# Vtiger Help Desk Reviews **Vendor:** Vtiger **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.1/5.0 **Total Reviews:** 12 ## About Vtiger Help Desk Vtiger's Help Desk Edition helps small and medium-sized business support organizations provide better customer support. It consolidates and centralizes support requests from multiple channels (including email, calls, the customer portal, chat, and social media) by automatically transforming them into cases in its case management tool, linking to related CRM contacts, and correspondence, notes, projects and other related objects. This provides support agents with a comprehensive history of the case's progress, enabling for more productive engagements and faster resolutions. The support edition's SLAs can be customized and applied based on rules to ensure that all cases are addressed in an appropriate amount of time. Insights and reporting tools help managers identify bottlenecks in the case pipeline, from overworked reps, to slow customer responses. An FAQ that's buildable from cases ensures and accessible to customers ensures no wasted time. All of this ensures that customers receive prompt, high-quality service, and that customer satisfaction scores remain high. ## Vtiger Help Desk Pros & Cons **What users like:** - Users find the **ease of use** in Vtiger Help Desk enhances ticket creation and management significantly. (1 reviews) - Users value the **intuitive ticket structure** of Vtiger Help Desk, making it easy to navigate and manage support requests. (1 reviews) - Users find Vtiger Help Desk to have a **simple ticket structure** that enhances user-friendliness and efficiency. (1 reviews) ## Vtiger Help Desk Reviews ### 1. Outstanding Experience from Start to Finish **Rating:** 5.0/5.0 stars **Reviewed by:** Kumar S. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2025 **What do you like best about Vtiger Help Desk?** Helps me create ticket structure format in user friendly manner **What do you dislike about Vtiger Help Desk?** Not as of now everything is neat as of all **What problems is Vtiger Help Desk solving and how is that benefiting you?** Creating and pushing the tickets to different platform ### 2. Ticket creation and managing tool for employees **Rating:** 3.5/5.0 stars **Reviewed by:** Srinath P. | process 1 system administrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2022 **What do you like best about Vtiger Help Desk?** Creating a case and monitoring the case is very easy and simple in Vtiger Help Desk. The dashboard looks simple and it contains a lot of features. **What do you dislike about Vtiger Help Desk?** We are not satisfied with the quality of the support team. The price is quite high and it is not matching as per the features. **Recommendations to others considering Vtiger Help Desk:** We must suggest to others if we know this application so that it will be useful for other users who are coming forward to purchase this product. **What problems is Vtiger Help Desk solving and how is that benefiting you?** Now we can able to do all the works in an automated manner and our effort is reduced after installing this Vtiger helpdesk. ### 3. Customer Care support **Rating:** 4.5/5.0 stars **Reviewed by:** Aamir S. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Vtiger Help Desk?** One of the best I like about the vtiger help desk the interface in very good and user friendly. It provides lots of options that options you need you can also customise these options too. Best thing is tickets is easily trackable. **What do you dislike about Vtiger Help Desk?** It's should provide some options in offline mode too because when our internet connection not working we can't do any work. And the cost of license is very high. **Recommendations to others considering Vtiger Help Desk:** It's also provide trial version too should try I'm sure after you gone love it this application. Best thing is easy to use. **What problems is Vtiger Help Desk solving and how is that benefiting you?** It's help me to track coustomar request very easily and quickly. And provide very fast communication between me and my clients and agent. ### 4. Vtiger Help Desk review **Rating:** 4.0/5.0 stars **Reviewed by:** Enrique A. D. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2021 **What do you like best about Vtiger Help Desk?** Collaborate quickly within and between teams to resolve customer issues on time. Assign co-owners for a case when a different team is working on the resolution without losing visibility of progress. **What do you dislike about Vtiger Help Desk?** Sometimes not the availability of the same people assigned **Recommendations to others considering Vtiger Help Desk:** Get smart recommendations for relevant answers. Vtiger's smart system learns as you use these recommendations to yield only the best answers. Use canned answers to answer frequently asked questions more quickly. **What problems is Vtiger Help Desk solving and how is that benefiting you?** Access to help desk ### 5. Vtiger Module Review **Rating:** 4.5/5.0 stars **Reviewed by:** Abel M. | Sales Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2021 **What do you like best about Vtiger Help Desk?** One of the most outstanding features is how customizable it is; you can add blocks, fields in every module and also represent processes and workflows with this excellent tool. **What do you dislike about Vtiger Help Desk?** Just a few things, it will be helpful maybe more apps available to integrate it **What problems is Vtiger Help Desk solving and how is that benefiting you?