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General Info.

What is Vista helpdesk?

Vista helpdesk is a cloud-based customer support and helpdesk ticketing software.

Is Vista helpdesk web-based?

Yes, Vista Helpdesk is web-based which means it will be accessed from anywhere through working internet connection from any device. It can also be accessed from anywhere using Android and iOS Apps. You just need to sign up with us at http://vistahelpdesk.com/signup.

How can I get started with Vista Helpdesk?

To create Vista Helpdesk account:

  • Please enter your email address at http://vistahelpdesk.com/signup and click Get Started.
  • We will send you an email with a link to verify your email address.
  • A registration page will open fill up the details and submit the information.
  • Your account is created with Vista helpdesk. It's that simple.
How can I contact Vista Helpdesk if I have any questions or need help ?

Support is available 24/7 by email (support@vistahelpdesk.com) and during business hours through live chat. You can also create a support ticket from our Support Portal. We try to answer your queries within 24 hours.

What plans or pricing are available for Vista Helpdesk?

We have 2 plans, Basic and Premium. Please visit https://vistahelpdesk.com/pricing to compare plan features.

Can I get a unique company URL for helpdesk support portal?

Yes, you can have custom/unique support portal URL for your company such as support.yourcompany.com. Select our Premium Plan to get this feature.

Can I add my company logo or name on self-service portal?

Yes you can, once you login to your Support Portal, click on Settings → Portal Settings. You can add your company logo, favicon and company name. You can also customize support portal color theme that matches with your website color.

How to upgrade/downgrade my Vista Helpdesk plan?

Follow these steps to upgrade/downgrade your Vista Helpdesk subscription plan:

  • Click on your name in upper right corner and go to My Account.
  • Click Payment Information from the left sidebar.
  • Select the Premium Plan and fill payment details to upgrade, while to downgrade just decrease the number of Agents.
  • Click Save.
I forgot my helpdesk URL/link. Need Help.

No worries. Visit http://vistahelpdesk.com/signup/login, click on 'Don't Remember your Company's URL?'. Then enter your Email ID and we will send you an email with your custom helpdesk link.

I forgot my helpdesk account password. How to recover it?

Navigate to your Vista Helpdesk Portal. Now click 'Forgot Password' on the Login page. Enter Email ID to get Reset Password details.

How do I share feedback, suggestion or feature request?

You can email us at support@vistahelpdesk.com or join us on Live chat. We'd love to hear from you to make Vista Helpdesk better for everybody.

Is Mobile App available for Vista helpdesk?

Yes, you can install Vista helpdesk Mobile App from Google Play Store or Apple App Store.

Is my information secure on Vista helpdesk?

Yes, Absolutely. We value your privacy and ensure that your data is secure and it is not share with any third party. Please read our Terms of Service and Privacy Policy for more details.

What can I use Vista Helpdesk for?

You can use Vista Helpdesk for your Customer Support. You can respond your customer requests, queries, provide knowledge base help articles, carry out Community discussion over a topic and lots more.

Software Features

How to add a new Ticket?

To create a new ticket follow these steps:

  • Log in to your company support portal e.g. abcompany.vistahelpdesk.com from Web/Android/iOS apps
  • Click on Add from the Top Menu bar of the Vista Helpdesk portal and select New Ticket from the dropdown. Or Click on the Add New button from the Ticket listing page in the Ticket module.
  • Fill all the required details and click Save.

Note: For more details please refer to our help section.

Can I delete ticket(s)?

Yes, Admin can delete tickets. But Agents can delete a ticket only if they have permission for it.

How to edit Ticket Details?

Navigate to Tickets detail page by clicking the particular ticket from the Ticket list. Click on the Edit under the More button and then edit screen will be opened. You can edit the Ticket details like Status, Priority, Type, Agent, etc. But you cannot change the Requester of the ticket.

How to add a new agent?

To add a new agent get going with these steps:

  • Click on Settings → Agents, once you login to your Support Portal.
  • Click Add New. Fill the required Agent details like Personal details, Agent Role, Department etc.
  • Click Save to get going.
Can I set permissions for agents of my helpdesk?

Yes, as a Admin of your helpdesk you can set permissions for all your Agents. After login to your Support Portal, go to Settings → Agent Roles. Click Add New to create new role, selecting the role permissions for particular type of Agents.

Can I review Agent or Department performance?

Yes, Admin can review Agent or Department performances. To view performance reports go to Reports from Left Menu bar. Check the reports as per your choice.

Billing

I want to Cancel Recurring Payment of my Paid Account. What do I need to know?

To stop/cancel recurring payment for Vista helpdesk follow below steps:

  • Click on your name in upper right corner and go to My Account.
  • Click Payment Information from the left sidebar.
  • Click the Cancel Recurring Payment button.
  • Check the checkbox under Cancel Recurring Payment and click Cancel Payment button.
  • Choose the reason for canceling the payment and click Yes.
What happens when I upgrade from monthly to yearly plan?

We allow you to choose how you want to be billed monthly or yearly. If you are in the middle of a billing cycle then this change will not be processed until the start of your next billing cycle. This means that if you decide to change your monthly subscription to a yearly subscription with 15 days remaining in that month, that change will be effective after the completion of 15 days.

What happens when I downgrade from yearly to monthly plan?

We allow you to choose how you want to be billed monthly or yearly? If you are in the middle of a billing cycle then this change will not be processed until the start of your next billing cycle. This means that if you decide to change your yearly subscription to a monthly subscription, after a month into your first year then the change will be effective after the completion of eleven months.

What happens if I cancel my subscription?

The recurring payment will be canceled by the next recurring date if you cancel your payment. You can continue using Vistahelpdesk.com services till the next recurring date. After that date, your services will be canceled. You will still be able to login to your account for 365 days from the cancellation date. You will not be able to modify any details, you will be able to view details.

Can I get a refund if I cancel my subscription?

We do not provide refunds for canceled accounts: No refunds or credits for Subscription Charges or payments will be provided if you opt for terminating your subscription service prior to the end of your Subscription Term.

What happens when I add more agents?

If you add more agents then you will be charged for the number of days remaining for your next billing cycle and from your next billing date, you will be charged for all the agents accordingly.

What happens when I remove agents?

If you remove agents then from your next billing date, you will be charged for all remaining agents accordingly.

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