Vivantio

Vivantio

4.1
(61)
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Welcome to the future of service. Meet a service management tool that combines the technical power of enterprise-level software with the flexibility of a modern cloud-based app.

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Showing 61 Vivantio reviews
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E
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"Impressive product "

What do you like best?

The application is logical and efficient promoting effective use. We are often surprised by additional features that provide well-thought out functionality. The workflow functionality was significantly better than we expected - it adds a lot of value.

What do you dislike?

I would like to see a means of filtering what is coming out of Active Directory so we can better leverage that functionality. A lot of other apps are dependent on AD so sometimes the accounts are not necessarily humans/computers. For most firms, this is not likely to be an issue.

Recommendations to others considering the product:

The implementation team's support has been great. One of the better experiences. They are very diligent about getting us answers to our questions and getting back to us quickly when they cannot answer immediately.

We probably could have gone live with the ticket system in a week had we wanted to. How fast you go depends on how much you want to do out of the gates.

We first bough the Pro version and that was a real value. We later upgraded to the ITSM version because we liked the added capabilities. They made it easy to upgrade and both offer a lot of functionality for you dollar. It is one of the few products that after acquiring it did we realize it did more than what we expected. This product seems to have more depth and breadth that some of the leading competitors.

What problems are you solving with the product? What benefits have you realized?

For us, it was the first comprehensive helpdesk/asset management tool with solid reporting. This gives us visibility into our IT organization.

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A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Vivantio for IT Ticket Management"

What do you like best?

Automated ticketing option is fantastic in Vivantio - it saves us a load of time processing cases logged by our customers, giving a better service.It's easy to configure, user-friendly and we have had excellent training and support.When digging deep into the software, it's highly customized and provides granular levels of access to a variety of features.

What do you dislike?

In my opinion, I have no complaints on Vivantio as I liked working with it very much.

Recommendations to others considering the product:

I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.Use the cloud base solution and you'll be guaranteed all the latest feature and updates as Vivantio moves forwards at a good steady pace.If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!

What problems are you solving with the product? What benefits have you realized?

User Interface is very comfortable, one can easily browse through available options to know what exactly it is for.

Managing multiple clients is made easier with Vivantio, client SLA's and user multi tenancy are straight forward.It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the budget.

What Service Desk solution do you use?

Thanks for letting us know!
Lorna E.
Validated Reviewer
Review Source

"Vivantio Flex"

What do you like best?

Flex is so easy to use and looks very modern. One of the imrovements I like is the viewing pane of a ticket history. Previously on laptop there was a very small portion of the screen visible, however, now you can actually see all of it.

What do you dislike?

So far nothing to dislike. There have been some minor differences from the previous version that our company are working with Vivantio to possibly restore. Such as the SLA tab now doesn't show how much time is left on an incident

Recommendations to others considering the product:

The Flex System is one of the better ones and as you can use it to imlement many of the Operations I would recommend it.

What problems are you solving with the product? What benefits have you realized?

Some slight adjustments with different view of customer SLA

AT
Administrator in Telecommunications
Validated Reviewer
Review Source

"Flexible software with a lot of potential"

What do you like best?

There is a ton of flexibility with this ticketing software. It can be configured to work just how your workplace requires. The Vivantio team are incredibly quick to respond to any issues and will go out of their way to help resolve them. It also links well with other systems due to easy to use webhooks and webmethods.

What do you dislike?

The dashboards could be more customisable, at the moment it is more practical to export the data to a business intelligence app to display the data rather than use in inbuilt dashboards.

Recommendations to others considering the product:

Highly recommend

What problems are you solving with the product? What benefits have you realized?

We use it as our main service desk ticketing software. It has become very easily to track on hold, in progress, resolved and closed tickets. Reporting on the data is also very simple and it can easily be extracted using the included Vivantio Report Builder.

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Excellent Product"

What do you like best?

I like that when you are in a queue you can see a preview of a ticket on the right hand side without clicking into the ticket itself. I also like that you can change the view of a queue

What do you dislike?

