--- title: Vivantio Reviews meta_title: 'Vivantio Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 295 reviews by the users' company size, role or industry to find out how Vivantio works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 295 scale: '5' date_modified: '2026-08-04' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Vivantio Reviews **Vendor:** Vivantio **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.3/5.0 **Total Reviews:** 295 ## About Vivantio Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems. ## Vivantio Pros & Cons **What users like:** - Users value the **efficiency** of Vivantio, enhancing productivity through automation and effective monitoring of tasks and SLAs. (25 reviews) - Users value the **customizability** of Vivantio, enabling tailored solutions and personalized dashboards for enhanced efficiency. (23 reviews) - Users appreciate the **customization and automation features** of Vivantio, enhancing customer service and workflow efficiency. (23 reviews) - Users praise the **ease of use** of Vivantio, enhancing IT service management and overall team productivity. (13 reviews) - Users praise Vivantio for its **helpful and reliable customer support** , enhancing incident management and service requests effectively. (11 reviews) - Users value the **extensive customization** options in Vivantio, enhancing workflows and improving incident management processes. (11 reviews) - Automation (10 reviews) - Tracking (10 reviews) - Monitoring (9 reviews) - Ticketing System (9 reviews) **What users dislike:** - Users find a **high learning curve** with Vivantio, requiring extensive self-education and planning for effective use. (11 reviews) - Users report **poor performance** with Vivantio, especially when handling large volumes of tickets and databases. (8 reviews) - Users often experience **slow performance** with Vivantio, especially when handling large ticket volumes or complex cases. (7 reviews) - Users find the **complexity of administration** overwhelming, especially with extensive configurations and slow ticket handling. (6 reviews) - Users find the **inadequate reporting** in Vivantio frustrating, with challenging configurations and limited automation hindering efficiency. (6 reviews) - Users experience **slow loading** issues with Vivantio, particularly when handling large volumes of tickets and databases. (6 reviews) - Complex Setup (5 reviews) - Users find the **learning curve steep** with Vivantio, requiring time and expertise to navigate its complexities. (5 reviews) - Users face **login issues** that hinder access and complicate responding to tickets during helpdesk coverage. (5 reviews) - Ticketing System Issues (5 reviews) ## Vivantio Reviews ### 1. Extensive support ticketing system, all significant areas covered **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Vivantio?** Can do all the main ticket tasks in a straightforward manner. Like the article conversion feature **What do you dislike about Vivantio?** Documentation could be better on integration with email, creating reports and generally on customisation **What problems is Vivantio solving and how is that benefiting you?** Mananging business IT suport ticket, a system for users to be able to track progress on their IT issues **Official Response from Dan Armitstead:** > Hi there, Thank you for taking the time to review Vivantio! We're pleased to hear that you are finding the tool easy to use and that you like the article conversion feature. In the ITSM space it's critical to be able to monitor and track progress on Issues in real time, as technology is the bedrock business operations, and I'm glad to hear that Vivantio is providing you with everything you need to accomplish this :) I hear what you're saying about the documentation integration with email, and would love to hear more on this topic - please don't hesitate to email me on dan.armitstead@vivantio.com so we can support you with an efficient solution. When it comes to the reporting and customisation, I'm pleased to advise that there are big enhancements coming in early 2024 in these two areas, so keep an eye on our release notes for updates soon. Thanks again for leaving us such a great review, we really appreciate it! Best regards, Dan ### 2. One of the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Vivantio?** It's a very reliable application for corporate setting, you can easily create manuever it based on your needs. **What do you dislike about Vivantio?** So far, it's working great but it can still improve more and make it more user friendly for easier navigation. **What problems is Vivantio solving and how is that benefiting you?** You have to submit your requests firat before you can attach any documenþary requirement **Official Response from Nicola Elliott:** > Thank you so much for taking the time to review Vivantio, we appreciate you letting us know our platform is "One of the best! and how this is helping you to easily manage your requests. We'll shortly be releasing a newer version of our FLEX UI, that has a refreshed look and feel and we'd love to get your feedback too. Thank you again, Nicola ### 3. Great experience with support and the ease of customizing the system to our needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Adam H. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Vivantio?** What is most helpful about Vivantio is the flexibility and ease of tailoring the software to our needs. One of the best things is the work flows and customization. **What do you dislike about Vivantio?** The least helpful is only being able to set one email notification from the self-service portal. Adding a ticket notification for each ticket type in SSP could be better. **What problems is Vivantio solving and how is that benefiting you?** Helped solve a problem we had with enrolling medical providers. With work flows we were able to streamline this process. Making providers a lot happier of the process. **Official Response from Nicola Elliott:** > Hi Adam, Thanks for an amazing review and letting us know about your great experience with Vivantio that includes support, workflows and easy customization. We pride ourselves on being highly configurable and we really appreciate you taking the time to let us know how your loving this. If you wanted to jump on a call to discuss your SSP requirements, please do let me know on nicola.elliott@vivantio.com and we'll be more than happy to dive into your requirements and options available. A big thank you again and best wishes, Nicola ### 4. Great hosted solution, easy to customize **Rating:** 5.0/5.0 stars **Reviewed by:** marlon d. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Vivantio?** Easy to deploy and use, highly customizable. The support and customer service team are easy to reach and very responsive. **What do you dislike about Vivantio?** Honestly, I cant think of anything I do not like about Vivantio. **What problems is Vivantio solving and how is that benefiting you?** The ability to track user issues and address trends based on user-reported problems. **Official Response from Alexis Mackie:** > Hi Marlon - thanks for such a great review of Vivantio! We appreciate the time you took to provide such a lovely response. It is good to hear that Vivantio was easy to deploy and configure to work hard for your organization! We take a lot of pride in the Customer Support and Service we provide our clients, so having that recognized will mean a lot to the team - I'll be sure to share it with them. If there is anything you'd like to chat about further or any challenges we can help solve, please get in touch with me via email at Alexis.Mackie@vivantio.com or contact your Customer Success Manager directly. Thanks again for sharing your feedback about Vivantio! ### 5. Very good organisation tool **Rating:** 4.0/5.0 stars **Reviewed by:** Ben A. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2023 **What do you like best about Vivantio?** Vivantio allows me to organize my workload. **What do you dislike about Vivantio?** The interface could be a bit crisper and more apparent. A different colour scheme maybe. **What problems is Vivantio solving and how is that benefiting you?** Vivantio allows me to organize and prioritize my workload better; my roll requires timed deliveries which I can easily manage. **Official Response from Dan Armitstead:** > Hi Ben, Thank you so much for taking the time to leave a review! It's great to hear that Vivantio is helping you to organise your work and manage your SLA's. I hear you on the interface, and I'm pleased to inform you that we have enhancements planned for the UI and UIX coming later this year - so watch this space. If there is ever anything I can do to help further improve the efficiency of your Vivantio instance, please don't hesitate to reach out to me on dan.armitstead@vivantio.com. Best regards, Dan ### 6. Easy to acces tiqets **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Vivantio?