Compare Freshdesk and Vivantio 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (57.6% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starting at $59.00 1 Agent License Per Month
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansVivantio
Star Rating
(298)4.3 out of 5
Market Segments
Mid-Market (57.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $59.00 1 Agent License Per Month
Learn more about VivantioSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its clean interface and easy navigation. Users find that it significantly reduces stress when managing multiple customer queries, thanks to features like ticket automation and a comprehensive knowledge base.
- According to verified reviews, Freshdesk's implementation process is notably quick and intuitive, making it easy for new hires to get up to speed without extensive training. This is a stark contrast to Vivantio, where users mention that while it offers powerful configuration options, the initial setup can be more complex.
- Users say that Freshdesk's automation features are a game-changer for customer support teams, allowing them to streamline workflows and reduce manual tasks. In comparison, Vivantio also offers automation but is often highlighted for its customization capabilities that cater to specific organizational needs.
- Reviewers mention that Freshdesk's pricing transparency and entry-level cost make it an attractive option for small businesses, with many users appreciating the value it provides at a starting price of just $19. In contrast, Vivantio's starting price of $59 may be a barrier for smaller teams.
- G2 reviewers highlight that while Vivantio provides a robust solution for IT service management, it tends to cater more towards mid-market organizations. Users appreciate its ability to manage a wide range of tickets, but some feel it may not be as accessible for smaller teams compared to Freshdesk.
- According to recent feedback, both platforms receive high marks for support quality, but Vivantio edges out slightly with users noting its collaborative approach and effective alignment of IT services. However, Freshdesk's support is also well-regarded, particularly for its responsiveness and helpful resources.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Vivantio
Feature-inclusive, fully configurable service platform
Starting at $59.00
1 Agent License Per Month
Access to the Vivantio Platform always includes: 1) every available feature, 2) your choice of data centers, 3) in-house professional services, 4) a Customer Success Manager, 5) US and UK telephone, email, and self-service support.
Pricing varies based on number of licenses:
500 system users - $59 per named license / $89 per concurrent license;
200 users - $69 / $104;
100 users - $78 / $118;
50 users - $83 / $125;
25 users - $91 / $137;
15 users - $95 / $143;
5 users - $99 / $149
- Unlimited configurable ticket types
- Task management
- Client, asset & knowledge management
Free Trial
Freshdesk
Free Trial is available
Vivantio
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.7
277
Ease of Use
8.9
3,279
8.6
278
Ease of Setup
8.6
2,336
8.1
146
Ease of Admin
8.7
2,198
8.4
143
Quality of Support
8.7
3,154
9.0
255
Has the product been a good partner in doing business?
8.8
2,121
8.9
137
Product Direction (% positive)
8.8
3,229
9.1
272
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.8
140
8.8
2254
|
Verified
8.6
139
8.5
2179
|
Verified
8.5
133
8.5
2058
|
Verified
8.6
131
8.3
1807
|
Verified
8.7
135
8.5
2089
|
Verified
8.6
134
8.7
2018
|
Verified
8.6
131
8.3
1372
|
Verified
8.3
124
Generative AI
7.3
328
7.5
66
7.4
324
7.6
66
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
57
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
8.4
129
8.9
2087
|
Verified
8.7
135
8.4
1313
|
Verified
7.3
81
8.0
1190
|
Verified
7.0
81
7.9
935
|
Verified
7.1
77
Platform
8.1
1156
|
Verified
7.5
100
8.1
1658
|
Verified
8.1
117
8.6
1548
|
Verified
8.5
122
8.3
1149
|
Verified
7.8
108
8.0
1875
|
Verified
8.0
125
8.3
1962
|
Verified
8.3
125
Administration
Not enough data
8.6
38
Not enough data
8.0
39
Not enough data
8.2
48
Service Desk
Not enough data
8.8
49
Not enough data
8.8
50
Not enough data
8.3
47
Management
Not enough data
8.3
48
Not enough data
8.8
45
Not enough data
8.9
39
Not enough data
8.5
37
Not enough data
8.5
29
Functionality
Not enough data
8.8
49
Not enough data
8.8
41
Not enough data
8.6
40
Not enough data
8.2
46
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customization
Not enough data
Not enough data
Not enough data
Not enough data
HR Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Logistics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Asset Inventory
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
6.3
5
Not enough data
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Investigation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Employee Experience
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
8.1
117
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
7.9
47
Self-Service Experience
8.7
960
8.0
70
8.6
912
8.0
72
8.3
684
8.1
58
8.2
239
7.9
57
8.4
257
8.1
75
Self-Service Platform
8.5
253
8.3
72
8.7
261
8.4
70
8.0
222
7.5
53
8.5
238
8.3
65
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Incident Management
Not enough data
8.5
133
Not enough data
8.8
148
Not enough data
8.7
155
Not enough data
8.1
132
Not enough data
8.1
126
Reporting
Not enough data
8.3
150
Not enough data
8.2
139
Not enough data
8.0
117
Access & Usability
Not enough data
7.4
110
Not enough data
8.4
142
Not enough data
8.5
119
Not enough data
8.2
106
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Vivantio are categorized as Help Desk and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, Social Customer Service, and Live Chat
Vivantio is categorized as IT Service Management (ITSM) Tools, Service Desk, Customer Service Automation, IT Asset Management, HR Service Delivery, and HR Case Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Vivantio
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Information Technology and Services
18.9%
Outsourcing/Offshoring
14.1%
Telecommunications
7.4%
Consumer Services
3.4%
Facilities Services
3.4%
Other
52.9%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Are there any plans for a mobile app?
3 Comments
NE
Hi Wayne,
Thank you for reaching out to us and although we currently have no plans for a Mobile Application on our 2022 Product Roadmap our FLEX UI was...Read more
Vivantio has no more discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