When in queues the tabs at the top display a distorted view and if the name has a lot of characters in it you can see the full name

What problems are you solving with the product? What benefits have you realized?

Issues with multiple jobs needed for one ticket. This can be done in Vivantio by assigning sub tasks to teams that all relate to the same issue

Alexander H.
Validated Reviewer
Review Source

"Fantastic product, even better service"

What do you like best?

The open and efficient support team are great. They deal with a lot of questions from me and always endeavour to find me a solution.

What do you dislike?

They could be better at communicating the improvements they are making. Though they are definitely getting better at this.

Recommendations to others considering the product:

This product is modern and constantly improving. They are working to increase how versatile and configurable the system is. Above all, they listen to the opinions and needs of their customers.

What problems are you solving with the product? What benefits have you realized?

The system is helping us automate an number of processes to improve service desk efficiency.

chandrashekar R.
Validated Reviewer
Verified Current User
Review Source

"Excellent"

What do you like best?

Accessing and features reporting pulling , time tracking ,

this has been the the best experience i have ever had comparing all the vivanta's. Every one is so super good and well trained that there is no scope of errors.

Vivantio’s client management feature allows you to access the interactions with your internal or external clients to proactively see their needs. With VivaDesk, all correspondence get tracked, whether they are coming from the customer or from a helpdesk employee of the business.

Through Vivantio’s reporting tools, one can easily track the calls processed, the types of calls, response times, among other things. This can allow businesses to evaluate the issues that need to be prioritized or addressed quickly to reduce future calls. It can also pinpoint problems with particular members of your helpdesk team for performance review.

What do you dislike?

So far I haven't come across any issue . the only issues is the connectivity which they have covered in the package if you take the right one

Recommendations to others considering the product:

nothing

What problems are you solving with the product? What benefits have you realized?

Fast and availability is high , As we used other ticketing tool before we have faced alot of issue with the performance .

Now time to spent on the ticket to update ticket has been fast when comparied with old tools

It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the bill.

AT
Administrator in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Fantastic Service Would 100% Recommend"

What do you like best?

The user functionality is second to none. As a company that has access and uses various ticketing systems I feel that Vivantio is simple to use however has complex functionality that allows us to integrate to other systems. Also a big plus is that our customers love the portals we provide to them.

What do you dislike?

The Vivantio reporting tool can be temperamental however this is something they are working on.

What problems are you solving with the product? What benefits have you realized?

We successfully integrated our alert management system with Vivantio using webhooks and workflows which has benefited us massively.

Tony R.
Validated Reviewer
Verified Current User
Review Source

"VIVANTIO Ticketing system"

What do you like best?

Vivantio is so user friendly and being the Service Desk Team Leader provides me with a wealth of information at a touch of a button, it provides an excellent mechanism for our customers to raise tickets via our self service portal and with future enhancements to this will enable us to streamline this process and provide further information and guides to our customers thus helping us reduce our call volumes by providing a self help section.

Vivantio shows me the state of our support queues as well as the other teams within our department, additional configurable elements have enabled us to setup notifications when tickets are reaching their SLA to ensure that we keep on top of our support calls, this all improves the overall service provided to customers which is what we aim for

What do you dislike?

Not having an sql background the report creation tool is not easy to use for someone like me, luckily there are enough people here with the required background.

Recommendations to others considering the product:

I would recommend Vivantio as a product for any IT Business / Service Desk team, the wealth of information you can get out of the system and ease you can get it compared to other ticketing systems I have used is fantastic.

The self service portal is a brilliant way to engage with your customers and if implemented correctly can provide your customers a wealth of information at a click of a button enabling your customers to help themselves ultimately helps your support teams, increases customer satisfaction and enables the IT team to concentrate on other areas which need focus

What problems are you solving with the product? What benefits have you realized?

Ability to target high impact services and reduce call volumes

Closley monitor other teams support queues and prompt them when tickets are near breaching sla

Jayasimha reddy M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Its been great experience to working with vivantio"

What do you like best?

