Vivantio

Vivantio Pro

4 / 5 72 reviews

Who Uses This Software?

Vivantio Pro streamlines service workflow and reduces overall IT costs for organizations in a variety of industries, including government, healthcare, manufacturing, financial services and retail.


Average Ratings

72 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $60.00/month/user
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Vivantio
  • www.vivantio.com/
  • Founded 2005
  • United States

About Vivantio Pro

Vivantio Pro is the most flexible, reliable, trusted help desk software on the market. The product's built-in automation and organization saves you time and money and frees up your support team to focus on crucial tasks like business planning and management. Leverage key ITIL processes like incident, problem, change and service management and advanced features like asset management, AD/LDAP sync, SSO, knowledge base, self-service and SLAs to build your ideal service environment.


Vivantio Pro Features

  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

Vivantio Pro Reviews Recently Reviewed!

Great and intuitive interface. Easy to use

Aug 30, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support

Pros: My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Cons: It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

Great and intuitive interface. Easy to use.

Aug 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Excellent process for tracking tickets and monitoring SLA. Intuitive workflow, highly customizable.

Cons: DB engine can lag at times when running larger saved searches. Not an issue, just refresh and away you go!

Overall: Improved SLA tracking, on the fly ticket monitoring.

I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have used.

Jul 14, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: My favorite feature is the filters. I can cover multiple sites and check all of my team mates ticket queues with one click of a button. This really comes in handy during holidays when I am covering multiple sites.

Cons: Vivantio needs to be able to open and check more than one ticket at a time. When I have multiple tickets, it takes me an absurd amount of time to check them and put them on hold. The entire time that I am going from ticket to ticket, the sla clock is ticking, and this is time that I could be working to resolve the issues in the tickets.

Overall: All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy.

A solid incident management tool.

Jul 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Clean interface and easy to use. Highly customisable in regards to queues, and an easy to use scheduling system to schedule various automated tickets, with checks or standard template incidents.

Cons: It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

Overall: All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent. We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Excellent and intuitive user interface

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive ticket tracking, AD and email integration. OOO notifications for techs is a big plus. Ability to setup custom ticket queue searches is invaluable for techs covering multiple locations.

Cons: Ticket update emails can be confusing to the end user, however not a big issue once the end user knows what to look for.

Overall: Lower SLA's and active to the minute ticket tracking

Vivantio Pro Review

Feb 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The user friendly interface and ease of use.

Cons: None so far

Overall: So far.. it's been a pleasure to use to track/monitor all our incidences, either open or pending. It also is a great tool for workflow and asset management. We have been able to assign incident tickets effortlessly to other members of the team. Creation of new user/company etc was a breeze. Thanks!

Recommendations to other buyers: None

Not Bad, Not Amazing

Feb 10, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: I'm not blown away with the software based on features and lack of documentation on the vendor site. However, it serves its purpose and is functional for our needs.

Great for small businesses, less good for large enterprises

Feb 10, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Ease of use;
easy to set up and configure;
helpful support staff;
cloud-based and so can be used from anywhere;
configurable change workflow;
self-service portal;
auto-update of changes via email;
Licencing by concurrent users, meaning that many users can be set up, but there is a limit on how many can access the system at once. This is very useful for users raining changes who do not need to access the system often, and keeps the cost down.

Cons: Functionality quite basic;
No accurate way to measure SLA;
not enough automation - it needs to be able to automatically change statuses, assignees, etc., based on user actions

Overall: Vivantio does what it says on the tin, and for a small organisation it does a fine job. The weaknesses only become apparent when the numbers of users passes around 20, tickets pass 100 per week and customers pass around 20. Then you start to realise that there are too many manual steps in the use of the system. A good example is SLA (service level agreement) reporting; how have we performed this month against the targets we are contractually obliged to meet? An analyst works on a ticket, sends an update, then marks the ticket 'awaiting customer'. The SLA clock stops. The customer replies, but crucially there is no mechanism to start the SLA clock again, and if no one notices the SLA clock does not start again. For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA.

Reports look great but are a nightmare to set up. If you don't know crystal reporting you may need a course just to send out a daily report of how many tickets you have open.

The Change workflow is rather good though. Custom workflows can be defined, where a user raises a change and submits it for approval. Any number of approvers can then be notified and the change can only be actioned when all the necessary approvers have given their go-ahead. One downside is that each person who actions the change must choose who does the next action, and if anyone forgets no tasks are assigned to anyone. Again, this is fine for low use, but if you are dealing with a hundred changes a week and need to convene a CAB meeting you may risk missing something.

