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Vivantio Service Desk Review

Vivantio Service Desk
Our score: 6.7 User satisfaction: N/A

What is Vivantio Service Desk?

Vivantio Service Desk is a help desk platform for SMBs that you can use to provide your team increased efficiency and satisfy your customers. With this application, you can better manage your help desk by decreasing your team’s workload and allow them to focus more on enhancing customer relationships. This innovative solution is designed to cater to the requirements of your customers, both within and outside your organization through higher efficiency and improved performance. What’s more, Vivantio Service Desk provides all of these benefits at a very reasonable price.

 

Overview of Vivantio Service Desk Benefits

Read on to learn about the numerous Vivantio Service Desk benefits:

Vivantio can give you the fast and consistent service you want for your help desk. It has, among other features, automated workflow, customized web self-service, and integrated email, ensuring that your end-users would get reliable and fast service every time. The software also helps your customers with self-help documents that are quickly searchable, making it easy for them to resolve their own issues or problems without getting an IT support staff.

Vivantio also offers various ticket types which can be individually configured and customized according to the needs of the business. It also allows you to issue service requests for departments or teams outside of the traditional IT or customer service departments.

Its client management functionality enables you to more aggressively address the needs of your external and internal clients because your team can readily access all interactions, thereby allowing them to make more timely and appropriate actions. VivaDesk automatically monitors all messages and communications, both from your help desk staff and your clients.

The reporting tools of this app enables users to readily monitor all processed calls, response times, the kinds of calls, etc. This feature offers business users the capability of readily determining which calls or customer issues require immediate actions and those that do not, which allows the reduction of such calls and issues in the future. Likewise, it can determine issues or areas for improvement among your help desk staff for performance appraisal purposes.

A cloud-based SaaS subscription can mean low up-front costs for businesses, easier deployment, secure data, reliable service, as well as predictable future costs.

Overview of Vivantio Service Desk Features

  • Ticket Templates
  • Integrated Interactive Reports
  • Data Export (PDF, XML, CSV)
  • Point-and-Click Codeless Configuration
  • Asset Management / CMDB
  • Custom Reports Builder
  • Customizable Views
  • Active Directory / LDAP Integration
  • Tasking
  • Self-Service Web Portal
  • Interactive Dashboards
  • Incident Management
  • Automated Escalation Rules
  • Problem Management
  • Change Management
  • Client Management
  • Knowledge Base
  • Service Level Management
  • Asset Audit Trail
  • Integrated Reports
  • Automated Ticket Routing
  • Service Level Agreements (SLA)
  • Business Rules Engine

Vivantio Service Desk Position In Our Categories

Because businesses have particular business-related requirements, it is only sensible they abstain from seeking an all-encompassing, ”best” business application. Nonetheless, it is hard to try to chance on such a software solution even among sought-after software products.
The better step to do would be to write the various chief functions that require careful thought including crucial features, price terms, technical skill ability of the employees, organizational size, etc. After which, you must do your research thoroughly. Read these Vivantio Service Desk reviews and scrutinize the other applications in your list more closely. Such well-rounded product investigation guarantees you weed out poorly fit software solutions and subscribe to the one that includes all the benefits your company requires.

Position of Vivantio Service Desk in our main categories:

TOP 100

Vivantio Service Desk is one of the top 100 Help Desk Software products

Vivantio Service Desk is also listed in the following subcategories:

Every business is different, and might call for a specific Help Desk Software solution that will be designed for their business size, type of clients and staff and even individual niche they support. It's not wise to count on locating a perfect software that will be suitable for every business no matter what their background is. It may be a good idea to read a few Vivantio Service Desk Help Desk Software reviews first and even then you should keep in mind what the service is supposed to do for your business and your workers. Do you require an easy and straightforward app with only elementary functions? Will you actually use the advanced functionalities required by pros and large enterprises? Are there any particular features that are especially useful for the industry you operate in? If you ask yourself these questions it will be much easier to locate a solid service that will fit your budget.

How Much Does Vivantio Service Desk Cost?

Vivantio Service Desk Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Here are the Vivantio Service Desk cost details:

Whether you need complete service management across the enterprise or a solution for your team of help desk managers,  Vivantio offers flexible pricing.