We are Loging ticket for all over clients. Vivantio is over major Ticketing tool.

Which makes easy to log the ticket and also for analysis the issue and check the time logs and also its very fast to compare with others.

An industry-leading, award-winning service management software that can automate and streamline your organization’s service desk.

available in USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East

What do you dislike?

I am very happy with the tool..i do not have any dislikes in viavantio.

Anytime we come up with any issues Vivantio is quick to resolve our issues....

Majairoly No other dislikes about this Product overall.

Recommendations to others considering the product:

Yes, I will recommend it for all

What problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

JT M.
Validated Reviewer
Verified Current User
Review Source

"System Administrator"

What do you like best?

It's web based? It's faster than it used to be?

What do you dislike?

MOst everything else. The interface is built to work like a desktop application (e.g. double click on items instead of single click). Given that it's a web app it makes it clunky and cumbersome to deal with. For a long time it was really slow but it seems faster lately so not as bad.

Also, we have to pay for every user which is fine but I can't assign a task to any random person in our company who might be responsible because no one is going to pay for an account for all company users. This limits the collaborative features of the system to only a few users.

It uses yet another account (user/pass) that I have to keep track of and remember. The system really needs to implement OAuth or some other means to allow me to login with other accounts I have (Active Directory, hotmail, facebook, google, etc)

What problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

Adrian S.
Validated Reviewer
Verified Current User
Review Source

"Vivantio review"

What do you like best?

Highly configurable Saas solution which means we benefit from new features. It can be easily tailored to specific needs. We have been able to roll this out in to new business areas as a result.

Vivantio as a supplier are good to work with and have shown a commitment to respond to feedback / suggestions on their product - for example they recently they kicked off an annual user group forum session which we found really useful. We have been using VivaDesk for over two years and overall are very happy with the service

What do you dislike?

The advanced reporting tool (devexpress) isn't the most intuitive system to use, but Vivantio have taken feedback on board regarding this and we hope to see improvements in the near future

Recommendations to others considering the product:

I'd say get references from other customers of theirs, because in the recent user forum I found it useful speaking to other businesses to learn about how others use it, what the challenges / best practises are

What problems are you solving with the product? What benefits have you realized?

Incident, problem and change management are all done through VivaDesk. Our previous solution didn't have automation / business rules so we have seen huge benefits in this area since we started using VivaDesk

Muneer A.
Validated Reviewer
Verified Current User
Review Source

"Superb ticket management tool"

What do you like best?

I have been using Vivantio for a very long time, even the old version was quite efficient with process handling, however the new version has its magnificently enhanced features such as colour scheme to distinguish between different types and stages of a ticket, promotion of ticket to a project or change. Auto closure and raising of tickets which is synced with monitoring alarms. Vivantio has also proved to be very user friendly, for example we can create custom categories and sub-categories, creating self desired tabs and advanced features.

What do you dislike?

I really can't think of any dislikes, as I have previously used Service Now, Remedy and other ticketing platforms and Vivantio seems to have the best interface and design with all the required features.

Recommendations to others considering the product:

I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.

What problems are you solving with the product? What benefits have you realized?

being on service desk on a 24/7 shift, Vivantio is the only tool open in front of me all the time, I can have quick access to various company details, contacts, assets and incident history. The biggest benefit I have realised is that it keeps a track record of every service request, incident, change and project which have previously been worked on. If a customer had an existing issue and they email us their incident it will auto open/re-open an incident and provide all information just in the matter of few clicks.

David C.
Validated Reviewer
Verified Current User
Review Source

"An extremely versatile and robust ticket management system"

What do you like best?

Its ability to host multiple reports based off the tickets you have logged, and everything being easily accessible without any unnecessary clutter. It also includes a wide variety of fields per ticket that allows a wide variety of information per ticket to be recorded and filtered by. The email notifications for SLA breaches are extremely helpful on top of all this as the system gives you a chance to prevent the breach, and keep your SLA's with your clients in tract.

What do you dislike?