The support department are helpful and friendly though. Always a pleasure to deal with.

Overall, I would say that Vivantio improved my own service desk, but outlived its usefulness in around 4 years.

Recommendations to other buyers: If you are a small organisation (less than 100 perhaps) then I would definitely recommend this. Vivantio are very helpful in setting up the system to meet your needs, and to a large extent it does everything you need for ticket management, problem management and change management. However if you are a medium to large organisation I would recommend something with more automation, like perhaps Service-Now.

Bianca Gilberts review

Feb 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of using the system

Cons: You can only accept one ticket at a time. It slows your process down. It would make our job easier if you could accept multiple tickets at once.

Overall: We use this daily to complete work task. I love it. We can keep track of the information and it is very easy to access if we need to go back and review the ticket.

Recommendations to other buyers: Please advise on how you can accept multiple tickets.

Good helpful tool

Feb 04, 2017
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: functions

Cons: layout

Overall: experienced supportive communication tool with our customer with good functionalities, in which we can achieve the result smoothly, but i think the layout can be in a better form

Recommendations to other buyers: improve the layout

Not a perfect system, but still one of the best service management software.

Feb 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to navigate and adding of details of users.

Cons: Could not back date call logs.

Overall: Very good! Maybe new version could add a way to back date inputs due to different time zone would be better2

Recommendations to other buyers: Not for now, everything is good and works fine.

Level 3 Support

Feb 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, Very easy to add and work tickets when needed. This cuts down the delay you would have with bulkier ticket systems. Saving Time and money making service turn around quicker.

Cons: Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.

Overall: Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to see a couple features added as well like to see a fix on the graphs. I have been keeping track of my tickets completed to put against graphs and as well per person. I am finding that they don't match what I have completed and sometimes off by 20 tickets or more.

Recommendations to other buyers: Need to update software to fix errors in tracking system.

Basic service desk product

Feb 03, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: it works

Cons: it doesn't look 2017, it doesn't work on the mobile devices

Overall: We use Vivantio for some years now, it does the job, so no issue there. But, it's not mobile device friendly, so if you would like to use it on a tablet or a phone, reconsider.

We love Vivantio!

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's easy to use and the cost is great compared to other systems on the market with less features.

Cons: There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system.
Also, I LOVE to customize things so, the more customization options there are the better, for me.

Overall: So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.

Recommendations to other buyers: See above, we really need this feature soon!

Vivantio-Easy to use

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Easy on the eye, straight forward

Cons: none

Overall: No issues, easy navigation and straight forward. I do not use all the features, mainly "my tickets" and "incidences".

Recommendations to other buyers: n/a

Excellent service for the money

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Nothing comes close to Vivantio when it come to customization and reliability. We searched long and hard before we settled on VivaDesk (Vivantio), and we couldn't be happier. Excellent customer service to boot.

Northlands Edmonton

Feb 03, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money

Comments: We are finding that Vivantio is difficult to customize and is missing features that would be beneficial to our operations. An example is simply being able to have a due date on tickets and pop up reminders.

I LOVE VIVANTIO

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: freedom and choice

Cons: nothing

Overall: I am new to Vivantio but have found it a very user friendly system that allows me the freedom and choices to optimise my workload, the funcionality and support is top notch and due to this i now consider this area one of my strenghts.

Recommendations to other buyers: no

Great ticketing system

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Offers a trustable + quality service
I would recommend Vivantio to anyone wanting a ticket database solution they can rely on.

Simplicity is key

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: we started using this after our sister company in order to provide a unified approach to support. Everything on it was great, easy to pass ticket between whilst still remaining physically separate. Great bit of kit.

VIVANTIO Ticketing system

Feb 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

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

Vivantio Review

Feb 03, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Simple to use

Cons: Search feature

Overall: the Viantio product worked fine for what i needed to use it for however for the business i think there was a lack of features and functionality they were looking for.

Recommendations to other buyers: not really

I really like everything except the mobile experience

Feb 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: It's quite intuitive and easy to use. The only exception is the mobile experience is virtually impossible b/c of how it pushes everything together.