** visible to to all tiqet and to acces all request of requestor easy to view requestor call identify when we request a tiqet **What do you dislike about Vivantio?** none as i expercience using vivantio all is good **What problems is Vivantio solving and how is that benefiting you?** it solve by easy tio access and read for the requestor **Official Response from Nicola Elliott:** > Hi, Thanks for your 5* review of Vivantio. We agree Vivantio is a great solution that allows your teams to easily view ticket history which is easily assessable too. Thank you again, Nicola ### 7. Great tool, which is simple and effective **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Vivantio?** Extremely Customisable and fairly quick process to update. Simple changes are easy to do. **What do you dislike about Vivantio?** Complex changes are sometimes hard to execute without support from Vivantio team. **What problems is Vivantio solving and how is that benefiting you?** Tracking of user queries, providing audit trials, providing analysis over types of queries. ### 8. user friendly **Rating:** 3.5/5.0 stars **Reviewed by:** Tomas B. | customer support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Vivantio?** good search function, easy to copy paste responses into emails, incomming emails show straight in case notes **What do you dislike about Vivantio?** a bit limited options for entering customer notes/references for recurring items, **What problems is Vivantio solving and how is that benefiting you?** Incident and Change management **Official Response from Nicola Elliott:** > Thank you so much Tomas for taking the time to review Vivantio. We appreciate learning how your system is helping to manage your Incident & Change Management requests. We'd love to understand further your process for updating customer notes to advise on any workaround options and please do reach out to me on nicola.elliott@vivantio.com ### 9. Viv experience is positive as new user, still learning all features, find great protential. **Rating:** 4.0/5.0 stars **Reviewed by:** Joaquin G. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Vivantio?** Seems intuitive, so implement changes looks not hardly complex. **What do you dislike about Vivantio?** No specifics to highlight yet. All sees to be working well. **What problems is Vivantio solving and how is that benefiting you?** Is helping us to manage costumer tickets and provide service based on this. **Official Response from Nicola Elliott:** > Hello Joaquin, Thanks for taking the time to tell us about your experience of Vivantio and it's great to hear how you are managing your customer tickets which allows you to manage your customer expectations easily. We love that you are finding Vivantio intuitive and if we can be of any assistance to improve any areas of your system, please do reach out to me on nicola.elliott@vivantio.com. Thank you again, Nicola ### 10. Easy to use, lot of functionality built in **Rating:** 4.5/5.0 stars **Reviewed by:** jarek L. | Technical Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Vivantio?** Flex view, modern design, ability to customize, layout, transparency. **What do you dislike about Vivantio?** A slight delay in refreshing the data in web console. **What problems is Vivantio solving and how is that benefiting you?** Help desk ticketing, customer support, easy access to database and web portal. **Official Response from Nicola Elliott:** > Hi Jerek, Thank you for taking the time to feedback to us and it's amazing to learn how you're enjoying our Flex UI along with our easy configuration that is suiting your needs. If you would like us to look into your slight delay in refreshing data, please do let us know on support@vivantio.com, and our team will be more than happy to investigate for you. ### 11. Very efficient and useful **Rating:** 4.0/5.0 stars **Reviewed by:** Mike M. | Technical support engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Vivantio?** I like the ability to customise the queues, reports and charts layout. **What do you dislike about Vivantio?** I wouldn't say I like the colour scheme. **What problems is Vivantio solving and how is that benefiting you?** It is solving ease-of-view problems surrounding Tasks that have several steps. **Official Response from Nicola Elliott:** > Hi Mike, Thank you, we really appreciate you taking the time to leave us your 5* review. It's great to learn how you're benefitting from Vivantio' s easy configuration also how your system is helping to simplify your task process. Sorry to hear our colour scheme doesn't suit you and if you wanted to give me some further details regarding this I can feed this back to our product team, my email address is nicola.elliott@vivantio.com. Thank you again for your fantastic review. ### 12. Vivantio for Wurth UK **Rating:** 3.0/5.0 stars **Reviewed by:** Alex A. | Head of Customer Care - UK, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Vivantio?** The ability to easily customise workflows. **What do you dislike about Vivantio?** The knowledge base - it's very basic and there is no key word search function. **What problems is Vivantio solving and how is that benefiting you?** Gives visibility on work to all departments plus productivity levels. **Official Response from Nicola Elliott:** > Hi Alex, Thank you, we really appreciate you taking the time to give us your feedback on Vivantio and it's great to hear how your managing all departments within your system whilst being able to measure the efficiency of each separate area. It would be great to arrange a call to discuss your knowledge base in a greater depth and to demonstrate our best practice within Vivantio and please do reach out to me on nicola.elliott@vivantio.com. Thank you again, Nicola ### 13. Great System to Make day to day life better **Rating:** 5.0/5.0 stars **Reviewed by:** Keith H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** The reports are easy to run, and there is a lot of reports to give you a complete view of the issues which have been logged, but if the standard reports are what you want, you are able to create your own in addition to this it is easy for new staff to learn how to use the system. It is full of feature to get a full overview of the status of the helpdesk **What do you dislike about Vivantio?** unable to remove reports which i do not use, the API is a little confusing and does not have much documentation on how to integrate with solutions like PowerBI desktop or excel **Recommendations to others considering Vivantio:** go for it it solves a lot of problems, i am looking at rolling it out to all our offices worldwide **What problems is Vivantio solving and how is that benefiting you?** The system allows us to keep track of which issues are important and get an overview of what projects are currently running and assist with future planning of new project **Official Response from Sophie Stephens:** > Thank you Keith for taking time to send us your feedback and for choosing Vivantio, its great to hear you’re enjoying our platform. It gives us great pleasure to hear that you find our reporting tools easy to use. We do have an option to remove reports and I will be in touch to let you how this can be done. If you’d like further information, please feel free to contact myself, your Customer Success Manager on sophie.stephens@vivantio.com ### 14. We LOVE Vivantio **Rating:** 5.0/5.0 stars **Reviewed by:** Sean A. | IT Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Vivantio?** The Vivantio product does everything that we need from a service management tool and has been very easy to implement into the business. Administration and BAU usage is all excellent and it's very easy to grow the product as the business progresses. End users are very postive about the product. **What do you dislike about Vivantio?** There's nothing to dislike about the product **What problems is Vivantio solving and how is that benefiting you?** Centralised IT Service management tool, Asset Management & CRM. **Official Response from Dan Armitstead:** > Hi Sean, Thank you so much for your 5* review, we're so pleased to hear that you love Vivantio! It's great that the product is growing with your business and satisfying all your IT service management needs. We take a lot of pride in the configurability of the tool and the ease of implementation, so thank you for that feedback as it will mean a lot to the team. I'm glad that you're finding the Asset Management and CRM functions useful, if there are any other features you'd like support with please don't hesitate to reach out to me on dan.armitstead@vivantio.com and I'll be glad to assist. Thanks again for sharing your feedback with Vivantio! Best regards, Dan ### 15. Simple dashboard...very easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Vivantio?** perfect for ticketing and easy to configure **What do you dislike about Vivantio?** none so far..everything is smooth sailing **What problems is Vivantio solving and how is that benefiting you?