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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (57.0% of reviews)
Entry-Level Pricing
$19.00
Starting at $59.00 1 Agent License Per Month
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansVivantio
Star Rating
(301)4.3 out of 5
Market Segments
Mid-Market (57.0% 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.
- Users report that Freshservice excels in its ticketing system, achieving a score of 9.5, while Vivantio's ticketing system scores 8.8. Reviewers mention that Freshservice's intuitive interface and streamlined ticket creation process significantly enhance user experience.
- Reviewers mention that Freshservice offers superior automation features, scoring 8.8 compared to Vivantio's 8.1. Users on G2 highlight Freshservice's automated ticket routing and prioritization as key strengths that improve efficiency in incident management.
- G2 users report that Freshservice's self-service platform is highly rated at 8.9, while Vivantio's self-service experience scores 8.4. Reviewers say that Freshservice's knowledge base and searchable articles provide users with quick access to information, reducing the need for direct support.
- Users say that Freshservice's ease of use is a standout feature, scoring 9.2, compared to Vivantio's 8.6. Reviewers mention that the user-friendly interface and straightforward setup process make Freshservice a preferred choice for teams looking to minimize onboarding time.
- Reviewers mention that both products have strong quality of support, each scoring 9.0. However, users on G2 report that Freshservice's support team is particularly responsive and helpful, which enhances the overall customer experience.
- Users report that Freshservice's reporting and analytics capabilities score 8.4, slightly higher than Vivantio's 8.2. Reviewers say that Freshservice provides more customizable dashboards and insightful analytics, allowing teams to track performance metrics effectively.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
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
Freshservice
Free Trial is available
Vivantio
Free Trial is available
Ratings
Meets Requirements
8.9
1,168
8.7
280
Ease of Use
9.2
1,170
8.6
281
Ease of Setup
8.8
953
8.2
149
Ease of Admin
9.0
957
8.4
143
Quality of Support
9.0
1,128
9.0
258
Has the product been a good partner in doing business?
9.1
932
8.9
137
Product Direction (% positive)
9.5
1,155
9.1
275
Features by Category
Ticket and Case Management
Not enough data
8.8
140
Not enough data
8.6
139
Not enough data
8.5
133
Not enough data
8.6
131
Not enough data
8.7
135
Not enough data
8.6
134
Not enough data
8.6
131
Not enough data
8.3
124
Generative AI
Not enough data
7.5
66
Not enough data
7.6
66
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.4
129
Not enough data
8.7
135
Not enough data
7.3
81
Not enough data
7.0
81
Not enough data
7.1
77
Platform
Not enough data
7.5
100
Not enough data
8.1
117
Not enough data
8.5
122
Not enough data
7.8
108
Not enough data
8.0
125
Not enough data
8.3
125
Administration
8.6
320
|
Verified
8.6
38
8.4
345
|
Verified
8.0
39
8.4
373
|
Verified
8.2
48
Service Desk
9.4
402
|
Verified
8.9
50
9.1
377
|
Verified
8.8
51
8.8
369
|
Verified
8.3
48
Management
8.5
312
|
Verified
8.3
49
8.9
319
|
Verified
8.8
45
8.8
283
|
Verified
8.9
39
8.5
286
|
Verified
8.5
37
8.2
230
|
Verified
8.5
29
Functionality
9.4
333
|
Verified
8.8
50
8.7
271
|
Verified
8.8
41
8.7
268
|
Verified
8.6
40
8.8
303
|
Verified
8.2
47
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
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
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
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
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
7.2
75
7.9
47
Self-Service Experience
8.4
136
8.0
70
8.7
132
8.0
72
7.1
112
8.1
58
7.6
114
7.9
57
8.2
133
8.1
75
Self-Service Platform
8.5
134
8.3
72
8.7
138
8.4
70
7.1
107
7.5
53
8.1
129
8.3
65
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
8.5
133
8.9
739
8.8
148
9.0
792
8.7
155
8.6
728
8.1
132
8.6
693
8.1
126
Reporting
8.6
774
8.3
150
8.2
637
8.2
139
8.2
616
8.0
117
Access & Usability
8.4
702
7.4
110
8.9
725
8.4
142
8.5
550
8.5
119
8.7
562
8.2
106
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT 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
Categories
Categories
Shared Categories
Freshservice and Vivantio are categorized as IT Service Management (ITSM) Tools, Service Desk, and Customer Self-Service
Unique Categories
Vivantio is categorized as HR Service Delivery, IT Asset Management, HR Case Management, Help Desk, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshservice
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Information Technology and Services
18.7%
Outsourcing/Offshoring
14.0%
Telecommunications
7.3%
Hospital & Health Care
3.3%
Financial Services
3.3%
Other
53.3%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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
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