Initial thoughts

Feb 02, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: If customer's use it its a good way of tracking service requests

Cons: see previous comments, regarding adding retrospective requests. Also you do not have an Industry for Housing or Property Development on your list. I have previously worked in investment banking and also venture banking but now work for a charitable housing association (wanted to be part of a business with social objectives). Have therefore had to select 'real estate' as this is the nearest but as one of southern England's largest housing associations, we provide homes for more than 67,000 people.

Overall: I have not used customer support and do not know whether this is value for money as I am not involved in procurement. I am an analyst and our team use it to manage our workload. I have to say I don't find it very easy to use when I have to add a customer's service request retrospectively (ie. they have not requested reports via Viva desk but by email for example). Then finding the service request afterwards can be tricky once added. If you save without populating all the fields, just the 'red' compulsory ones, then the case does not save but simply disappears but it doesn't prompt you to fill anything else.

Vivantio - Great product

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Comments: I have been using Vivantio for about 8 months now and really enjoy it as a service desk tool. I've used many different types of service desk products - including home-made custom ones in Salesforce, SharePoint, Service Now, etc. So far, Vivantio has been my favorite. It's very user friendly and easy to use. Our IT team picked it up rather quickly. It's also easy to reference old tickets and know what you need to work on.

Easy ticket tracking

Feb 01, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: This could be how it was built in our environment.....Very easy to use but would like better reporting options for exporting data and building custom reports. Dashboards have limitations that make the viewing charts less appealing.

Migration to Vivantio Pro

Feb 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Configuration is easier; New and improved reporting capability; Custom Forms; Escalation

Cons: So far I haven't found to many things to be negative about!

Overall: Our recent project to migrate to Vivantio Pro has been a good experience and I know that we will benefit from the many new features and functionality available to us. We have received excellent support from cust care at Vivantio throughout the migration plan, and I really appreciate the care, time and dedication he has shown that has helped us enormously. We are now in the testing phase, but with a good design and support on building effective structures, I know that the delivery and Go-live will be a huge success.

Good features, but Interface could be improved

Feb 01, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: features

Cons: UI

Overall: There are some good improvements over the old Vivantio platform. However, the lack of a good mobile experience holds the product back, it is simply unusable on a mobile phone, and I do not know of an app at this point

Also, it would be better if each user had a dashboard as standard that would list all items assigned to the user, (incidents, calls, tasks )

Also, if we could simply refresh a section of the screen, eg the list of incidents, that would be useful, instead of refreshing the whole page

If the site could remember the section are user is on, so when they return to site they go straight to the same section. many users will only be interested in open incidents that are assigned to their team

Finally the search could be improved. If you search for an incident by keyword, often, no results are found, even when that keyword exists in an incident. We raised this as a support call, and the response was that we should filter by dates in order to narrow the search. This would be fine if the system displayed a message to use dates to narrow the search, but the system simply says "No items to display", which is inadequate from a user experience point of view, and simply wrong from a logic point of view

Recommendations to other buyers: as stated on previous section

User friendly and impressive software

Feb 01, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Very good software, user friendly. I am happy using this software. Reports section impressive and engineer can generate reports according to his requirements. The way to Tickets update and edit is very easy and quick to the engineer and anyone can use it without any challenge. I love this software. :)

Great for organizations who adapt ITIL

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Adaptable an ITIL focused

Cons: More value for the money.

Overall: As an IT consultant and a Tier 3 escalations engineer, I am not a daily user of Vivantio Pro as I only deal with support tickets if they are escalated to me.
However, in working with the Level 1 support desk in our organization, who uses it on a daily basis and as a mission critical application, I hear very little complaints about it on a day-to-day basis. You could say that "no news is good news" regarding users and their perception of the quality of the application :)
Secondly, in my own experience, I find Vivantio Pro easy to use and efficient. I have rarely experienced Vivantio technical issues and if there issues with access to the site, the resolution time has been more than acceptable.
Lastly, and probably most importantly, as a person who recently joined a global organization who is highly client focused and uses ITIL framework and methodologies as means to be client focused, Vivantio Pro is a good fit as it offers an adaptable and wholistic approach to IT service managment.

Lessen the downtimes

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is capable of making reports that is easy to use and read.

Cons: unexpected times that it will decide itself that it will be unusable for sometime.

Overall: There are several times that our support line experienced downtime during shifts. That makes us unable to work on our tickets properly. Although, the support team of vivantio is very helpful, we wish you can lessen the downtime of the app on specially on the time we use it most.

Recommendations to other buyers: Keep the support team's email and telephone number. They are your friends.

