It's been two months since this profile received a new review

Vtiger Help Desk Reviews & Product Details

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.

Seller

Vtiger

Discussions

Vtiger Help Desk Community

Languages Supported

Arabic, Bulgarian, German, English, French, Hebrew, Croatian, Hungarian, Italian, Japanese, Dutch, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Turkish, Vietnamese, Chinese (Simplified)

Overview by

Kieran Kay (Software Engineer Intern at Groupmuse)

Pricing

Pricing provided by Vtiger Help Desk.

Help Desk Free

FREE

Up to 10 users free forever

Help Desk Starter

$10

/ user / month (annually)

View More Pricing Information

Top-Rated Alternatives

Zoho Desk

4.4/5

(7,159)

Zendesk for Customer Service

View All Alternatives

Vtiger Help Desk Media

Configure everything in Vtiger from an easy-to-understand and use settings page

A typical contact record in Vtiger, which is associated with cases and all other related records

A typical case in Vtiger including linked contacts, communications, related records, and the ability to reply or add a comment

Part of the case pipeline insights page in Vtiger. Each chart lets you drill down into the cases that are represented by each segment, so you can see the main causes of cases and bottlenecks

G2 reviews are authentic and verified.

Here's how.

Kumar S.

Manager

Mid-Market (51-1000 emp.)

12/5/2025

"Outstanding Experience from Start to Finish"

5/5

What do you like best about Vtiger Help Desk?

Helps me create ticket structure format in user friendly manner Review collected by and hosted on G2.com.

What do you dislike about Vtiger Help Desk?

Not as of now everything is neat as of all Review collected by and hosted on G2.com.

Srinath P.

process 1 system administrator

Enterprise (> 1000 emp.)

5/9/2022

"Ticket creation and managing tool for employees"

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Aamir S.

Project Manager

Small-Business (50 or fewer emp.)

8/25/2021

"Customer Care support"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Enrique A. D.

Software Engineer

Mid-Market (51-1000 emp.)

9/8/2021

"Vtiger Help Desk review"

4/5

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. Review collected by and hosted on G2.com.

What do you dislike about Vtiger Help Desk?

Sometimes not the availability of the same people assigned Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What problems is Vtiger Help Desk solving and how is that benefiting you?

Access to help desk Review collected by and hosted on G2.com.

Abel M.

Sales Representative

Mid-Market (51-1000 emp.)

6/25/2021

Business partner of the seller or seller's competitor, not included in G2 scores.

"Vtiger Module Review"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Vtiger Help Desk?

Just a few things, it will be helpful maybe more apps available to integrate it Review collected by and hosted on G2.com.

Verified User in Management Consulting

Mid-Market (51-1000 emp.)

6/25/2020

"Good Automation Tool for Support Teams"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Daniel V.

Soporte Técnico

Enterprise (> 1000 emp.)

11/28/2019

"Vtiger is a platform that will automate your technical support processes"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Mario D.

Ingeniero Soporte Técnico

Mid-Market (51-1000 emp.)

11/10/2019

"An exponentially complete support service with a great user interface"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

German S.

Soporte técnico

Small-Business (50 or fewer emp.)

9/24/2019

"Vtiger: Better control and more effective tracking of tickets"

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

9/26/2020

"Helpful to streamline workflows"

4/5

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 Review collected by and hosted on G2.com.

What do you dislike about Vtiger Help Desk?

I would like if we could have additional categories to classify tickets Review collected by and hosted on G2.com.