Home > Help Desk Software > osTicket > osTicket vs Vision Helpdesk

osTicket vs Vision Helpdesk

Last Updated: November 18th, 2024

Our analysts compared osTicket vs Vision Helpdesk based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

Vision Helpdesk is a comprehensive help desk software solution designed to streamline customer support operations. It's an ideal choice for organizations of all sizes looking to improve efficiency and enhance the customer experience. Key benefits include centralized ticketing, customizable workflows, and advanced reporting capabilities.

Vision Helpdesk boasts popular features such as a user-friendly interface, knowledge base management, and multi-channel support. Its customizable dashboards provide real-time insights into team performance and customer satisfaction levels.

Compared to similar products, Vision Helpdesk stands out with its intuitive design and robust functionality. User reviews praise its ease of use, customizable features, and excellent customer support. Pricing is tailored to business needs, with flexible payment options available.

$10/User, Monthly

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$30 Monthly

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Product Insights

Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.

Enhanced Productivity: Streamline workflows, automate repetitive tasks, and empower agents with powerful tools to resolve issues faster and more efficiently.
Improved Customer Satisfaction: Provide exceptional support experiences with personalized interactions, self-service options, and proactive issue resolution.
Increased Agent Efficiency: Reduce agent workload and improve response times with AI-powered suggestions, automated ticket assignment, and knowledge base integration.
Comprehensive Reporting and Analytics: Gain valuable insights into help desk performance, identify areas for improvement, and make data-driven decisions to optimize operations.
Seamless Integrations: Integrate with CRM, email, and other business systems to centralize support processes and eliminate data silos.
Personalized Support: Tailor support experiences to meet the unique needs of different customers, building stronger relationships and fostering loyalty.
Knowledge Base Optimization: Create a robust knowledge base that empowers customers to self-resolve issues, reducing support volume and improving efficiency.
Enhanced Collaboration: Facilitate seamless collaboration between agents, supervisors, and customers through built-in chat, ticketing, and escalation features.
Scalability and Flexibility: Adapt to changing business needs with a scalable platform that can handle high ticket volumes and multiple support channels.
Cost Reduction: Reduce operational costs by automating tasks, optimizing agent utilization, and improving first-call resolution rates.

Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.

Ticket Management:
- Split Tickets: Split any customer ticket into a new ticket.
- Merge Tickets: Merge many tickets into a single ticket.
- Link Tickets: Integrate different tickets with a link.
- Custom Fields: Create additional fields on client registration forms and ticket creation.
- WYSIWYG HTML Editor: Use a lightweight HTML editor available with inline image support.
- Ban or Mark Spam: Mark a ticket as spam or ban a customer from submitting tickets.
- Inline Image Support: Add inline images to ticket posts.
- Export Ticket: Export CSV or pdf for tickets.
- Reply, Reply All and Forward Tickets: Reply all or forward tickets, just like email.
- Assign Multiple Staff Agents: Assign a single ticket request to multiple agents.
- Private Notes: Add a private note visible only to internal communication staff.
- Staff Comments: Leave comments on tickets for peers.
- Ticket Rating: Allow customers to rate or review tickets from the client portal.
Multichannel Help Desk:
- Email Integration: Create tickets using email parsing and web interface. Fetch emails using POP3, email piping, POP3 SSL, IMAP, IMAP SSL, POP3 TLS and IMAP TLS.
- Chat Integration: Integrate with third-party chat software and convert chats into support tickets.
- Facebook Integration: Convert and engage a brand’s Facebook page posts into tickets.
- Twitter Integration: Host a large community and convert visitor tweaks into tickets.
- Phone Integration: Integrate with third-party phone solutions and VOIP and convert phone calls into tickets.
Blabby Self Collaboration: Engage in a private or group discussion, share files and videos and collaborate on issues. Add hashtags in blab posts to allow everyone to see what’s trending. Get instant new blab notification and help other members to share knowledge.
Ticket Billing: Define and include tax with an invoice. Create a professional invoice and send it to customers. Set up different currencies for different companies and allow clients to purchase billing packages from the portal.
Gamification: Set up customizable achievement levels for agents, add quests with different badges, show achievements and badges on agent profiles and display achievements and staff levels on reports.
Task Management: Assign tasks to peers and get their comments instantly. Let staff update the progress by assigning tickets. Get instant notification if a user creates tasks or adds comments. Assign a start and end date to any task and track its progress.
Knowledge Base and Community Forums: Allow customers to get answers themselves by reading articles and other content on the website. Categorize articles in a structured way, decide whether to allow comments for a unit. Define who can access articles and add files with them.
SLA Rules and Ticket Escalation: Deliver timely responses, resolve issues in minimum turnaround time, monitor staff performance and set up workflow rules to escalate a ticket.
Time Tracking: Record time spent in solving customer queries, send invoices to customers with time tracking entries and integrate the platform with payment getaways to allow customers to pay online.
Reporting: Measure the metrics of an organization, analyze KPIs such as ticketing reports, customer reports and staff performance.