All editions include Incident Manager, Problem Manager, Change Manager, Self-Service Portal, Service Requests and Service Asset and Configuration (CMDB) straight out of the box.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Vivantio Service Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Vivantio Service Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac

Deployment

  • On Premise

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Vivantio Service Desk Comparisons

Vivantio Service Desk user reviews

Customizable and easy to use

Read full review >
Edna
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.09.2019 Company Size: More than 100 Employees Industry: Unavailable

Highly recommended

Read full review >
Josh
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Information Technology

Very fast ticketing tool

Read full review >
Sarah
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.09.2019 Company Size: More than 100 Employees Industry: N/A

Outstanding ticketing system

Read full review >
Audrey
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.10.2018 Company Size: More than 100 Employees Industry: Construction

Awesome tool

Read full review >
Aubrey
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.09.2018 Company Size: More than 100 Employees Industry: Information Technology

What are Vivantio Service Desk pricing details?

Vivantio Service Desk Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Here are the Vivantio Service Desk cost details:

Whether you need complete service management across the enterprise or a solution for your team of help desk managers,  Vivantio offers flexible pricing.

All editions include Incident Manager, Problem Manager, Change Manager, Self-Service Portal, Service Requests and Service Asset and Configuration (CMDB) straight out of the box.

What integrations are available for Vivantio Service Desk?

Vivantio is available in three editions to offer a comprehensive service management solution suitable for enterprise-wide ITSM implementations, mid-sized service desks and ITIL implementations. All editions are built on the same extensible foundation to provide customers with seamless upgrade paths and flexible licensing across all teams within an organization.

 

Vivantio Service Desk average rating:

Average score
5/5 (10 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Sarah

PROS: Vivantio is an award winning ticketing tool and it's a top leader in the industry. You can use it to automate and streamline your organization’s service desk. It helps us to log tickets for all our clients. It's easy to log tickets and do analysis on the issue and check the time logs. It is also very fast to compare with other tools. It is available in countries such as USA, UK, Germany, Canada, Asia, China Europe, Japan, Australia, India, Latin America and Middle-East

CONS: I have no dislikes at the moment. In case of any issue, the support team is always ready to help.

Reviewed 3 months ago

Read full review >

The least favorable review

Orville

PROS: I like the fact that the admin section is easy to navigate. The availability of the email updates which are also a channel to open ticket is very helpful for the end users. More so, the SaaS version has improved the response and the performance.

CONS: There are a couple of features that are missing. First, I wish that you could manage everyone who can access what channel to open tickets. Second, the chat solution should be integrated to ensure that the end users can chat with the tech. Thirdly, it should be email intergrated so that users can approve tickets on their phone by using a link.

Reviewed 2 years ago

Read full review >

More reviews from 10 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Customizable and easy to use

Read full review >
Edna
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.09.2019 Company Size: More than 100 Employees Industry: Unavailable

PROS: Vivantio has a highly configurable Saas solution which ensures that we get regular updates. It is easy to customize to a company's specific needs. We have used it to roll it out in to new business areas. Their support team is great to work with. They always respond to feedback or suggestions on their product through their forum session. We have used VivaDesk for over two years and we're happy with the overall service

CONS: I hope to see improvement from the advanced reporting tool (devexpress). It needs to be more intuitive. It isn't the most intuitive system.

What do you think about this review? Great Poor

Highly recommended

Read full review >
Josh
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: More than 100 Employees Industry: Information Technology

PROS: Vivantio can host multiple reports based off the tickets you have logged. It is easy to access everything without any unnecessary clutter. It also features various fields per ticket that allow you to have many types of information per ticket to be recorded and filtered by. I find the email notifications for SLA breaches to be extremely helpful. More so, the system allows you to prevent the breach, and keep your SLA's with your clients in tract.

CONS: The limitation is that the note window cannot be resized. This makes it difficult to view any previous notes when you want to add a new one. You can choose to either cancel the new note you're creating, or move the window around until you can read the notes below.