Super easy and flexible software management tool

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I have had great success with using Vivantio as it offers a really agile and flexible tool for managing software and platform issues

Simple and effective ticketing system

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I enjoy the ease of use, simple set up, and navigation of the system.

Cons: I wish there was a place to paste pictures where the user could see them when instantly opening the ticket instead of having to click on files and select an attachment.

Overall: I have been personally using Vivantio for about 1 month now at my company and the ease of use and simplicity is quite enjoyable. It is also helping our company to create reports and manage issues in a much more timely fashion. Thanks!

Recommendations to other buyers: None at the moment, I've only been using the system for about a month.

Fine, but a bit quirky

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality

Comments: Overall it does what it needs to, but I dislike some aspects like the handling of pictures attached to emails (go and dig through a list of files) and text editing.

Great software but lake in standard reports

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: First, i would like to thank you all for this great software, as I'm the support manager the important think to me is reports, however i realized that vivantio didn't has standard report that fit my needs, but with the help of the vivantio team we were able to make some customize reports that meet our requirements, only concern point is the report builder is hard to use and there is no guide for it to learn it so if i need more reports i could make it myself, but overall i'm happy for using such a great tool.

Thanks very much,

Good bang for the buck

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Web based, and fast if you have a fast internet connection.

Cons: Could be more flexible in conforming to our workflow. Some options are not customizable, and some are, at a price.

Overall: Nice basic feature set, but customizing comes with a price. Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client. Very rare outages, and quite fast for a web based client.

Recommendations to other buyers: Works well for a helpdesk solution. Good bang for the buck.

First year using this Just put in place in Jan 2017

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Support has been good so far, software itself on the admin side is somewhat complex, but on the end user side is friendly and easy to use. As an admin you can modify settings that best fit your users, there has been some minor issues with getting some admin features to function as expected; however an email to the support team usually gets the issue resolved in a timely manner.

I like it!

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: This interface is extremely easy to use and intuitive. The tracking feature helps me make sure that I never miss a ticket.

A First Class Service

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Everyone has access and can be kept up-to-date
User Friendly
Good tool when not on same working sites

Cons: Nothing at the moment (new user)

Overall: New post - receptionist - great for keeping people in the loop, everyone has access. User friendly programme can't wait to have a go at "Reports"

Recommendations to other buyers: Nothing at the moment thank you

How has this not got more reviews!

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: Offers solutions that work with a variety of business needs, from customer service calls to IT help desk tickets. These solutions are flexible enough to be customized to meet each business's environment. Each component, including tickets, assets, knowledge base articles, and end users, can be linked to provide on-demand relationship data and time saving trend analysis. Knowing how many tickets are associated with a particular computer can assist in replacement decisions.

Vivantio pro

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: It makes tracking issues easy it also handles communication very effectively.

Cons: Nothing

Overall: I love using vivantio pro, it makes tracking our issues through environments from multiple sources a breeze compared to how it was previously done. It also congregates communication very effectively allowing everyone involved to see what is going on as it happens.

Recommendations to other buyers: No

Its good but needs improvement

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: There are some issues. It needs looking at. Rather than making us change passwords suddenly, you should notify us in advance. I one day had an emergency and needed to log in, but I had to change the password which wasted a little bit of critical time.

Easy to use

Jan 31, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Vivantio is quite easy to use when you get around it - this was my first thought of it. It is well organized, tracking of the tickets is easy as well. Ticket logging system is fairly good as well, there are just some delays in response time when I try open a new incident or make a quick search.

The main issue for me was the response time within the website though it is a web-based application. Improving that in some way would be very beneficial for all users who are using Viva. And lastly, I have experienced huge delays with the Dashboard section, the stats take a long time to load. Very long time. And I am not sure if they reflect actual data.

Other than that - very pleased with Viva.

Great Software

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Software really handled customer tickets, It really deserve to try.It really helped also in categorizing customer tickets. Thanks Vivantio

An unbelievable suite of feature-rich design!

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: As a technician, I need to be able to access important tickets and features quickly. Also be able to identify at a glance which tickets have priority over others. Vivantio does this while also allowing workflow efficiency by adding filters and triggers.

Customer Support

Jan 31, 2017
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: I worked on Vivantio 5 months ago and i felt a major changes compared with the other supporting tools. it just need to be enhanced to be more easy to use.

A big change for a big gain

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The customization level of the product.

