Vision Helpdesk

Customer Support Help Desk Software

Help Desk Software

Multi channel customer support ticket management software.

Help Desk Software

Multi Channel

  • Convert email, phone, chat social media, and web requests into tickets and keep them organized.

Automate Your Help Desk

  • Automate tickets flow, define actions based on events and criteria.

Blabby

  • Private social hub for your staff agents to communicate, share knowledge, files, presentations, collaborate on ticket issues. Staff conversations remains within company thus offering privacy and data safety.

Gamification

  • Gamify your help desk platform by setting up agent achievement levels and quests. Your help desk becomes more productive, and your customers get timely resolution by happy agents.

Task Management

  • Get your project tasks done in simplified manner by creating, tracking and assigning tasks to multiple staff agents within seconds. Staff can post comments on task pages and creator gets notified on task progress.

Offer Paid Customer Support

  • Track time spent on tickets and bill your customers.
  • Time based billing
  • Tax rules
  • Create packages
  • Time tracking
  • Payment gateway
  • Billing reports
  • Ticket based billing

Self Service Customer Portal

  • Simplified tool to create awesome self service experience for your brand.
  • Responsive design
  • Ticketing
  • Solutions or Knowledgebase
  • SEO Optimized KB articles
  • Survey, Rating and Feedback
  • Knowledgebase suggestion
  • Profile and Sub contacts
  • Social Media Login Support

Self Service Customer Portal

  • Simplified tool to create awesome self service experience for your brand.
  • Responsive design - customer portal is optimized to be used on all devices.
  • Ticketing - customers can submit new or track their existing tickets.
  • Solutions or Knowledgebase - offer knowledgebase, download, suggestion and question and answer section for customers.
  • SEO Optimized KB articles - user friendly knowledgebase urls to improve search engine visibility.
  • Survey, Rating and Feedback - take survey, rate tickets and submit feedback comments to each ticket.
  • Knowledgebase suggestion - auto knowledgebase article suggestion while ticket submission.
  • Profile and Sub contacts - manage profile, create sub contacts and provide them access to tickets.
  • Social Media Login Support - customers can login with their Facebook, Twitter, Google+ and Linkedin accounts.

Satellite Help Desk

Manage customer support for multiple companies / brands / products at one place with single staff portal and each company having its own branded customer portal.

Satellite Help Desk

Why Satellite Help Desk?

  • Multiple Companies or Websites
  • If you run multiple companies or websites and wanted to offer customer support for all your companies through central help desk.
  • Multiple Brands or Products
  • If you run single company but offer multiple products and wanted to have separate branded helpdesk for each product.
  • End User Support
  • If you wanted to offer end user support (that is offering support to your customers end users)

Scale Customer Support Globally

  • One help desk to take care of your multiple companies with multiple languages support, multiple time zone and business hours.
  • Multi Language
  • Setup different language for each customer portal that reflects identity of specific brands/regions. Create knowlege-base in different languages to offer global support.
  • Multiple Schedules and SLA
  • Setup up different business hours, holidays and SLA and ticket automation rules for each company. Everything managed at single backend.
  • Multiple Time Zone
  • Each company or brand can have its own time zone. Staff can setup their own time zone to see tickets in their own local time zone irrespective of time zone set for companies.

Service Desk

Simplified service desk software for your business.

Service Desk

Asset Management

  • Keep track of IT assets right from procurement, maintenance, depreciation to disposal.

Asset Management Modules

  • Configuration Management Database (CMDB) - A database that contains all relevant information about each configuration item (CI) including the CI location.
  • Central source of reference All CI’s and managed and tracked centrally and referenced into different ITIL modules.
  • Location Support Manage CI items from different locations at one place.
  • Associate CI Associate CI with Incident, Problem, Change and Release.
  • CMDB Features:
  • Multi Level CI Type Create multi level CI type categorize and add CI to them
  • Search CI's Search CI items with few clicks
  • Custom Fields Create custom fields for CI items.