** ticketing - easy to trace life cycleand check if unassigned or not **Official Response from Nicola Elliott:** > Hi - Thank you for taking the time to review Vivantio. It's great to hear how easy you are finding Vivantio and everything is smooth sailing. Thanks again, Nicola ### 16. the worst ticketing tool **Rating:** 0.5/5.0 stars **Reviewed by:** nicolas f. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Vivantio?** easy to connect - easy to handle for simple ticket **What do you dislike about Vivantio?** very bad visibility and lisibility (email shrink) impossible to create parent/sons not possible to attach change to incident priority isn't calculated regarding impact image/screenshot not integrated **What problems is Vivantio solving and how is that benefiting you?** I use a lot of ticketing tool during my carrer, is the first time I see one so poor. **Official Response from Dan Armitstead:** > Hi Nicolas, Thank you for taking the time to submit the review, and I’m sorry to hear that your current experience with the product isn’t where it needs to be. Looking at the frustrations you’ve listed, I’m pleased to advise that each of these can be easily fixed with tweaks to the configuration of your Vivantio. One of the best features in Vivantio is that our customers can set up the system in a way that best suits their needs, and it sounds like your system could use a review in order to address, and overcome, each of the problems you have identified. This functionality is within your current subscription, and we would be more than happy to support you in this so we can turn around your experience with Vivantio. You can reach out to me directly on dan.armitstead@vivantio.com to arrange a meeting to go through what needs to be changed so that you get the best value out of the subscription. Best regards, Dan ### 17. Functional once you know what you're doing **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Wireless | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2023 **What do you like best about Vivantio?** The automatic merging of tickets and the notes/sidebar for individual customers. **What do you dislike about Vivantio?** The search functionality can be unreliable. **What problems is Vivantio solving and how is that benefiting you?** WE deal with a lot of customers and Vivantio helps to organize them and ensure that each gets the support they need. **Official Response from Nicola Elliott:** > Hello, Thank you so much for reviewing Vivantio. We appreciate all feedback as not only does this help understand our customers needs but also helps our team identify future improvements. Its great to hear how Vivantio is helping you organize and support your customers needs and if you'd like to arrange an overview session with one of our team, please do reach out to me on nicola.elliott@vivantio.com. Kind Regards, Nicola ### 18. Good management system backed up by fantastic customer success team! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Vivantio?** The customer support from our dedicated customer success manager! **What do you dislike about Vivantio?** When we request small changes to the system these can sometimes take months to implement. **What problems is Vivantio solving and how is that benefiting you?** Helps us to hold all our technical issues in one place, allowing us to allocate to the experts and resolve. **Official Response from Nicola Elliott:** > Hello, Thank you so much for sending us your fantastic feedback of Vivantio. The CSM Team are customer fanatics and a huge part of our role is to ensure you're getting the most out of your system and it's great to hear how you love this added value. I'll be sure to pass your feedback to our product team too and if you have any requests that you'd to highlight, please do reach out to me on nicola.elliott@vivantio.com Best wishes and thanks again, Nicola ### 19. SME implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Ben S. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Vivantio?** The UI and configurability of the platform are very easy. We are able to have very simple processes and also more complicated if needed. **What do you dislike about Vivantio?** The reporting tool is complicated and requires a high level of skill to efficiently create or edit reports. **What problems is Vivantio solving and how is that benefiting you?** Visibility of support requests, communications and prioritisation. IT workload has also been highlighted through the recording and reporting. **Official Response from Nicola Elliott:** > Hi Ben, Thank you, we really appreciate you taking the time to give us a 10/10 rating and its great to hear how you enjoy the configurability of Vivantio. We completely understand reporting requirements can be extensive and we’d love to understand how we can support you with this, It would be great discuss our reporting options further and please do reach out to me on nicola.elliott@vivantio.com ### 20. Vivantio was the right choice for us. **Rating:** 4.5/5.0 stars **Reviewed by:** Mark W. | Information Technology System Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2022 **What do you like best about Vivantio?** I am most happy with the service and collaboration with Vivantio's team from vendor selection through implementation. Their team was able to hone into what my business needs are and were able to fine-tune a solution for us. **What do you dislike about Vivantio?** Setting up some of the more advanced features was a little tricky. With the purchased support hours, we were able to accomplish our goals. Would be nice if the set up was bit more intuitive. **Recommendations to others considering Vivantio:** Vivantio is really worth giving a shot if you are looking for a good ITSM vendor. **What problems is Vivantio solving and how is that benefiting you?** Our small but rapidly growing business needed a right-sized scalable solution to facilitate our evolving IT needs into a true enterprise IT department. Other solutions were either too simple or overkill. **Official Response from Sophie Stephens:** > Thank you so much for your fantastic feedback Mark, it's great to hear you’ve enjoyed the onboarding process with our Implementation team and your business needs are being fulfilled. We continually strive to meet customer expectations and it’s always lovely to hear such great feedback. We really appreciate your constructive comments on setting up more advanced features. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on Sophie.stephens@vivantio.com for any further feedback or assistance. Thank you again for your wonderful feedback, ### 21. Overall great experience **Rating:** 3.5/5.0 stars **Reviewed by:** Puneet D. | IT Manager, Infrastructure Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** ITIL based platform - Problem, SRs, Incidents and Tasks. We are recently exploring workflow feature and it can come in very handy for recurring processes like onboarding new employees and dehire steps. Create customized fields and forms and attach to any requests. **What do you dislike about Vivantio?** Possible Improvements: - Interactive Chatbot like cortana where end users can simply initiate chat and resolve issues themselves via finding the right article. - Vivantio phone support line enabling us to talk to a support specialist in US time zone for basic/urgent questions, currently the phone just rings and goes to voicemail. Or possibly a live chat support. - Shared technical view i.e chosen columns and same visibility of fields for all techs, it seems like currently, each tech has to customize their own view. - Monthly training webinars to the current customers so they can learn the tool and ask general questions. - Workflows, I do believe that the interface for workflow can be improved and be more customized. **Recommendations to others considering Vivantio:** It is a great product with ITIL-based methodologies, it user friendly with multiple customizable options. The tool does require a bunch of initial tech training to get used to the platform but once you are in this world I am pretty confident that Vivantio will meet most of your service desk needs. **What problems is Vivantio solving and how is that benefiting you?** One-stop-shop where end users can go find solutions and resolve problems themselves and open tickets. IT can therefore focus on technical aspects as much as possible. Having excellent tech-friendly reporting to identify the gaps **Official Response from Nicola Elliott:** > A big thank you for sending us your feedback Puneet and its excellent to hear that Vivantio is providing you with a great experience for your ITIL based platform and we're thrilled to hear that you are also exploring the benefits of workflows to streamline your onboarding process. We really appreciate all feedback as this gives us a chance to understand further our clients needs and helps us shape the future of Vivantio, I'll be sharing your points to our teams for discussion and if you have an further comments, concerns, or suggestions you would like to discuss please feel free to contact me on nicola.elliott@vivantio.com ### 22. Interesting but not very sexy tool **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Vivantio?