What do you think about this review? Great Poor

Very fast ticketing tool

Read full review >
Sarah
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: Vivantio is an award winning ticketing tool and it's a top leader in the industry. You can use it to automate and streamline your organization’s service desk. It helps us to log tickets for all our clients. It's easy to log tickets and do analysis on the issue and check the time logs. It is also very fast to compare with other tools. It is available in countries such as USA, UK, Germany, Canada, Asia, China Europe, Japan, Australia, India, Latin America and Middle-East

CONS: I have no dislikes at the moment. In case of any issue, the support team is always ready to help.

What do you think about this review? Great Poor

Outstanding ticketing system

Read full review >
Audrey
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.10.2018 Company Size: More than 100 Employees Industry: Construction

PROS: The outstanding feature of Vivantio is that it is very user friendly. The software service desk tool provides me with useful information at the touch of a button. I can view the state of our support queues as well as the other teams within our departments. It enables our customers to raise tickets through our self service portal. The additional configurable elements that help to set up notification improves the overall service that we provide to our customers.

CONS: There are some limitations. First, the tool lacks the sql background. Second, the report creation tool is not easy to use.

What do you think about this review? Great Poor

Awesome tool

Read full review >
Aubrey
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.09.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Vivantio has amazing features that make it give you a great user experience. You can access the interactions with your internal or external clients and see their needs using the client management feature. Using the VivaDesk feature you can track all correspondence whether they are coming from the customer or from a helpdesk employee of the business.Using the reporting tools you can easily track the calls processed, the types of calls, response times, among other things. Thus you can evaluate the priority issues that need to be addressed quickly to reduce future calls. More so, it can also pinpoint problems with particular members of your helpdesk team so that you can review their performance.

CONS: I have no major issue to complain about

What do you think about this review? Great Poor

Great product for our company

Read full review >
Marcus
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 05.09.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: I like the fact that Vivantio is easy to use, and being a SaaS program we are always on the latest version. The Saas program eliminates the issues of maintaining the server and doing the updates. With Saas, it is simple to keep up with version control and we don't need to worry that the updates weren't successful.

CONS: I don't like the fact that the annual fee has been increased by 5%.

What do you think about this review? Great Poor

Best ticketing tool

Read full review >
Harriet
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.03.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Vivantio is the best ticketing tools that I have encountered during my tenure as a service desk analyst. I have worked with other ticketing tools such as Maximo, Triole, Service-Now and CA but I can attest that Vivantio is the best ticketing tool ever. worked on. I love to continue woring on Vivantio.

CONS: The negative thing about Vivantio is that it's difficult to check updates on tickets when there are more than 20 on one ticket. due to there is no enlargement for each update.

What do you think about this review? Great Poor

Great for ticket management

Read full review >
Wade
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.02.2018 Company Size: More than 100 Employees Industry: Computer Networking

PROS: The current version of Vivantio is just as efficient as the older version. The new version has greatly enhanced features such as colour scheme which help to distinguish between different types and stages of a ticket, promotion of ticket to a project or change. Other great features such as Auto closure and raising of tickets which is synced with monitoring alarms also make it wonderful. Vivantio is also very user friendly. We can customize our categories and sub-categories and create self desired tabs and advanced features.

CONS: I have not encountered any problem with Vivantio.

What do you think about this review? Great Poor

Great service desk tool

Read full review >
Orville
3/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 29.01.2018 Company Size: More than 100 Employees Industry: Outsourcing/Offshoring

PROS: I like the fact that the admin section is easy to navigate. The availability of the email updates which are also a channel to open ticket is very helpful for the end users. More so, the SaaS version has improved the response and the performance.

CONS: There are a couple of features that are missing. First, I wish that you could manage everyone who can access what channel to open tickets. Second, the chat solution should be integrated to ensure that the end users can chat with the tech. Thirdly, it should be email intergrated so that users can approve tickets on their phone by using a link.

What do you think about this review? Great Poor

Enhances effective collaboration

Read full review >
Tim
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.12.2017 Company Size: More than 100 Employees Industry: Outsourcing/Offshoring

PROS: I like that it is quick and easy to manage our projects. This has helped to streamline our IT process. We love that we can collaborate on projects without the need to deal with emails or other confusing software.

CONS: What I don't like is that sometimes there are overly complicated processes for entering data. I wish that there was a more simple system for accessing information to make our process even better.

What do you think about this review? Great Poor
Reviewed By Louie Andre
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