A small limitation of the note window not being resizable makes it difficult to view any previous notes when adding a new one, resulting in either having to cancel the new note you're creating, or keep moving the window around until you can read the notes below.

What problems are you solving with the product? What benefits have you realized?

The ability to keep track of the all internal issues in the same manner and professionalism as those of external, client based issues, makes it extremely helpful for issues to not be "forgotten" about.

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Amazing overall - landscaping just looks super clean! Loving the NEW and approve FLEX feature!"

What do you like best?

Search engine capabilities work amazing fast - Project view (Kanbab) easier to present and graph out for the upper management team. Training on how to use the ticketing system was super easy.

What do you dislike?

No Admin tab yet, most of my job function is within customizing reports and add details.

Recommendations to others considering the product:

Making your life easier with reporting and end user response on reading the KB articles

What problems are you solving with the product? What benefits have you realized?

Ticketing request and Knowledge base - easy of guiding end user/tech

Geoff W.
Validated Reviewer
Verified Current User
Review Source

"A handy tool for service management"

What do you like best?

I can see which of my staff is working on each ticket. I can see the status of every change and who each change is assigned to. The support staff are very helpful and quick in responding to queries.

What do you dislike?

The inability to automatically warn users if their tickets are about to go out of SLA. I cannot find a way to automatically set the status depending on who updated the ticket.

Recommendations to others considering the product:

The ability to create a workflow means that theoretically any status of change/ticket can be accommodated.

What problems are you solving with the product? What benefits have you realized?

Change control is very clear now. I have a view on how many changes are waiting attention and who they are assigned to, and make sure that all changes/tickets are given attention. I can run monthly reports on tickets/changes opened and closed and compare the numbers to previous months. I can measure individual and team performance.

Adam D.
Validated Reviewer
Verified Current User
Review Source

"Started Small & Grew"

What do you like best?

The ability to customise a standard product to make it "our own".

We started with the Service Desk solution, but moved to their ITSM solution which gave us even more.

What do you dislike?

I can't pin-point any specific "dislikes", but can say that when we've had issues, and hit a wall the Vivantio team have eagarly taken our request onboard, and added it to a road-map for future development.

This gives us a real "contributer" feeling

Recommendations to others considering the product:

Spend time talking to their sales team. They are best placed to guide you to the correct solution. If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!

What problems are you solving with the product? What benefits have you realized?

We've formalised our Change Management flow, built a robust Asset Register, and given our customers a Self Service Portal that we can manage without having to worry about massive overheads.

AI
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"A feature rich choice for helpdesk software"

What do you like best?

The ability to integrate various teams around its offering - tickets, tasks, reports and more. It means you can include everyone in your IT dept.

What do you dislike?

It seems to be missing a few features I would like, but their dev team are constantly improving it.

Recommendations to others considering the product:

Invest time setting it up

What problems are you solving with the product? What benefits have you realized?

Transparency mostly - all teams internally can track work according to the permissions and values you define so there is more openness and collaboration.

Nate N.
Validated Reviewer
Verified Current User
Review Source

"Great product, would recommend"

What do you like best?

I like the ability to manage our projects easily and quickly, streamlining our IT process. We really enjoy being able collaborate on projects without having to deal with emails or other confusing software.

What do you dislike?

I dislike that there are sometimes overly complicated processes for entering data. A more simple system for accessing information would make our process even better.

Recommendations to others considering the product:

Make sure that you are fully aware of the limitations that may come with using an in-house version of this product. We encountered many slowdowns as a result of hosting this ourselves. Going with the hosted solution made this a much quicker and streamlined product.

What problems are you solving with the product? What benefits have you realized?

We are constantly opening and closing tickets in our company, sometimes completing 20-30 tickets in a day. This system allows us to collaborate effectively.

Sowjanya M.
Validated Reviewer
Verified Current User
Review Source

"Vivantio is an awesome tool"

What do you like best?

I like the interface in Vivantio. We can easily log tickets and can pull reports from Vivantio. Its responsive rate is very high and it is a flexible and excellent ticketing tool.

What do you dislike?

