HelpDesk Articles

Helpdesk Solution with a New Attitude

Vision Helpdesk (http://www.thevisionworld.com), a powerful web-based helpdesk software that integrates various support channels (emails, web based helpdesk, phone or fax) at one central point for maximum control, is a new arrival to the helpdesk solutions market. Developed by India based ThinkSupport (http://www.thinksupport.net), a prominent outsourced support firm, Vision Helpdesk is making strides in developing the newest technological advances in helpdesk software.

ThinkSupport provides web hosting technical support and server management to hundreds of companies around the world. Through the company’s years of experience and extensive list of various helpdesk solutions, Sachin Jadhav, director of product endorsement and client communication at Vision Helpdesk, set out to create a helpdesk system that rivals other solutions already on the market. 

Vision Helpdesk launched its first version on April 2, 2008. Since then the company has sold licenses to nearly 400 customers from around the globe. So how did they develop a helpdesk solution to compete with other leaders in the industry and earn the loyalty of nearly 400 customers since April? Jadhav and his team know all the hurdles companies face with implementing and using a helpdesk solution.

“Our ThinkSupport team has been using and supporting a variety of helpdesk solutions for hundreds of customers,” said Jadhav. “Working with so many helpdesks over the years, we quickly learned which features do not work well and which features simply need to be redeveloped to work best in a support environment.” Jadhav’s team of support technicians faced many challenges with existing helpdesk solutions so a group of four lead developers, three database designers, and four design engineers got together and developed a solution that would overcome any obstacles that previously challenged the ThinkSupport team. 

Using the latest technologies such as PHP and AJAX, Vision Helpdesk claims to be faster than existing helpdesk solutions. In addition to making features faster and more accessible, the development team added a series of new features. Some of the new features are shown below. 

• Multi-company support management
• Multi-language support
• Billing system integration
• Anti-virus
• Helpdesk to helpdesk migration tools and much more

Vision’s innovative architecture provides a platform for companies to add and access multiple domains and multiple companies, all from one interface, eliminating the need for multiple helpdesk installations. For example, Vision supports staff for Company A, staff for Company B, and staff for Company C. Vision also supports staff for Companies A & B, staff for Companies B & C and so on. The system automatically separates staff and clients based on the administrator’s preferences.

Other features include login integration with popular billing systems, shopping cart systems, forums, and content management systems such as vBulletin, osCommerce, WHMC, and WordPress. Vision administrators can generate reports with charts, figures, and table of contents. Reports include work summary, SLA, response times, performance, and other statistics commonly used by support teams. Vision’s reporting tool provides recommendations, suggestions, and other information to help users make better decisions when using the system.

Vision allows users to submit, reply, and update tickets online or through emails clients such as Microsoft Outlook, Outlook Express, and other popular email clients. The system supports an advanced, yet friendly client side search feature so users can search their email or ticket using a single word or phrase found in the subject or body content.

The Vision team’s goal was to utilize their experience and ideas to develop a comprehensive and advanced helpdesk software solution that can be used by support teams of all sizes. Friendly interface design and feature simplicity add to Vision’s goals of building a helpdesk solution that can quickly gain ground as a leading solution for support teams. Jadhav stated Vision is an economical, cost-effective support system for any sized company.

Vision’s target audiences include web hosting, server management, software, and any online business or organization that offers online helpdesk support to their customers. “Vision is not just feature rich, but its main goal is to speed up online operations in order to meet customer needs by providing timely support in the most efficient manner possible,” said Jadhav. He added, “Vision Helpdesk solution offers a proper work flow for day to day operations and any previous communications with customers can be tracked and retrieved with ease.”

Vision Helpdesk provides increased productivity, easy client records management, staff performance records, and allows companies to meet their Service Level Agreement (SLA) requirements. Jadhav understands how important meeting SLA requirements are for companies. “With ThinkSupport, we manage thousands of servers and helpdesk tickets for companies that have high expectations when it comes to delivering fast, reliable responses from their support team.” ThinkSupport operates 24×7x365, supported by certified technicians and in-house developers on standby.

Recently Vision Helpdesk partnered with Ping! Zine web hosting magazine. Ping! Zine readers and subscribers get a free Vision Helpdesk annual license as a gift. “We want Ping! Zine readers to try Vision Helpdesk and experience the difference with our software,” concluded Jadhav.

About Dave Young

Dave Young is a professional writer and founder of Young Copy, a leading promotional and technical writing services firm. Visit www.youngcopy.com to learn how you can boost your company’s revenues.