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Today’s consumers expect superior customer service because of the technology available in the marketplace. They are keenly aware of the resources companies have for gathering data about their customers, which they make use of in a variety of ways. One of the technologies businesses use to deliver on this expectation is help desk software, a tool used to enable customer support and give businesses a way to respond to service requests competently. The new Vision Helpdesk V4 takes the help desk software segment a step further by including three products to manage customer support for SMBs as well as enterprise level organizations.

The new version will have Help Desk Software, Satellite Desk (multi company or multi brand help desk) and Service Desk (ITIL / ITSM ready) available as software as a service (SaaS (News - Alert)) and downloadable licensing. The company said the new platform is still designed to give developers accessibility with its 90 percent open source code framework from its previous version. This will give businesses the ability to create solutions for the specific product and service they offer.

Help Desk Software has a multi-channel customer support ticket management capable of converting email, phone, chat social media, and Web requests into tickets and keep them organized. Companies can automate ticket workflow using rule based criteria to determine what action system should take on matching specific criteria conditions. Additional features include: SLA and escalation, paid customer support, ticket based billing, payment gateway, mobile apps and more.

Satellite Help Desk manages support for multiple companies, brands and products through a central help desk while giving each one a separate help desk. It can scale customer support globally with multiple languages, multiple time zones and business hours to reflect the identity of brand and region with customized support portal. It provides complete database level data isolation among companies with access restriction based on company and other criteria.

Service Desk contains all of the features in Help and Satellite Desk along with a range of ITIL/ ITSM modules, including asset, supplier, financial, contract, change, release, knowledge and incident management. These management modules are able to assess any incident by analyzing, identifying, prioritizing and fixing problems so they don’t take place in the future. They also ensure the IT department is always functioning at its optimal level by minimizing the impact of incidents and problems on business caused by mistakes within the IT infrastructure during any releases and/or changes.

“The Vision Helpdesk V4 version is a culmination of eight years of hard work by our team members and all of our customers who trusted us and helped the software to evolve through suggestions and feedback. V4 is well thought-out in all aspects. We have revisited every feature from previous versions and wrote a fresh code to improve existing help desk functionality and added several new features,” said Vishal J - Sales Manager.

By integrating all three solution in one platform, Vision Helpdesk V4 gives companies a product that addresses all of the major points in delivering the comprehensive customer service that consumers have come to expect.