| Audyense Score | 29AS*Bajo | 59AS*Aceptable |
| Posicionamiento | Vision Helpdesk is an all-in-one help desk platform for businesses of all sizes. | Mesa de ayuda de código abierto que puedes autoalojar o ejecutar en la nube |
| Plan gratuito | Sí | Sí |
| Implementación | Nube / SaaS | Nube / SaaS, Instalación local |
| Mejor encaje | Startup, PYME, Mediana empresa | Startup, PYME, Mediana empresa, Empresa |
| Planes de precio | - Free or entry planFree
- Higher tiersCustom pricing
| - Community (self-hosted)Free
- Starter v2 (hosted)€7
- Professional v2 (hosted)€16
- Plus v2 (hosted)€25
- Business (self-hosted support)€2,999
- Enterprise (self-hosted support)€5,999
- Corporation (self-hosted support)€9,999
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| 3rd party single login and integrations | SíDocumented in the independently researched profile. | — |
| Automation | SíDocumented in the independently researched profile. | — |
| workflow | SíDocumented in the independently researched profile. | — |
| and escalations | SíDocumented in the independently researched profile. | — |
| Blabby – private social hub for your staff members | SíDocumented in the independently researched profile. | — |
| Calendar and task Management | SíDocumented in the independently researched profile. | — |
| Client Management | SíDocumented in the independently researched profile. | — |
| E-Mail parsing | SíDocumented in the independently researched profile. | — |
| Integration with several scripts | SíDocumented in the independently researched profile. | — |
| Manage multiple companies support | SíDocumented in the independently researched profile. | — |
| Multi-channel – Facebook | SíDocumented in the independently researched profile. | — |
| Twitter | SíDocumented in the independently researched profile. | — |
| phone | SíDocumented in the independently researched profile. | — |
| Chat | SíDocumented in the independently researched profile. | — |
| Shared inbox & ticketing | — | SíShared ticket queue with group tree structure, permissions, saved 'Overviews', mentions/watch and editing-conflict warnings. |
| Live chat & messaging | — | SíBuilt-in web chat widget; on hosted plans chat starts at Professional v2, not Starter. |
| Omnichannel support | — | SíEmail, web form, SMS, chat, Telegram, WhatsApp Business, Facebook and phone/CTI. Channel availability is tiered on hosted plans; all channels only on Plus v2. |
| Knowledge base & help center | — | SíMultilingual knowledge base; hosted Professional v2 is monolingual, multilingual requires Plus v2. |
| Automation & macros | — | SíTriggers, scheduler jobs, macros, text modules and Core Workflows (Core Workflows on hosted require Plus v2). |
| SLA management | — | SíSLAs and escalations with business hours; on hosted plans available from Professional v2 upward. |
| CSAT & satisfaction surveys | — | ParcialNo native automated CSAT survey; satisfaction ratings can be built via a custom ticket attribute plus Core Workflows and triggers. |
| Reporting & dashboards | — | ParcialDashboard and admin-configurable Report Profiles exist, but reviewers describe analytics as shallow; deeper analysis is pushed to Grafana or Kibana. |
| AI features | — | SíZammad 7.0 added AI Ticket Summary, AI Writing Assistant and AI Agents; offered as an optional add-on, with local LLMs such as Ollama supported. |
| Public API | — | SíDocumented REST API plus webhooks; migrators exist for OTRS, Freshdesk and Zendesk. |
| Integraciones verificadas | — | — |
| Valoración agregada | 9.2 · No reviews yet | 4.6 · 7 reviews |
| Integraciones | — | Microsoft 365Microsoft ExchangeMicrosoft TeamsLDAP / Active DirectoryGitHubGitLab+12 más |
| Seguridad y cumplimiento | — | GDPRISO 27001 |
| Pros | - +Independent review documents a concrete business workflow
- +Documented capability: 3rd party single login and integrations
- +Documented capability: Automation
- +Documented capability: workflow
- +Documented capability: and escalations
| - +Interfaz de agente moderna e intuitiva que los reseñadores califican repetidamente como más fácil de incorporar que sistemas heredados como OTRS
- +Edición de código abierto autoalojada gratuita, sin licencia por agente; los reseñadores de Capterra calificaron la relación calidad-precio con 5.0 sobre 5
- +Consolidación multicanal genuina: el correo electrónico, el chat, los SMS y los canales sociales llegan a una sola cola en lugar de herramientas separadas
- +Sólida automatización (disparadores, programadores, macros, Core Workflows), además de integración con LDAP/Active Directory y una API REST documentada
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| Contras | - −Pricing and usage limits should be checked against the exact plan
- −Implementation effort depends on the team's data and process maturity
- −Reported outcomes should be validated with the buyer's own data
| - −Los informes y análisis integrados carecen de profundidad; los informes personalizados requieren un esfuerzo adicional y el análisis más profundo suele delegarse a Grafana o Kibana
- −La huella de autoalojamiento es considerable: PostgreSQL, Elasticsearch, Redis y una pila de Ruby que pocos técnicos pueden depurar
- −Según varios reseñadores, el rendimiento se degrada a medida que crece el volumen de tickets
- −El portal de cara al cliente está menos pulido que el de los competidores comerciales, y la sintaxis de búsqueda requiere experiencia para recuperar tickets históricos de manera eficiente
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Audyense