Cons: The learning curve.

Overall: My organization is moving from an older product that nickel and dimed every feature or function, and became exceedingly more difficult to upgrade or maintain. Vivantio's pricing model was consistent and flexible, its features robust, and customization beyond anything I've seen in a ticketing system. Vivantio will mold into a product for my organization, instead of the organization bending backwards to fit the product.

Recommendations to other buyers: Its worth learning to make the most out of it.

My time working with Vivantio Pro

Jan 31, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Good software for ticket management with a lot of potential for the reports maintaining a platform that is easy enough to use by end users.

Great tool - a must for all ITIL professionals

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: This solution is designed from ground up to be in line with ITIL best practices. By using Vivantio, we are able to manage Incidents and service requests more effectively and provide, or exceed, the level of service to the customer.

Excellent Product

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy and quick to modify and use. Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management. Aligns to ITIL best practices.

Cons: Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.

Overall: Having worked in IT support for a number of years across different industry sectors, I have used a number of different Helpdesk ticketing/service management products. Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received. It's quick, responsive and overall the best product I've used! Highly recommended!

Vivantio Review

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality

Comments: Good uptime and notifications from the Vivantio team if there are problems with the platform. Good integrations with CRM so we can import accounts and contacts into the system. Also, the web portal is generally well received by customers, as well as the ability to publish articles to them on commonly faced issues.

A solid incident management tool

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: I have been using Vivantio for the past 2 years, and I find it is an extremely easy to use, and customizable tool.

It is easy to set it up to your organization's way of working and allows for automated reports as well easily filtering tickets by a variety of fields.

My time with Vivantio

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: -Very easy to use and provides an easy platform on which to handle client tickets

Cons: -Can be hard to get used to using at the start
-Finding old tickets can be a pain sometimes

Overall: Using vivantio is seamless and relatively easy to do. From having never used the program 2 months ago to using it on a daily basis it has become an integral part of my work life. With vivantio it allows me to keep track of all of my client tickets eventually and see what needs to be done most urgently during the day. Overall great program would recommend

Recommendations to other buyers: -Not particularly, contrary to my cons it is quite easy to pick up and start using

Excellent software

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Entirely trouble free usage, very stable service. Would recommend wholeheartedly to any organisation considering a new helpdesk software.

Vivadesk at Southern Housing

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I use it on a daily basis and find it very easy to use and customisation for our needs are working well

Excellent Service Desk software

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and has all of the functionality that we need now.

Cons: Anything we have found issues with has been resolved or upgrading to pro has taken care of.

Overall: The implementation worked very well with Vivantio assistance and we just upgraded to the pro version without much issue at all.

Proactive Service

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use
Quick and responsive
expansive and through

Cons: search criteria can be sometime confusing when trying to search for calls users or assets without the IN number

Overall: I use Vivantio on a daily basis as part of my IT support role. The upgrade that was done in 2014 has been fantastic. On occasions there may be so slow processing but the customer service department are always proactive in informing us of any technical issues they are experiencing with the service that affects us as the customer.

Recommendations to other buyers: I would like to be able to select more then one call at a time to assign to myself. In the old version we were able to select a number of calls and assign them to technicians we are unable to do this since the upgrade

Vivantio PRO - 3 years in

Jan 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We have used Vivantio Pro for 3 years now and in this time it has handled our requirements to fulfil incident and service request management for numerous customers. The guys on support are usually on the ball when there is an issue, of which there have been few. The professional services team have a great understanding of their platform and can tailor it to suit your requirements. Reporting, self service portal and surveys to name a few are all available out the box and do not take too much effort to set up with basic configuration. Different mail queues can be assigned to different incident queues if required. As far as ITSM platforms go, this one is pretty flexible and will more than likely meet your needs.

Reliable company used for years

Jan 31, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: adhering to ITIL standards, the fact that it now works in most web browsers as a SAAS service

Cons: Sometimes a bit slow in responding but never constant.

Overall: First used as a on site hosted ServiceDesk, no using Vivantios' SAAS service.
Good response time and able to listen to clients needs which are later implemented in updates.

Recommendations to other buyers: Bulk actions like assigning and deleting would be useful.

Excellent product and service

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very flexible and most of the needs are covered.

Cons: Some basic features are missing such as being able to read and write information from emails.

Overall: My experience so far has been very good. Our implementation manager has been very useful, and is very capable of understanding our needs and make them possible. I'd like to see more features such as being able to extract information from an email coming in.