In my view if there is a search box instead of pop up menu for categories list it would be more effective.

Recommendations to others considering the product:

Vivantio is a excellent ticketing tool.

What problems are you solving with the product? What benefits have you realized?

I am logging different types of tickets like Incidents ,Service requests,Changes and Problems in vivantio and assigning tickets to respective groups.Tickets have common attributes, such as ID, Status, Category and Priority.For Escalation cover team it is very easy for them to view their active tickets on which they are working or to be worked.

U
User
Validated Reviewer
Verified Current User
Review Source

"Great Functionality"

What do you like best?

Vivantio is very user friendly but also has great admin features to increase functionality.

What do you dislike?

Nothing as yet. Although i have admin access im not yet fully involved in what Vivantio can do.

What problems are you solving with the product? What benefits have you realized?

We use Vivantio to sort and visualise ticket volumes. This enables us to drill down into data using prepopulated and cutom fields enabling us a greater view of wor flows.

UO
User in Outsourcing/Offshoring
Validated Reviewer
Verified Current User
Review Source

"Service Desk Platform"

What do you like best?

Admin section is easy to navigate

Email updates and as a channel to open ticket is very helpful for the end users

After moving to SAAS the performance and response time has improved.

What do you dislike?

Small missing features;

- Manage who all can access what channel to open tickets

- Chat solution integrated, so the end users can chat with the tech

- Approval and process flow for approvals... need to make sure its email integrated. So users can approve tickets on the Phone thru a link

Recommendations to others considering the product:

Have seen the development road map for 2016, some of the features to go live in Q1/2, i think the product will become more robust and user friendly then.

What problems are you solving with the product? What benefits have you realized?

Enterprise platform to manage and route IT issues/ tasks.

Tracking all issues on a single platform has helped us to identify the recurring common themes and work internally to resolve them. The common view on Productivity for Support teams helps in future planning and forecast.

Chris M.
Validated Reviewer
Verified Current User
Review Source

"Deceptively powerful software"

What do you like best?

When digging deep into the software, it's highly customisable, and provides granular levels of access to a variety of features

What do you dislike?

It's not immediately obvious how to use most of the administration features, and reporting can be difficult at best

Recommendations to others considering the product:

Ensure the time is spent with the Vivantio consultants at the start of the process to make the setup much easier. While the support offering is good, with speedy contact times, it's difficult for somebody to walk into and setup once it's already in use

What problems are you solving with the product? What benefits have you realized?

Dashboards are easy enough to use when you understand the way data is stored, so BI is becoming increasingly better as time is invested in the software.

AI
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Vivantio has been an outstanding product for us and very glad we made the switch!"

What do you like best?

Ease of use and that it is a SaaS program making sure we are always on the latest version. When I was looking for a new solution we already had a help desk software solution but the issues of maintaining the server and doing the updates, that is if the updates were successful as it always appeared to have issues and now the SaaS solution makes this very simple in keeping up on version control.

What do you dislike?

That the annual fee has a 5% increase...... Other than that anytime we come up with any issues Vivantio is quick to resolve our issues.... No other dislikes.

Recommendations to others considering the product:

I would and have highly recommended this to another company that did move to Vivantio.

What problems are you solving with the product? What benefits have you realized?

We are a POS help desk and had high expectations of how the software should work and Vivantio has lived up to our expectations.

UO
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"It works - sometimes for some things"

What do you like best?

I'm at the VERY END of end users. It's ok, for managing tickets.

What do you dislike?

Behavior not dependable 24/7. Could be our company making changes, could be the site. It's "sketchy" often, 24/7 as to performance.

Recommendations to others considering the product:

There are better, more efficient ticketing systems. It is just "ok" as end user. Only made better by Admins making it so, and continuous adaption. If you need all that, get Remedy, and hire an Admin who can run it.

What problems are you solving with the product? What benefits have you realized?

I only work tickets. I need the Email feature to work as expected. It doesn't, always. Am not the person to answer the second question, but if I had to guess the answer is cost.

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Vivantio
4.1
(61)