Product Ranking

#42

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#122

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Analyst Rating Summary

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User Sentiment Summary

86%

of users recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

90%

of users recommend this product

Vision Helpdesk has a 'excellent' User Satisfaction Rating of 90% when considering 92 user reviews from 3 recognized software review sites.

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4.7 (57)

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Awards

Synopsis of User Ratings and Reviews

Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.

User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.

Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.

Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.

Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.

Easy to use: Intuitive interface and straightforward navigation make it accessible for users of all technical abilities.

Centralized communication: Consolidated platform for all support channels (email, phone, chat) streamlines communication and eliminates ticket duplication.

Automation capabilities: Automates repetitive tasks, such as ticket routing and status updates, freeing up agents to focus on complex issues.

Customizable workflows: Allows businesses to tailor the software to their specific support processes, ensuring efficient ticket handling.

Detailed reporting and analytics: Provides insights into team performance, customer satisfaction, and areas for improvement.

Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.

Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.

Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.

Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.

Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.

Limited customization: Users have expressed dissatisfaction with the inability to fully customize the software to meet their specific business needs.

Sluggish performance: Several users have reported experiencing slow loading times and occasional glitches, which can hinder productivity.

Insufficient reporting capabilities: The software's reporting features have been criticized for being inadequate, making it challenging to extract meaningful insights and track key metrics.

Lack of integration options: Vision Helpdesk's limited integration capabilities with other business tools have been a pain point for users seeking a more cohesive workflow.

Subpar customer support: Some users have voiced concerns about the responsiveness and effectiveness of Vision Helpdesk's customer support, leading to frustration and unresolved issues.

Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution. However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

Vision Helpdesk’s user reviews over the past year have been predominantly positive, with many users praising its user-friendly interface, robust reporting capabilities, and ability to streamline their IT service desk operations. One reviewer noted that Vision Helpdesk's intuitive design made it easy for their team to learn and use the software, saving them valuable time and resources. Additionally, the software's comprehensive reporting features were lauded for providing valuable insights into team performance and customer satisfaction, enabling data-driven decision-making. Compared to similar products, Vision Helpdesk stands out due to its exceptional customization options. Users appreciate the ability to tailor the software to their specific needs, ensuring a seamless fit within their existing workflows. The software's open API also allows for seamless integration with other business applications, further enhancing its versatility and value. Vision Helpdesk is ideally suited for organizations seeking a comprehensive and customizable help desk solution. Its user-centric design, powerful reporting capabilities, and flexible integration options make it a valuable asset for businesses looking to improve their IT service delivery and enhance customer satisfaction.

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FAQ

How can I do a in-depth comparison of osTicket and Vision Helpdesk? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

What are the top-rated propducts for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Which Help Desk Software is rated the highest by users? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Is there a requirement template for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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