** Vtiger enables you to have a portal so you can manage your client's requests in a very effective way and have accurate metrics, so you can make decisions to improve the service you provide ### 6. Good Automation Tool for Support Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2020 **What do you like best about Vtiger Help Desk?** Vtiger has a lot of functions and reporting available which we are able to customize to our needs while offering proper analysis. We have a large number of incidents daily and the tool helps us keep organized. The product also offers a great support platform. The platform also integrated with sales which is a nice feature so sales could get insight into the supporting packages as well. This seems like something the sales team really appreciated and we were able to create some material surrounding this. **What do you dislike about Vtiger Help Desk?** I wish there was the option of offline capabilities available. This would make the process more effective while not slowing down our current processes. The ticket tracking process isn't extremely user friendly and can be improved some. For example, the customer satisfaction surveys have some room for improvement. **Recommendations to others considering Vtiger Help Desk:** I would recommend the solution should you have some ticketing or support concerns that needs some reporting. It's an effective tool and does help improve your overall company customer satisfaction. Vtiger has a lot of functions and reporting available which we are able to customize to our needs while offering proper analysis. We have a large number of incidents daily and the tool helps us keep organized. The product also offers a great support platform. The platform also integrated with sales which is a nice feature so sales could get insight into the supporting packages as well. This seems like something the sales team really appreciated and we were able to create some material surrounding this. **What problems is Vtiger Help Desk solving and how is that benefiting you?** I enjoy the custom reporting and analysis as it helps us see our areas of improvement and where we are excelling most. We were able to solve ticketing problems with the Vtiger Help Desk platform, this helped us not only solve customer concerns but also build reports around the ways we could also improve. These reports helped us become for efficient in the service we have provided to our customers. ### 7. Vtiger is a platform that will automate your technical support processes **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel V. | Soporte Técnico, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2019 **What do you like best about Vtiger Help Desk?** What really catches Vtiger attention is its variety of options. The reports can be customized through templates offered by the platform or allows you to upload your own templates. In the same way, it also allows me to modify analysis tools to better track the tickets that enter the support center. **What do you dislike about Vtiger Help Desk?** In some cases, notifications by email of updating a ticket do not arrive on time and the customer finds out when the problem is resolved. **Recommendations to others considering Vtiger Help Desk:** This application is very useful for companies that have a large flow of incidents daily. Thanks to Vtiger, the technical support in our company is completely covered, so that it is not difficult for us to attend the incidents of our clients and we can carry out a better communication with them. **What problems is Vtiger Help Desk solving and how is that benefiting you?** Vtiger has improved communication between our clients and agents, allowing us to capture the incident much faster. Additionally, this software allowed us to generate a knowledge base that answers several of our clients' possible queries, so that not all problems are solved with a support agent. ### 8. An exponentially complete support service with a great user interface **Rating:** 4.0/5.0 stars **Reviewed by:** Mario D. | Ingeniero Soporte Técnico , Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2019 **What do you like best about Vtiger Help Desk?** What I like most about this software is that it has a trial version to test functionalities. Another feature of Vtiger is its ticket system, which automatically organizes the incidents according to priority. The user interface is very fresh and has an organized view of all its tools, so it is very easy to navigate and deploy in it. **What do you dislike about Vtiger Help Desk?** I would like Vtiger to have an offline application to be able to view and edit tickets without an Internet connection, so if there is a failure in our Internet provider we can get ahead of the job. **Recommendations to others considering Vtiger Help Desk:** This software is very easy to use and I recommend that you at least use your trial version so that you are convinced of its full functionality and can learn more about its features. Vtiger has helped our support agents to improve their response times and to organize the incidents that enter the support center. **What problems is Vtiger Help Desk solving and how is that benefiting you?** Vtiger has saved us from having to organize a large number of incidents that previously entered through a technical support email. Since the first time we used this software, our assistance has improved markedly and our agents are more focused thanks to its notification system. ### 9. Vtiger: Better control and more effective tracking of tickets **Rating:** 3.5/5.0 stars **Reviewed by:** German S. | Soporte técnico, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2019 **What do you like best about Vtiger Help Desk?