Product Catalog Management

  • Product catalog offers centralized approach and helps you manage the assets and products that you are currently using in your organization. you can also link product vendors right through products listing.
  • Product Catalog Features:
  • Link Multiple Vendors You can link multiple vendors and track each vendors price at one place.
  • Product Status Define product status and easily identify the products that are in production or expired.
  • Mode of procurement Set mode of procurement if its a leased or one time purchased product
  • Multi Level CI Type Setup multi level configuration item types category to make browsing through products easy.
  • Department wise products Differentiate products across departments thus making it easy to identify the usage.
  • Depreciation type Know the latest value of your products after calculating the depreciation.

Supplier or Vendor Management

  • Supplier management is the process that ensures that value is received for the money that an organization spends with its suppliers. additionally managing supplier performance and keeping accurate supplier records and information. further it also includes setting up contracts with vendors and managing all supplier and their contracts at central place.
  • Contract Features:
  • Link Supplier and Products Interchangeably you can link products with suppliers and vice a versa.
  • Compare Product Pricing Compare side by side vendor pricing offered for similar products.
  • Supplier Performance See how your vendors are performing, compare their pricing with other vendors
  • Setting Contracts with Suppliers create contracts, track contract timelines and get email notification on contract expiry or renewal.
  • Quick Search Specific Vendor Easy look up for vendor and products offered by them.
  • Managing relationships with suppliers Keep accurate information of supplier and maintain their overall relationship with your organization.

IT Service Catalog

  • Service catalogs is collection of IT services and products with multi level categorized structure and is available for customers within the organization. customers can access catalogs and request services with few clicks.
  • Service Catalog Features:
  • Multi Level Categorized Create different services with multi level tree structure
  • Search Tool Customers can search available services on customer portal
  • Custom Fields Create custom fields for different services.
  • Visible on Customer Portal Service catalog is visible of customer portal, customers can request services with few clicks.
  • Request Ticket The service request is created as a help desk ticket and addressed by respective department.
  • Link CI Link CI items to service requests

IT Service Financial Management

  • Determines the costs of services and provides financial accounting support to make sure expenditures fall within approved budgets and that funds are well spent.
  • Financial Management Features:
  • Plan and predict IT expenditures It gives detail information of all IT expenditures thus allows you to plan in advance.
  • Setup Depreciation Methods You can add different depreciation methods like Declining balance, Straight Line and Sum-of-years-digits.
  • Auto calculating book value Helps you know current book value of CI, products and assets.
  • Tracking current expenditures You can easily track current expenditure against budget

Contract Management

  • Create and track contracts between 3rd party or outside suppliers, this ensure product quality, consistency and at the right price.
  • Contract Features:
  • Contract Approval Setup approval process decide who approves contracts
  • Contract Timelines and Pricing Define contract duration and cost associated with respective product.
  • Expiry Notification Schedule contract expiry notification emails
  • Contract Approver Setup contract approver who can take decision on specific contract.
  • Associate CI Associate CI with contract to easily track which CI is affected with contract.
  • Attach Contract Documents Upload contract documents with contracts and refer them anytime.

Incident Management

  • Incident management term describes the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence.
  • Identification detect or report the incident
  • Prioritization prioritized the incident for better utilization of the resources and the support staff time
  • Investigation and Diagnosis if no existing solution from the past could be found the incident is investigated and root cause found
  • Registration register the incident in an ICM system
  • Diagnosis reveal the full symptom of the incident
  • Resolution and Recovery once the solution is found the incident is resolved
  • Categorization the incident is categorized by priority, SLA etc.
  • Escalation should the support staff need support from other organizational units
  • Incident closure the registry entry of the incident in the ICM system is closed by providing the end-status of the incident

Problem Management

  • Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Change Management

  • The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.

Release Management

  • Release Management encompasses the planning, design, build, configuration and testing of hardware and software releases to create a defined set of release components.