** There are many possibilities to configure new fields, the webmethod and webhoook allow a very interesting integration with our CI/CD tools. This integration is easier than with some competitors and is provided as standard, which is a plus. **What do you dislike about Vivantio?** There is no possibility to create a real workflow. There is no configurable dashboard, such as Kanban. The search is limited to one type of ticket at a time: it is not possible to search for incidents and problems at the same time. **What problems is Vivantio solving and how is that benefiting you?** We can track our tickets, make various extractions to make situation dahboard. The compartmentalized view sometimes slows us down in our work, especially when looking for related tickets: a global view with grouping of related tickets: promoted, related, etc. would be advantageous. **Official Response from Nicola Elliott:** > Hello, thank you for sending us your review of Vivantio, it's great to hear how you're using our webhook and webmethod features to enhance integrations with external tools. We appreciate all feedback and ideas on how we can improve Vivantio and we'd love to schedule a call to understand your needs on the global view option and also go through our best practice for workflows, dashboards and our searching options too. Please feel free to reach out to me on nicola.elliott@vivantio.com and I look forward to hearing from you. ### 23. Capable But Clunky **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about Vivantio?** Vivantio is very customizable and allows for nearly any workflow you can imagine. From the user portal web interface to automating customer ticket workflows, it's one of the more customizable I've seen. **What do you dislike about Vivantio?** The admin/technician interface is horrendous and customizing is time consuming, brutal, and costly if you need help making something special. They have a new optional (still beta?) interface (Flex) that is better, but it is still clunky, incomplete, and needs a lot of work. At least it's mobile support is way better than the original interface, which was non-existent. Support was pretty weak in our experience. We paid for some help customizing our web interface and could not have been more disappointed with how they handled it to the point that we abandoned that project. During setup the person helping us would type a space after a label or variable or any word typed into the system (I assume to invoke spellcheck) but didn't remove those spaces most of the time so we had to go through and remove them ourselves as we found them. **What problems is Vivantio solving and how is that benefiting you?** We were able to hobble together a custom app request workflow that creates sub-tickets for each part/person in the process. While it works well for a user via the portal, if a tech tries to create one from their side of things, it can get messed up unless done perfectly because the experience is completely different. ### 24. Nice system that works well for our small organization **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Vivantio?** I like the workflows and how customizable they are **What do you dislike about Vivantio?** I wish there was an option to convert a service request to an incident. There is an option to "promote" an incident to a service request but not the other way around. **What problems is Vivantio solving and how is that benefiting you?** It is nice to have a ticket system that is maintained externally without having to manage an internal product. Its also nice that our clients can access it from any device since its not specifically limited to our on premise environment. **Official Response from Alexis Mackie:** > Thank you for taking the time to provide a review. It is great to hear that our Workflow feature comes in handy and hopefully helps to save you time on repeatable processes. Workflows, along with the Support Portal you mention are two of my favourite features as they streamline contact. It would be great to chat about multi-way promotion of tickets as you should be able to promote from a Service Request to an Incident. Our Support team can easily help with this and can be contacted at Support@vivantio.com. If you fancy having a catch-up or going through any other features included in your subscription please do get in touch at Alexis.Mackie@vivantio.com and I would welcome the opportunity to set up a call. ### 25. IT Technician and Admin review **Rating:** 4.0/5.0 stars **Reviewed by:** Raquel L. | I, Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2022 **What do you like best about Vivantio?** I like how I can move around tiles to make a custom experience for myself when working through tickets. I also love the statistics I can get from my service desk. **What do you dislike about Vivantio?** I haven't used Vivantio long enough to find a particular dislike, but perhaps the netcode could be a little bit better. Just little tweaks to streamline the speed at which things are done. **What problems is Vivantio solving and how is that benefiting you?** It's helping us work through IT issues at a good pace. Being able to get data and stats for our other departments such as SLA stats and how often we have particular issues come in. **Official Response from Nicola Elliott:** > Hello Raquel, Thank you so much for leaving a fantastic review, we really appreciate hearing how our customers love Vivantio’s flexibility which is also providing a unique experience. Vivantio is a fantastic tool and is great to learn how your system is managing your IT requests that enables you to monitor issues alongside SLA management. We’d be happy to jump on a call to further discuss comments around Netcode and to ensure you’re getting the most from your system - please feel free to reach out to me on. nicola.elliott@vivantio.com Thank you again, Nicola ### 26. My Review of Vivantio **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Vivantio?** vivantio is very easy to use and allows the work load of the team be easily seen and manged. The Notes feature is great as it allows us to have constant communication on tickets even if one of us is on holiday. **What do you dislike about Vivantio?** The only issue i have had is that the report builder and system seems to be complicated but hopefully with the planned training we have scheduled, things will be clearer and easier to understand. **What problems is Vivantio solving and how is that benefiting you?** Vivantio is solved the issue that our previous helpdesk had the very basic features and wouldn't allow for any configuration and customisability meaning we couldn't operate at the level we wanted to **Official Response from Nicola Elliott:** > Hi – Thank you for your 5*review and it’s amazing to learn how customizable you’re finding Vivantio and how our easy configuration is helping you to reach new levels with your helpdesk goals. We understand reporting needs can be complex and it’s great to hear that you’ve already reached out for additional training, our Professional Services Team are fabulous at guiding you through our report builder and we look forward to together on our call. ### 27. Vivantio is great for customisation and manages tickets well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2021 **What do you like best about Vivantio?** The amount of customisation, it's great for business rules. I also like the simplicity of it. It's convenient to use, and the admin side of things is great. It's good that it integrates with a lot of other software. **What do you dislike about Vivantio?** I find there is too little space to show tickets on FLEX. There is a lot more whitespace and borders compared to Classic. I also prefer Classic's system of adding notes and viewing ticket information compared to Flex's way, the popup on adding notes is much more complicated on FLEX. **What problems is Vivantio solving and how is that benefiting you?** Automatically sending updates to emails. Integration with Power BI. A lot more automation overall. Keeping track of customer information. **Official Response from Sophie Stephens:** > Thank you for leaving a review. I’m glad that Vivantio has solved the problem of integration with Power BI and assisting in overall automation and customer information for you. It’s something we’ve worked hard on and we’re pleased our efforts resonated with you. In terms of switching to FLEX from Classic I understand the transition can bring queries. I have passed this feedback to development for you. If possible it would be great if you contact myself via email, Sophie.stephens@vivnatio.com and we can have a call to understand how we can help whilst facilitating any further comments, concerns, or suggestions you wish to share. Thank you again for taking the time to share your experience with us! ### 28. Useful tool for cataloguing, data asset management and helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Alistair F. | Technical Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Vivantio?