** The best thing about Vtiger is that you can automate ticket tracking through tracking activities that will allow you to operate in shorter times. I like notifications in CRM integration. It is also worth mentioning the loading speed of the platform is very fast. **What do you dislike about Vtiger Help Desk?** Vtiger has had some inconveniences of operability since we acquired it, where the platform has been dropped for one or two hours, however, it has not happened on many occasions. I would like the company you to worry more about the uninterrupted operation of the platform. **Recommendations to others considering Vtiger Help Desk:** I like the ticket system of this software. I also like the generation of productivity reports or customer satisfaction. I believe the company should ensure more for the uninterrupted operability of the software. I recommend it. **What problems is Vtiger Help Desk solving and how is that benefiting you?** Vtiger has changed the face of our support team. It has allowed us to better organize the incidents that occur in our organization. From using this software, we have been able to automate the allocation of tickets that enter the system and prevent them from being sent to areas that do not correspond. In addition, it allows us to give automatic responses to reduce the work of the review. ### 10. Helpful to streamline workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2020 **What do you like best about Vtiger Help Desk?** It’s extremely easy for users to open up tickets and for us to make sure that they are transferred to the correct wueue.The interface is very user-friendly **What do you dislike about Vtiger Help Desk?** I would like if we could have additional categories to classify tickets **What problems is Vtiger Help Desk solving and how is that benefiting you?** We have increased our efficiency by 60% ### 11. Vtiger is a wonderful platform for a complete customer support service **Rating:** 4.5/5.0 stars **Reviewed by:** Melvin A. | Soporte Técnico en Sistemas , Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2019 **What do you like best about Vtiger Help Desk?** Vtiger Help Desk has very good features such as its self-service, as it has a knowledge base portal to reduce the workflow of tickets. I also like being able to manage support through your live chat, to offer personalized assistance. In addition, it also offers service calls that are recorded for customer security and support agent. **What do you dislike about Vtiger Help Desk?** The initial configuration and customization of the platform may seem overwhelming with so many options available, but in the same way, Vtiger has a large number of guide manuals that are even on video to make the necessary modifications. He also receives support from his customer service. **Recommendations to others considering Vtiger Help Desk:** Vtiger Help Desk is easy to use and with great capabilities to provide customer support. There are enough manuals to take advantage of the use of all its services. In addition, the platform is very stable, since we started using it it has been available all the time without cuts. **What problems is Vtiger Help Desk solving and how is that benefiting you?** The main problem that we solved in the organization was the creation of a portal to offer ticket forms to our clients about problems, complaints or queries. We also use their live chat services and call service so that our customer service is on all possible channels and we can offer an optimal and efficient service. ### 12. Good Basic Helpdesk ticket Managment **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2018 **What do you like best about Vtiger Help Desk?** It is integrated with the sales, collections, contract and project processes **What do you dislike about Vtiger Help Desk?** The tracking of the tickets and their statistics is not very friendly, like your satisfaction survey **Recommendations to others considering Vtiger Help Desk:** If you are looking for this service desk tool, I do not recommend it, it is a basic tool for ticket management **What problems is Vtiger Help Desk solving and how is that benefiting you?** Problems that arise in the sales process you can create the tickets and relate them with a mention or by attaching the emails within the opportunity ## Vtiger Help Desk Discussions - [How much does vtiger cost?](https://www.g2.com/discussions/vtiger-help-desk-how-much-does-vtiger-cost) - [Is vtiger open source?](https://www.g2.com/discussions/vtiger-help-desk-is-vtiger-open-source) - [How Vtiger works?](https://www.g2.com/discussions/how-vtiger-works) - [What is Vtiger tool?](https://www.g2.com/discussions/what-is-vtiger-tool) - [Why some time it's stuck while working?](https://www.g2.com/discussions/why-some-time-it-s-stuck-while-working) - 1 upvote - [View Vtiger Help Desk pricing details and edition comparison](https://www.g2.com/products/vtiger-help-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+14%3A29%3A18+-0500&secure%5Bsession_id%5D=c021fdeb-da47-47bc-88d7-b03e66fd86ba&secure%5Btoken%5D=c2c89dd813364303b63ba67e0f96f06d6a4278e81c7c9559cf9a3c8838f9e891&format=llm_user) ## Vtiger Help Desk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Process** - Mentions - Tickets - Macros **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Channels** - Email - Social - Live Chat - Phone - Text **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Vtiger Help Desk Alternatives - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,309 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,492 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,658 reviews)