spam Feature which is huge plus.
Vision Helpdesk Ajax Interface is best user interface as it save large bandwidth and it makes user interface real faster.
Another thing that was important for us was Ticket Migration tool as we have migrated from Kayako we wanted to have our old tickets in Vision.
Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.
Inconvénients
Till date they don't offer Live Chat software. We are using LiveZilla untill Vision helpdesk launch their Live Chat Software.
Centre de services, centre multisociétés et centre de services ITSM/ITIL
Avantages
Easy Navigation however UI can be improved.
simplified set up.
supportive team.
cost friendly
reporting customization should be improved.
Inconvénients
some features are add on's should be easily removable as per requirement.
documentation on overview and API's can be strong.
Add more support staff to cater to increasing client list.
Thank you Ganesh for your valuable feedback:) We appreciate your suggestions.
Centre de services, centre multisociétés et centre de services ITSM/ITIL
You can customize it to fit your individual and company needs. You can add your company logo and change colour. There is an array of features and the user interface is very user-friendly. Although we needed to set up it on ubuntu (but you don't have to) it has proved very easy to set up and get working. Customer service is very quick to respond as well.
Avantages
What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.
Inconvénients
The guides on how to accomplish certain things can be hard to find. For instance when I first started to customize it there wasn't very much information available but customer service were always quick to reply to enquiries.
Centre de services, centre multisociétés et centre de services ITSM/ITIL
Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward.
The GUI is clean and intuitive. The dashboard provides an informative snapshot on ticket, tasks and items related to ITIL. The visualization of ticket activity on the Home page makes tracking responses easy.
The template style to configure Workflow, Micro and Alerts shortens the time to add new functionalities, this helps. The SLA feature is a plus on keeping users on track to meet expectations.
The ServiceDesk is well-rounded and feature-rich product, with many possibilities to integrate with other service providers.
Avantages
Easy Setup, Clean and Intuitive GUI. Good features.
Inconvénients
I was not able to locate a quick-start guide, but it will help on the initial configuration.
Centre de services, centre multisociétés et centre de services ITSM/ITIL
Voici quelques-unes des questions fréquentes sur Vision Helpdesk.
Types de licences disponibles pour Vision Helpdesk :
À partir de: 8,00 $US/mois
Type de licence: Licence unique, Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Vision Helpdesk.
Utilisateurs habituels du logiciel Vision Helpdesk :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME
Langues dans lesquelles Vision Helpdesk est disponible :
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc, ukrainien
Types de licences disponibles pour Vision Helpdesk:
Licence unique, Abonnement
Appareils pris en charge par Vision Helpdesk :
Android, iPhone, iPad
Applications s'intégrant à Vision Helpdesk :
FreshBooks, JIRA Software, LiveChat, Mailchimp, Shopify, SugarCRM, Twitter, VisitorTrack, Wordpress, Zoho SalesIQ
Ressources d'aide disponibles pour Vision Helpdesk :
FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
Talking to customers using Facebook, Twitter and other platforms is faster