** All data in easy to use interface, which is consistent throught the product **What do you dislike about Vivantio?** Some search functions for assets can be a bit finnicky **What problems is Vivantio solving and how is that benefiting you?** Asset lifecycle management is very useful ### 29. I would recommend using this platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** Most helpful is the customizability. It basically can be used to almost all processeses/request that are specific to the organization. **What do you dislike about Vivantio?** UI/UX is rather behind compared to other platforms. The admin part is not as intuitive as one would hope. **Recommendations to others considering Vivantio:** Make sure you design and analyze your business requirements upfront. **What problems is Vivantio solving and how is that benefiting you?** Delivering IT services in a centralized tool, the ability to provide and and visualize the SLA to the customers. **Official Response from Nicola Elliott:** > We really appreciate you taking the time to feedback to us and it's great to hear you find Vivantio extremely customizable which helps you successfully deliver your IT services all in one place. It would be really great to understand if you're using the Classic or our new FLEX UI which has a modern, clean, and easy to use interface, there are a host of other benefits too and I'd welcome an opportunity to arrange a FLEX demo with one of our product specialists. Thanks again and if you had any questions or would like any further information, please do contact me on nicola.elliott@vivantio.com. ### 30. Feature rich with a lot of capability **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2022 **What do you like best about Vivantio?** It does everything you need it to and is a feature-rich system. I like the fact emails can be rich text edited with company branding, and there is good scope to provide granular permissions to users. There is also a good selection of automation options with the ITSM package. The support team are fantastic and Vivantio have been a pleasure to deal with. **What do you dislike about Vivantio?** At times the menus can seem complex, with a lot of text and information to digest to understand all the features. It does feel like there is a focus on additional functionality over simplicity. My desire for more simplicity may be a symptom of our needs simply not being as broad as other Vivantio customers due to the size of our team - I'm sure if our ticket load and team numbers were much larger a lot of these extra features would come into their own. **What problems is Vivantio solving and how is that benefiting you?** The benefits of inbox integration have been great. The system has proven to be quite cost-effective, with reasonable yearly licence fees. The reporting options are comprehensive but quite complex to get your head around the report builder. ### 31. Vivantio is a powerful and flexible tool that ensures our customer and asset data is in good hands **Rating:** 4.5/5.0 stars **Reviewed by:** Andy B. | UK Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** I find the power to layout and control our data as it suits us best is a great addition to flex. The reporting allows us to extract specific assets that may or may not require changing due to warranty timelines or version obsoletion. **What do you dislike about Vivantio?** Formatting of reports can be a little clunky at times, spacing can be confusing especially when wanting to filter etc. Reports seem to need to be exported in csv first and then converted to excel. **What problems is Vivantio solving and how is that benefiting you?** Previously we had no asset detail saved in our database, Vivantio has helped us to manage our assets to a high level ensuring customers are only billed for what they received. **Official Response from Nicola Elliott:** > Thank you so much for leaving us a fantastic review Andy - it is great to hear that you're finding Vivantio a powerful and flexible solution which is helped you achieve high level asset management. We really appreciate you taking the time to share how you are finding reporting and areas that we can improve on, we understand how complex reporting can be and if you wanted to share any specific requirements, I'm more than happy to arrange a call and please feel free to contact me on nicola.elliott@vivantio.com ### 32. Very Good Job Vivantio! **Rating:** 4.0/5.0 stars **Reviewed by:** Hisham I. | CEO and Director Of SAP Support Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about Vivantio?** Easy interface and adaptable one. Queues Management and ownership specifically the Task part. Stable Performance and availability I never faced any outage. Good Level of Technical Support **What do you dislike about Vivantio?** Reporting and customer training about the new. Ensure that the customer is using the full capacity of the Vivantio capabilities. Also, missing to see Support Contract Governance. Not having a queues roles enabled by default Self Service portals need more enhancements, especially the reporting! **Recommendations to others considering Vivantio:** Vicencio is a good ITSM tool with the improvement I mentioned. **What problems is Vivantio solving and how is that benefiting you?** SAP Technical Support. Smooth TS Process and procedures can be applied Queues Management philosophy. More Productive and never faced an outage Ownership and follow-up tickets until resolution is easy. ### 33. Vivantio Rocks! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2022 **What do you like best about Vivantio?** We use Vivantio for effectively managing our Service Desk as well as Facilities Requests. It is very customizable, powerful and easy to use. **What do you dislike about Vivantio?** Not a downside, but the mobile app could improve a bit. **What problems is Vivantio solving and how is that benefiting you?** We automate many repeat issues, saving IT lots of time. **Official Response from Nicola Elliott:** > Hi - Thank you for taking the time to leave us your amazing feedback. Highly configurable is a key strength of Vivantio and it's great to hear how your system is helping you save time with both your Service Desk and Facilities Requests. Our landscape is evolving all the time and please do let me know how we can help improve our mobile optimization, my email address is nicola.elliott@vivantio.com. Thank you again, Nicola ### 34. I would recommend Vivantio. Good product and service. **Rating:** 4.5/5.0 stars **Reviewed by:** Evette A. | IS Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2022 **What do you like best about Vivantio?** The thing I like best is the level of support offered. I can always get someone to assist or answer my questions. I like the knowledge base capabilities. Looking forward to getting that set up completely. **What do you dislike about Vivantio?** One thing that we had to adapt to was not having drop-down lists for categories. Our users were used to that from our previous application. However, we have adapted. **What problems is Vivantio solving and how is that benefiting you?** We now have one application to push all of our work into. This gives us visibility of what work we have. This allows us to better plan for our resources. Built in reports help look at specific categories of work. **Official Response from Nicola Elliott:** > Thank you so much for sending us over your fantastic feedback Evette, it's great to hear how supported you feel with Vivantio and are looking forward to continuing your journey, we strive for complete customer satisfaction so your words mean a great deal. We really appreciate all your feedback and it's amazing to learn that Vivantio is helping you plan your resources and you're taking advantage of our built in reports. We are pleased to hear that you have adapted your process and if you had any other areas that you wish to discuss please do come back to me on nicola.elliott@vivantio.com. Thank you again for your wonderful feedback, ### 35. positive experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** Multiple ticket types, reasonably customizable. Reporting once set up is good. The flex interface is much better now settled in but still room for further improvement. **What do you dislike about Vivantio?** More options to customize the interface would be good, Teams integration although comming is a little slow in appearing. Permissions could be improved as we cant restrict certain things that we should be able to. 2FA could be improved with a Trusted PC for 30 days. **Recommendations to others considering Vivantio:** Its all there if you want a full grown up system to manage your service desk, Possibilities are all there. **What problems is Vivantio solving and how is that benefiting you?