Knowledge-base Management

  • Staff knowledge-base Setup internal knowledge-base which can be used by staff members.
  • Setup multi level categorized self service portal and save customers as well as your time from answering repetitive questions.
  • Knowledge-base Create multi level categorized knowledge base
  • Question and Answer Setup question and answer portal where customers can post questions and others can respond to it.
  • Download Management Create downloads attach files and allow login clients to access download files.

Similar Apps

SnapEngage

Turn your visitors into customers and your customers into friends. SnapEngage lets you chat with your website visitors in real-time using a single line of JavaScript. You can use your preferred instant messaging client (connected to Google Talk or Skype) to instantly talk to your clients, guide them to certain pages and improve their overall experience exponentially. Be truly social and give SnapEngage a try today!

Starting At $49.00/Mo

SnapEngage

Live Chat for your website

Starting At $49.00/Mo

AppWise

With Unified Search across over 40+ leading cloud applications, easily find all your emails, documents and tasks in a couple of clicks.

Free

AppWise

Search everything, in one shot

Free

Route4Me Route Planner

Businesses can now plan and optimize multi-destination routes supporting up to 200 addresses per route for deliveries, pickups, service calls, etc. Route4Me is perfect for sales, real estate, food, and other uses.

Starting At $29.00/Mo

Route4Me Route Planner

Multi-Destination Route Planner

Starting At $29.00/Mo

Cisco WebEx Meeting Center

Host any business meeting online with Cisco WebEx Meeting Center - it's easy, interactive and highly effective. With this web conferencing service, you can present slides, collaborate on documents and keep everyone connected – no travel required.

Starting At $23.95/Mo

Cisco WebEx Meeting Center

Web Conferencing

Starting At $23.95/Mo

NABD

A next generation cloud based and on premise customer service support and case management system across traditional and social channels. NABD is closing the loop with customers and enhancing customer experience management. Streamline and automate case handling process by utilizing individual workflows for differing Organizations. With powerful routing engine, collaborative communication and correspondences templates, NABD guides your front and back office agents through the successful resolution path in the shortest timeframe and presents to your agents the next best action. It is a generic customer service support solution for all industries and it can be adapted to industry-specific needs.

Free

NABD

Next Generation Customer Service Support and Complaints management System

Free

Ungapped

Ungapped är en tjänst för marknadsföring via nyhetsbrev, enkäter/anmälningsformulär, inbjudningar och sms. I verktyget jobbar du med gratismallar eller anpassade mallar. Från mallarna skapar du utskick som går till befintliga och potentiella kunder eller medlemmar och i statistiken ser du hur mottagarna har öppnat och klickat.

Starting At $85.00/Mo

Ungapped

Den kompletta tjänsten för nyhetsbrev, SMS, inbjudningar och undersökningar.

Starting At $85.00/Mo

Freshdesk

A powerful helpdesk ticketing system designed to deliver exceptional customer support. It lets you efficiently categorize and prioritize issues, get as much information as possible about customers upfront and build a community of passionate customers through key features - multi product support, SLAs, automation features, a knowledge base, a self service portal and community forums presented in a simple and user friendly way.

Free

Freshdesk

World Class Customer Support Software

Free

Help Scout

Help Scout provides your team with a scalable help desk, while keeping the customer experience simple and personalized. Customers won't have to create an account or keep track of their ticket number because to them it works just like email. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

Free

Help Scout

Scalable customer support, no help desk headaches

Free

kayako

With kayako, your team will fly through more support tickets in less time, so they can focus on what matters: delivering that personal touch.

Starting At $0.00/Mo

kayako

Help Desk Software Customer Service Software Live Chat Software

Starting At $0.00/Mo

Get Satisfaction

Companies look to their consumer communities to modernize support, accelerate sales, differentiate from competitors, and stay current on what customers really want.

Get Satisfaction

Online Community, Better Together