Recommendations to other buyers: Keep up the good work!

Web ticketing goodness

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The fact that it is web based.

Cons: The fact that, by default, it will accept any incoming email address and create a ticket.

Overall: I've used other web-based ticketing systems in the past - like SchoolDude, but Vivantio is so much more... the best thing about it is the customization, to fit our company's needs.

Recommendations to other buyers: None.

First Time User to Product

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have to say, Vivantio is an amazing program, the customization for every little detail that we wanted was able to be done. Andrew is amazing and helped with the process and continues to help as we start to uncover more and more about this program. Keep up the good work!!

Nifty piece of software

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to track and manage current and past issues raised. It's also simple and easy to use.

Cons: Can be buggy at times.

Overall: Vivantio is the fast and consistent service you want for your help desk as it can easily track and manage all of your incidents that have been raised in the past and any current issues open. Furthermore, 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 Review

Jan 31, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: I find it easy to use and to keep track of where our tickets are at in relation to customers. Information is readily available and displayed well.

Awsome Call Logging Software

Jan 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: User Friendly

Cons: Can sometimes be slow

Overall: Great easy to use software, user friendly and useful to produce reports.
Vivantio support is always quikc to respond and helps with all issues.

Simple and straight forward software that is easy to use and helps save a considerable time.

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Have used this software for sometime now and have found it very simple and easy to use and understand. This has helped save a considerable amount of time when dealing with both internal and external issues.

Happy with use as a service desk utility

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Vivantio has been very useful over the past few months since it has been implemented and it has provided a better customer support platform which our service desk looks to build upon. Finding that not only can it be used as a simple ticket system however it can be used for more extensive project planning! Definitely recommend for service desks looking to provide a more stable and quality service to their customers.

A true Remedy Replacement!!!

Feb 24, 2014
5/5
Overall

Comments: Was on the look for something to replace our ancient Remedy setup. Stumbled onto VivaDesk here. Good people there showed us how WE can configure VivaDesk. Gentleman named Steve showed us how to create a custom field in about 15 seconds. Would take an act of Congress to get that done in Remedy.

Pros: all manageable in-house! buying it new cost less they our remedy renewal

Cons: the fact I didn't do this two years ago...

Vendor Response

by Vivantio on February 24, 2014

Wonderful news Calvin. Our intent has once again been realized. :) Thank you for being a valued customer VivaDesk!

Easy to use Service Desk software

Feb 13, 2014
5/5
Overall

Comments: Having looked at several solutions within the market we found Vivadesk an instant winner for type of requests list. We also welcomed the option of paying the same fee regardless of whether we chose Cloud or On Premise delivery.

Pros: Easy to use Strong ROI Low Pricing model Great Pre-Sales Support

Cons: Noe as yet

Vendor Response

by Vivantio on February 24, 2014

Thanks for the positive note Stephen. We were one of the pioneers of SaaS help desk software. However I certainly glad you spotted our on-premise offering. You won't go wrong either way. :)

Having now trialled Vivadesk against a number of its rivals i have to say its dollar for dollar the best Service Desk we have found for our team.

Feb 13, 2014
5/5
Overall

Comments: Having now trialed Vivadesk alone side a number of its rivals, I have to say its dollar for dollar the best Service Desk we have come across.

Pros: Ease of Use Very Low ROI US Based Support Strong Pre-Sales Support

Cons: None Found

Vendor Response

by Vivantio on February 24, 2014

@Roger, we do like to boast a bit about how simple it really truly is to replace a legacy enterprise service desk solution with VivaDesk. We're glad to have you on-board!

Wow! Finally...someone got it right!

Feb 13, 2014
5/5
Overall

Comments: We tested a lot of ticketing systems but they were just that. A ticketing system. Not much more than fancy email. VivaDesk seems like it was designed by IT staffers. Thank you VivaDesk!

Pros: Real IT features. Ticket and asset linking. Parent child tickets. Task workflow. PRICE!!!!!!!!!!

Cons: Comes with more features than we need right now. Is that a Con?

Vendor Response

by Vivantio on February 24, 2014

Ha. We've actually got an article / white paper on just that topic. A brief quote: "In the same way that a square can be a rectangle but a rectangle can't be a square, true help desk software can be customer support software BUT customer support software can't be true help desk software."

Jul 28, 2016
4/5
Overall