** We now store nearly all customer data in one place which means it is available to all users (Although a little too much see permissions above), We store customer details including contract information **Official Response from Nicola Elliott:** > Thank you so much for taking the time to tell us about your positive experience with Vivantio, its great to learn how Vivantio is helping you with multiple ticket types and reporting. We really welcome all feedback as this allows us to visualize Vivantio for future development, it would be great to understand further your FLEX recommendations so I can send to our product team and also I'd like to arrange a best practice call to discuss your permission concerns alongside the two factor authentication, please feel free to contact me on nicola.elliott@vivantio.com. Once again thank you for sending us your great feedback. ### 36. Stable and usable fits our workflow perfectly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** It suits my IT team well and can be made as simple or as complicated as we need it to be. The support team are always willing to help and have even looked into our particularly weird requests and did what they can to accommodate. **What do you dislike about Vivantio?** Sending tickets from one team to another is a little cumbersome. **What problems is Vivantio solving and how is that benefiting you?** Having a central location for all our IT requests, and not just an unregulated mailbox. We are certainly more productive, and I can also run reports to see my teams utilisations. **Official Response from Nicola Elliott:** > A huge thank you for not only choosing Vivantio but providing us with your amazing feedback. We love hearing from our customers and it's great to hear how Vivantio is adding value and complements your IT Team perfectly. I'll be more than happy to jump on a call to discuss best practice for inter team tickets and you can contact me on nicola.elliott@vivantio.com. I will also share your lovely words to our Support team too, who work really hard to ensure complete customer satisfaction. Thank you again and I look forward to hearing from you. ### 37. Hallite Vivantio Review **Rating:** 5.0/5.0 stars **Reviewed by:** Nick C. | Global IT & Supply Chain Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** Ease of use, flexibility, the fact that it is a SaaS solution **What do you dislike about Vivantio?** No real downsides or dislikes. No missing attributes **What problems is Vivantio solving and how is that benefiting you?** We are solving the issue of global ERP incident logging and resolution. Since implementation we have been able to analyse reasons and resolution timescales and focus improvement programmes. **Official Response from Nicola Elliott:** > Thank you so much Nick for your 5 star review of Vivantio, we really appreciate you taking the time to tell us how Vivantio is exceeding your incident management. We are thrilled to hear the implementation of your Vivantio instance has enabled you to analyze internal responses and SLA's. All feedback is invaluable and is great to hear of your positive experience of Vivantio, thanks again. ### 38. Vivantio Review! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Vivantio?** Vivantio is a user friendly package that is fairly priced and the support team that backup the package are also fantastic! **What do you dislike about Vivantio?** Sometimes it does feel like the sales team are trying to upsell you to higher tiers of package **What problems is Vivantio solving and how is that benefiting you?** Vivantio allows us to manage all user tickets for any issues raised across the business **Official Response from Alexis Mackie:** > Thank you for the great review! I'm glad to hear that you find Vivantio user-friendly and that our service team delivers that additional value. Your feedback around the post-sales conversations is useful, as the CSM team are looking to help customers to make the most of what they have in their subscription. I'll take this point away and work with the team on ensuring our messaging is clear about the value we want to support and deliver. If you have any further feedback please do get in touch - I'd welcome the opportunity to chat Alexis.Mackie@vivantio.com. ### 39. Solution is reliable but we have very little interaction with Vivantio as a supplier **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2022 **What do you like best about Vivantio?** it's reliable, easy for our IT teams to navigate. allows for escalation of tickeys and some degree of automation. **What do you dislike about Vivantio?** on prem means we dont get upgrades - this means the workflow tool doesnt work for us as it needs microsoft silverlight. The version we are on caps ticket types so means we are unable to include Problem management and doesnt highlight any duplicate issues. The self-serve portal is basic and not user friendly for updating. **What problems is Vivantio solving and how is that benefiting you?** Vivantio is allowing us to manage all IT requests within one central place. Due to limitations with the on-prem solution we are not realising benefits that we could be should we be on SaaS ITSMversion **Official Response from Nicola Elliott:** > A big thank you for choosing Vivantio, we loved to hear how you find Vivantio reliable and easy for your IT teams to use. We really appreciate you taking the time to feedback and we're sorry to hear that you have not had your upgrade, I'd be more than happy to arrange a call to discuss the annual upgrades available to all on-premise customers. So I can ensure we have the correct contact on our system, please could you reach out to me directly on nicola.elliott@vivantio.com and I will personally arrange a call. Thank you again for sending us through your feedback, ### 40. Very simple and easy to use. have had the sofware for a number of years **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** the software is now web based so allows for quicker integration **What do you dislike about Vivantio?** you are unable to alter the closed time for the jobs if you were not able to get to a terminal in time to update the call to closed. **Recommendations to others considering Vivantio:** Having used the system for a number of years i can recommend the software **What problems is Vivantio solving and how is that benefiting you?** we are using the system to enter computer faults so they are logged and can be monitored **Official Response from Nicola Elliott:** > A really big thank you for not only being with Vivantio for a number of years but sending us your great feedback, we love hearing how Vivantio is simple and easy to use and helping you manage your faults. We appreciate you taking the time to tell us your recommendations and if you would like us to go through any admin configuration please feel free to reach out on nicola.elliott@vivantio.com and I'm more than happy to arrange a call. Thank you again. ### 41. Vivantio Survey **Rating:** 5.0/5.0 stars **Reviewed by:** Cipriano A. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Vivantio?** Easy product to use that helps my IT department **What do you dislike about Vivantio?** I don't dislike anything about this product **Recommendations to others considering Vivantio:** Keep using Vivantio **What problems is Vivantio solving and how is that benefiting you?** Ticketing system for our IT department. **Official Response from Nicola Elliott:** > Your feedback is very much appreciated Cipriano, we really appreciate you sending a 5* review and a huge thank you for being a Vivantio customer. It's great to hear how easy you find Vivantio and that your system is helping your IT department easily manage their tickets. Thank you again. ### 42. Vivantio's has been super helpful to my agency.Would recommend 100% to anyone else. **Rating:** 5.0/5.0 stars **Reviewed by:** Erin M. | IT Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** I love the fact that we can customize almost anything we want and are able to pull different kinds of reports. I also LOVE the fact that I can search for older tickets by keyword as my old helpdesk system didnt have this and made it difficult to look back on previous resolutions of things. Also love how friendly and helpful the Vivantios staff is. **What do you dislike about Vivantio?** I dislike how difficult the workflows are to figure out even with guidance it's still confusing. I also dont like that scheduling things is based off CronMaker and so its not as user friendly to schedule things (for example if I wanted to schedule something twice a year say every july and october) and there is no "year" option to chose from only day, week, and month **What problems is Vivantio solving and how is that benefiting you?