Vision Helpdesk

Additional features

Help Desk Software

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

Multi-Channel Ticket Management

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

Blabby – Staff Collaboration

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

Help Desk Ticket Billing

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

Help Desk Gamification

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

Task Management

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

Knowledgebase & Forums

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

Help Desk Automation

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

SLA Rules and Ticket Escalation

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

Help Desk Time Tracking

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

Multi Language Help Desk

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

Customer Support Survey

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

Self Service Customer Portal

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

Secure Help Desk

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

Help Desk Reporting

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

Apps and Integrations (General)

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

Satellite Help Desk (Multi-Company Support)

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.

PINKVerify Certified Service Desk

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

IT Asset Management

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

Incident Management

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

Problem Management

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

Change Management

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

Release Management

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

Knowledgebase Management (Service Desk)

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

Supplier Management

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

Configuration Management Database (CMDB)

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

IT Service Catalog Management

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

Product Catalog (Service Desk)

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

Contract Management

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

IT Service Financial Management

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

Live Chat Software (Real-time Messaging)

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

Multi-Company Live Chat

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

Sales Conversion via Live Chat

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

ISO 27001

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

GDPR & EU Data Protection Compliant

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

Data Hosting Policy

Outlines the practices and locations where customer data is stored.

Data Deletion Policy

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

Data Backup Policy

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