Customer support & helpdesk
More efficient employees and more satisfied customers
VisionFlow is a powerful tool for delivering great support for products or services to customers and users. Our system is easy to use and very flexible and configurable. Get started quickly with a simple configuration or choose a more advanced set.
Support center with knowledge base
Structure the support using a knowledge base. Make it easy for support and users to find already documented information. With a knowledge base, support becomes less person-dependent and everyone can relieve and share knowledge between each other.
Full control of the issues status and handling
You will have full control of all the issues that have been received and where they are in the chain. Follow communication, ownership changes and status changes with ease. Our system is perfect for your internal help desk or customer service.
Phone, email, chat - gathered in one system
Never lose a issue again. With the help of VisionFlow, all your cases are gathered in one place with full traceability, regardless of whether the case was received via chat, e-mail, telephone or form.
Issues are created directly in VisionFlow
An incoming email will directly create a issue in VisionFlow. The issues are configured so that the information you think is important is registered on the issue and that the issue ends up with the right person or team.
Features for customer support
Live chat
The live chat feature makes it easy for you to communicate with your users and customers through an online live chat.
Knowledge base
Allow your users to browse through your documentation in the Knowledge base, while still keeping internal documents private.
SLA management
Ensure you are delivering service as per your set up SLAs. Such as responding within 2 days, or solving incidents within 24 hours.
Email integration
The email integration makes it possible for you to configure a project to create and add details to tasks based on incoming emails.
Issue management
Subscribe to issue events, use tags, change owner and/or department, private and public communication – all this and more in one view.
Issue planning
Set up recurring issues and meetings. Add contract due dates and reminders to ensure no task is forgotten or not handled on time.
Service catalogue
Set up a service catalogue where your customers can pick and choose from your available services and products. Quick and easy for everyone.
Dashboard
The customizable dashboard will be your landing page when you log on. Here you’ll get a complete overview and be able to organize your tasks.
Incident management
Handle incidents quickly by ensuring the incident is assigned to the appropriate team or person. Keep track of how the work progresses.
Asset management
With a powerful CMDB you’ll be able to structure and keep track of all your products, services, documents and assets.
Multi channel communication
Issues in VisionFlow can be created from incoming emails, sms, forms on a website, phone or manually.
Problem management with KEDB
Get a better overview of your known errors. You can easily run reports or use the filtering functionality.
Get an overview of all isuess and your support process through the dashboard
All users also have a personal dashboard where they can get a more specific overview of their own work and what tasks they have been assigned to themselves.
“Support users today have higher demands on transparency, they want to know what happens to their cases. […] VisionFlow meets our requirements and more.”
Robert Gehring, Head of Member, Publishing and Costumer Service at STIM
Set up VisionFlow as it suits you
Other solutions in VisionFlow that may be of interest to you
Issue Tracking
Manage, organize and communicate matters efficiently
CRM
Manage all customer interactions in one place
Product Development
Bring the entire organization together for faster and easier communication