** We are working with system administration issues about our EHR, we have put facilities (building maintenance) tickets in there,report pulling requests for data from our EHR, and we are currently working on adding a spot for agency purchase items to be requested through the portal. Because of all the possibilities and workflow items that Vivantio's provides my agency finds that our options are endless. Its a "one stop shop" for our end users but on the backend helps our agency save paper and work towards better communication through workflows and custom forms/fields **Official Response from Nicola Elliott:** > Thank you Erin for choosing Vivantio and taking the time to give us your fantastic feedback. I love the LOVE for Vivantio and we’re extremely pleased to hear that our customization, reporting tools and search functionality are key areas that work for you. We value your feedback as it can help us develop, innovate and think of new ways of anticipating needs in day to day operations. If you’d like to discuss any areas further or you’d like me to send further information on Workflows, please feel free to contact me on nicola.elliott@vivantio.com ### 43. Very satisfied! **Rating:** 5.0/5.0 stars **Reviewed by:** Chris B. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** We purchased Vivantio to replace Zendesk which we felt wasn't living up to our expectations. Vivantio has met all of our needs and offers many features that we weren't necessarily looking for but have been quite helpful. We bought it for ticket management but have been delighted with the forms, workflows, customer portal, etc. Rules and routing of tickets is very precise, allowing us to automate when appropriate, saving man-hours and frustration. **What do you dislike about Vivantio?** Some of the settings and options would benefit from an on screen description to better describe what the various settings will do. These settings and options could also be organized better, perhaps into sections or groups of similar settings. **What problems is Vivantio solving and how is that benefiting you?** Tickets are all getting addressed, none slip through the cracks. We are able to monitor our performance with SLAs and required response times. **Official Response from Nicola Elliott:** > Thank you Chris for choosing Vivantio and taking the time to give us your feedback. Great to hear your subscription is exceeding your expectations with the additional features that we offer. Your voice matters to us, as this allows us to take your opinions onboard and look at areas we can further enhance Vivantio, so thank you. If you’d like to discuss any areas further, please feel free to contact your Customer Success Manager sophie.stephens@vivantio.com ### 44. Vivantio ticks all the boxes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about Vivantio?** The system does all aspects of the ITIL processes required for my business. It's straightforward to configure and set up; you can make it as simple or complex as you need depending on your business requirements. I make use of the role-based access controls for both agent side ticket types and also end-user portal groups to allow teams to view each other's tickets and pull reports. Also, when support or guidance is needed the team on support and also on the forum are great. **What do you dislike about Vivantio?** Some of the system logic doesn't always make the most sense. It takes a while to work through and understand some of it. But this is creating some of the automated rules. And currently, just the restrictions on data pull into PowerBI. I know it's early days in the integration, but I already want more :) **Recommendations to others considering Vivantio:** Take some time out to plan how you want the system to work for you before you start implementing it **What problems is Vivantio solving and how is that benefiting you?** Moving to ITSM enabled more automation, and the custom forms allow data capture from the start to be more detailed or specific to a category to speed up resolution to tickets. **Official Response from Sophie Stephens:** > Thank you for taking the time to write this review. We are thrilled to hear you had a great onboarding experience and enjoying the many features that our platform allows you to take advantage of. We are equally glad that moving to ITSM has enabled further automation for your company as well as a reduction in ticket resolution time. I understand it can take a while to create some of the automated rules whilst also getting members of the team up to speed with Vivantio. We do offer professional service time to train staff on the portal, please do let me know if this is something we can help with. And that is great feedback for the PowerBI integration – we would love to hear what you’d like to have more of for the next phase so please get in touch! We really appreciate feedback from our clients, it allows us to present back to relevant teams to ensure we continually improve our processes and product. Please feel free to reach out to myself at Sophie.stephens@vivantio.com with any further comments, concerns, or suggestions you wish to share. ### 45. Very easy to use and set up. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** The screen layout is very easy to read, with plenty of options to change views. Can set up the views to how you wish to work very easily and quickly. Can set up custom forms, very easy to do and change on the fly. Very easy to import records from an excel spreadsheet and can also use the import to link records. Vivantio comes with standard ITIL modules, which you can implement when you are ready to implement; you don't need to implement them all at once. Vivantio uses ticket creation via email or a self-service portal. You can customise the emails sent from Viviantio and chose what options you implement in the self-service portal. The self-service portal is very customisable and can search a knowledge base. Vivantio also integrates with quite a few packages, we use SSO, and this works very well for us as well as importing contact records from our Active Directory. Overall a very easy-to-use and easily customisable program. Very easy to implement, and you get a single consultant working with you to implement the program. You can also work with the consultant remotely; they don't need to be on-site. I would definitely recommend this product to anyone looking at an ITIL compliant Service Desk and asset management tool. **What do you dislike about Vivantio?** Custom fields are not included in the standard search, but you can set up searches and save them as favourites. No option to scroll through tickets or assets when viewing full details, and when you go back to the list view, it starts from the beginning rather than the record you were viewing. When linking assets you can't search for assets via serial number only via asset reference. **What problems is Vivantio solving and how is that benefiting you?** We implemented Vivantio as we didn't have a flexible service desk product and our users could not log tickets remotely. Viviantio solves this issue for us by allowing users to log tickets via email or via a self-service portal that is accessible from the web from anywhere. Vivantio also helps us track our assets and link these assets to contacts so we can easily see who has equipment assigned to them. **Official Response from Sophie Stephens:** > Thank you for the kind words about Vivantio, we really appreciate you taking the time to share your experience with us. We work hard to meet our customers expectations, and are thrilled to hear that you would recommend Vivantio to anyone looking for an ITIL complaint service desk/asset management tool. We are always striving to improve, thus your constructive feedback has been very helpful and fed back to the wider team. This is regarding custom fields not included in the standard search, as well as adding an option to scroll through tickets and assets on the full detail section. Thank you once again, we appreciate feedback from our clients, please feel free to reach out to myself via email, Sophie.stephens@vivantio.com with any further comments, concerns, or suggestions you wish to share. ### 46. Fantastic product, even better service **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander H. | Business Operations Centre Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Vivantio?** The pro-active and efficient support team is excellent. They have dealt with a lot of questions from me and always endeavor to find a solution. **What do you dislike about Vivantio?** There are some features that I would like to add, but they are already on the roadmap and coming soon. **Recommendations to others considering Vivantio:** This product is modern and constantly improving. They are always working to increase how versatile and configurable the system is. Above all, they listen to the opinions and needs of their customers. **What problems is Vivantio solving and how is that benefiting you?