Vision Helpdesk

Centralizes customer support by allowing staff to receive, process, and respond to various incident or service requests from customers.

Gathers all customer conversations into a single system, pulling interactions from email, web portals, Twitter, Facebook, phone calls, and live chat.

Facilitates internal communication and teamwork among support staff, enabling them to resolve issues more efficiently.

Allows for the tracking and management of billable time associated with customer support tickets, useful for service-based businesses.

Introduces game-like elements and rewards into the support process to motivate staff and enhance productivity and engagement.

Provides tools for organizing, assigning, and tracking specific tasks related to customer support or IT operations.

Offers self-service options for customers to find answers to common questions and for staff to quickly access information, reducing support load.

Automates routine support tasks and workflows, such as ticket routing, notifications, and auto-responses, to improve efficiency.

Enables the setting up of Service Level Agreements (SLAs) and automatic escalation rules to ensure timely responses and resolutions for tickets.

Records the time spent by agents on individual tickets, useful for performance monitoring and billing.

Supports multiple languages, allowing businesses to provide customer support to a diverse, global audience.

Integrates tools to collect feedback from customers after support interactions, helping to measure satisfaction and identify areas for improvement.

Provides a dedicated online portal where customers can submit tickets, track their request status, and find answers independently.

Implements security measures to protect sensitive customer and business data within the help desk environment.

Generates comprehensive reports and analytics on various help desk metrics, offering insights into performance, trends, and customer satisfaction.

Refers to the capability to connect and integrate with other third-party applications to enhance functionality and streamline workflows.

A unique feature that allows a single Vision Helpdesk instance to manage customer support or IT service desk functions for multiple distinct companies, brands, or products while keeping their data, staff, and end-users completely isolated.

Indicates that the Service Desk functionality is certified as compliant with ITIL (Information Technology Infrastructure Library) best practices for IT Service Management.

Manages and tracks IT assets (hardware, software) throughout their lifecycle, including inventory, deployment, and maintenance.

Streamlines the process of identifying, logging, diagnosing, and resolving IT service incidents to restore normal service operation as quickly as possible.

Focuses on identifying and resolving the root causes of recurring incidents to prevent future occurrences.

Manages the process of implementing changes to IT services and infrastructure, ensuring they are introduced smoothly with minimal disruption.

Oversees the planning, scheduling, and control of the release of new and updated IT services into production environments.

A dedicated knowledge management system within the service desk to create, share, and maintain articles for both agents and end-users.

Manages relationships and contracts with third-party suppliers involved in delivering IT services.

A centralized repository for information about all IT components (configuration items) and their relationships, supporting ITIL processes.

Creates and maintains a catalog of all IT services offered to users, making it easy for them to request services.

Manages a catalog of products or services offered, which can be linked to service requests.

Tracks and manages IT-related contracts with vendors and service providers.

Manages the budgeting, accounting, and charging for IT services.

Provides a secure platform for real-time text chat, designed to improve customer engagement and support agent productivity.

The live chat feature also supports the ability to handle chats for multiple companies or brands from a single interface.

Empowers sales teams to engage with website visitors directly through chat, aiming to convert them into paying customers.

2013 Certified: Indicates adherence to international standards for information security management, ensuring data protection.

Meets the requirements of the General Data Protection Regulation and other EU data protection laws.

Outlines the practices and locations where customer data is stored.

Specifies how and when customer data is permanently removed from the system.

Details the procedures for backing up data to ensure recovery in case of data loss.