** The system has allowed us to automate many processes to improve service desk efficiency. **Official Response from Sophie Stephens:** > Thank you for taking the time to write this review Alexander. We are thrilled to hear you are having a great experience with our support team and that the system has allowed you to automate so many processes. We always strive to improve thus your feedback is essential and always taken on board to ensure continual improvement. I will make sure to follow up on your feature requests and see where they may be on the roadmap for you. If you ever have any more questions or feedback please feel free to contact me on Sophie.stephens@vivantio.com ### 47. Simple Service Management and CRM at Once **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2021 **What do you like best about Vivantio?** Cloud platform accessible from a web browser. The application is simple but covers all essential service management functionalities. The application can be adjusted with certain limits (configuration areas are fixed). I also like communication with Vivantio support - they are responsive and willing to help. Vivantio API is well documented and can be used easily. **What do you dislike about Vivantio?** The user interface may not be intuitive from the very first time. Custom actions / workflows cannot be configured. Asset management and CRM modules contain very basic functionality. Application change log is not available for some data elements - customer, contact. Customization of self service portal is limited. **What problems is Vivantio solving and how is that benefiting you?** Service management processes - self-service, incident management, service level management, asset management, knowledge management. The processes are controlled and can be measured. **Official Response from Sophie Stephens:** > Thank you for leaving a review, we are very happy to hear that you have had a great experience with our support team in addition to finding the API documentation helpful. We really appreciate your feedback on the configuration of custom actions/workflows, I have mentioned this to our development team to see if we can gain understanding on how we can improve this going forward. It would be great to understand more of the challenges you have with the user interface, as we have released FLEX to address some of the previous concerns with Classic. We’ve also worked on providing more options to customize the Self Service Portal and would welcome the opportunity to share this with you. We are releasing new updates every week, meaning continual software development to meet our clients expectations, if you could please contact me via email, Sophie.stephens@vivantio.com we can book in a session to ensure the correct amount of customisation is on the portal for you. Thank you again and please feel free to reach out with any further comments, concerns, or suggestions you wish to share. ### 48. My Vivantio Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** I like best how intuitive this is for admins, a consitent GUI regardles of managing change, incidentents, tasks or assets, it's just easy to use. Also the search is very quick despite having alot of data. **What do you dislike about Vivantio?** how links in emails are rewritten, this can sometimes be a bit frustrating when someone updates their call via email, only a niggle though **What problems is Vivantio solving and how is that benefiting you?** Cange management, task assignemnet, all BAU tasks **Official Response from Sophie Stephens:** > Thank you for giving us your 5* review and for choosing Vivantio to align to your ITIL requirements. We really appreciate your email feedback, as this allows us to learn and understand what changes we could make (to stop any niggles). It would be great if you could email Nicola.elliot@vivantio.com so we can understand more about how we can help with the pain points and get our technical team involved. Thank you again, and looking forward to speaking with you soon. ### 49. Very supportive staff with a need to fine tune some system capabilities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Vivantio?** I like the people we work with at Vivantio! They're always super friendly and eager to help. They're quite knowledgeable, too. **What do you dislike about Vivantio?** The report builder isn't very good, but they are working to integrate with PowerBI, so that should help. The database structure seems a little less than optimal, which may be because of our specific business application. I think we're pushing the limits of what the solution is intended to handle. **What problems is Vivantio solving and how is that benefiting you?** Workload balancing, automating processes, we've gained a little transparency into customer experience metrics. **Official Response from Sophie Stephens:** > Thank you so much for your positive feedback and for taking the time to post this review. It’s our clients that allow us to constantly improve our systems and software, in which we are proud to be able to implement on a regular basis. It’s always lovely to hear that you are having a great experience with our friendly team here at Vivantio. Any queries or concerns we are always more than happy to help and will get back to you within a quick turnaround. We have released the first phase of the PowerBI integration which should alleviate some of these issues for you. It would be great to speak with you to understand what you would like more of from the PowerBI integration for the next phase. Please do get in touch with me on sophie.stephens@vivantio.com and we can take next steps on improving the feature. It would also be great to hear any further comments, concerns, or suggestions you wish to share. Thank you once again for your feedback and we look forward to speaking with you soon! ### 50. Very good helpdesk tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2021 **What do you like best about Vivantio?** Hard to pick something that I like best, but the fact that it is cloud based is a big win for me. Also like that it can be configured to creat multiple work orders off if one ticket. Also it's a weird one but the out of office settings are excellent. **What do you dislike about Vivantio?** The filtering leaves something to be desired. I have used others in the past, Service now for example has a much easier to use filter system. **Recommendations to others considering Vivantio:** I like vivantio, that being said try it in your organization and see if it fits **What problems is Vivantio solving and how is that benefiting you?** Helpdesk infrastructure completely cloud based, easy to work, easy to manage. **Official Response from Nicola Elliott:** > Thank you for taking the time to review Vivantio, we really appreciate your feedback and it’s great to hear that enjoying our configuration for your tickets and the excellent out of office settings. We would love to discuss your filtering needs further, as we may have solutions that could help. If you’d like to schedule a call, please feel free to contact me on nicola.elliott@vivantio.com Thanks again for taking time to review and supporting Vivantio. ## Vivantio Discussions - [Are there any plans for a mobile app?](https://www.g2.com/discussions/are-there-any-plans-for-a-mobile-app) - 3 comments, 1 upvote - [View Vivantio pricing details and edition comparison](https://www.g2.com/products/vivantio/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+06%3A41%3A32+-0500&secure%5Bsession_id%5D=b2e4c5b9-d043-4724-844d-5aad7ad2c62e&secure%5Btoken%5D=48b7d29fe1d07a4d8fff8fc9eafdc4c2e4eb02b7731054eac43609c5cbad3fcb&format=llm_user) ## Vivantio Integrations - [CustomerGauge](https://www.g2.com/products/customergauge/reviews) - [Designer Task](https://www.g2.com/products/designer-task/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) ## Vivantio Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Customization** - Customization - HR Integrations **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Investigation** - Separate Workflows - Anonymity - Documentation - Confidentiality **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Summarization **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **HR Content** - Knowledge Management - Content Delivery - Document Management **Access** - Integration - Assignment - Collaborative **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Generation - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Logistics** - Security - Employee Portal - AI **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Employee Experience** - Policy - Multi-channel - Cross-platform **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Management** - Ticketing Platform - Single Sign-On - Business Process Management - Self-Service - Dashboard & Reporting **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Generative AI** - AI Text Summarization **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards - Mobile Access **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports ## Top Vivantio Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,299 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (964 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) - 4.3/5.0 (777 reviews)