# Vivantio Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Vivantio the right Help Desk solution for you? Explore 178 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/216733/Vivantio/reviews --- Vivantio 4.3 (178) [View alternatives](https://www.capterra.com/p/216733/Vivantio/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated April 21st, 2026 # Reviews of Vivantio Ease of use 4.2 Customer Service 4.4 ## Pros and Cons in Reviews JS Jason S Service Desk LeadLogistics and Supply Chain, 201 - 500 employeesUsed the software for: More than 2 years. “Clean, Crisp interface allowing for easy tracking and the ability to customise the interface to the business needs.“ September 19, 2023 HC Harrison C Network AnalysisTelecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “adding assets cannot be done in bulk, they all have to be added separately“ September 13, 2023 KM Kit M Digital Service Delivery CoordinatorCivic & Social Organization, 501 - 1,000 employeesUsed the software for: More than 2 years. “Vivantio have been a good supplier to work with, and the product has transformed our digital service delivery“ August 8, 2024 JS Jason S Service Desk LeadLogistics and Supply Chain, 201 - 500 employeesUsed the software for: More than 2 years. “All the way up to full blown server or networking issues.“ September 19, 2023 CS Chrysanthos S TeacherEducation Management, Self-employedUsed the software for: 1-2 years. “With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.“ July 8, 2022 BM Ben M EMM Team LeadInformation Technology and Services, 201 - 500 employeesUsed the software for: More than 2 years. “The mobile version isn't the easiest to use at the moment.“ September 22, 2023 BM Ben M EMM Team LeadInformation Technology and Services, 201 - 500 employeesUsed the software for: More than 2 years. “Alerts and management tools are very useful and it is great and customisable for out needs.“ September 22, 2023 SL Sam L Project ManagerHospital & Health Care, 51 - 200 employeesUsed the software for: 6-12 months. “The difference in the admin area to the technician portal is a little bit confusing at times.“ April 14, 2021 ## Showing most helpful reviews Showing 1-25 of 178 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ashley S. Documentation Coordinator E-Learning Used the software for: Less than 6 months ### "Vivantio" November 15, 2022 4.0 Pros I like the customization options you have that other products don’t and won’t offer Cons It takes a bit to get logged in and to navigate but not too many cons Review Source BS Ben S. IT Manager E-Learning Used the software for: 2+ years ### "Simple and adaptive IT Service Management" September 14, 2023 4.0 I have used it in more than one environemnt and deployment and customisation was easy especialy with the implementation help and guidance provided. Pros Ease of implementation and customisation. Cons Reporting tool is fussy and the labels can be confusing. Reason for choosing Vivantio Freshworks fresh desk & ManageEngine Servicedesk plus. Switched from [SupportBee](https://www.capterra.com/p/132028/SupportBee/) SupportBee was too simplistic and didn't provide suitable reporting features or categorisation. Review Source DG Darren G. Support Engineer Financial Services Used the software for: 2+ years ### "Excellent Product Support but lacking finer details" January 31, 2017 3.0 Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded. In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features. I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted. Pros User Support, Workflow module Cons GUI, speed of page loads, lack of updates to key functionality Review Source SL Sam L. Project Manager Hospital & Health Care Used the software for: 6-12 months ### "Excellent product and customer service" April 14, 2021 5.0 Pros The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need. Cons The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Vivantio Vivantio's customer service and demo support was top of the range. The product is great and the implementation team guide you through everything. Review Source David C. Service Desk Analyst Computer Software Used the software for: 2+ years ### "A solid incident management tool." July 14, 2017 4.0 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. 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. Review Source VR Verified Reviewer VIP Logistics Used the software for: 2+ years ### "INTUITIVE TICKET MANAGEMENT SYSTEM" June 14, 2018 5.0 Every Day use uses little machine resources so other applications can run at the same time. compatible with most commercial browsers. Pros Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs, Cons Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily Review Source VR Verified Reviewer Ingeniero técnico de campo en Redes Telecommunications Used the software for: Less than 6 months ### " The best solution for many management services" December 30, 2018 5.0 I consider it a more complete tool that I can definitely recommend. Pros It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. Improves and automates the process of incident management in the users of our services and IT support through support services for ticket activation, expansion and support routing. Cons In general, the software is excellent, however, there are functions at the moment of managing the incidents that cause some errors but do not affect the functionality. Review Source VHP Victor Hugo P. Ing Outsourcing/Offshoring Used the software for: 2+ years ### "It is a good software to manage your work." May 21, 2018 4.0 Is a good administration for work Pros The software use "ITIL foundation", is easy use this software is based on tickets and provide status for any updates or resolution of your ticket. Cons The reports is difficult and slowness for creating in general the all reports are very simple this is a good opportunity area Review Source VR Verified Reviewer IT Technical Support Information Services Used the software for: 6-12 months ### "Vivantio" April 5, 2019 5.0 Pros I have previously used Vivantio in a helpdesk environment. Vivantio allows you to log incidents and allocate them to certain members. Dashboard and reports are great to allow you to find trends. Cons N/A Review Source VR Verified Reviewer Group IT Director Retail Used the software for: Less than 6 months ### "Great Product" April 7, 2021 5.0 Pros Easy to implement and customise to meet our needs. Cons There are no revision history when create/editing custom pages. Review Source tR tony R. Service Desk Team Leader Mechanical or Industrial Engineering Used the software for: 2+ years ### "Vivanto ITSM great software in an easy to use package" January 31, 2017 5.0 We use vivantio on a daily basis, and find it to be an exceptional and versatile tool, it makes tracking and linking of assets to " users" an easy task, the reports and dashboards which are in the system and can easily be created are also very versatile and provide a wealth of information, to such an extent that other areas of the business are now potentially looking at using vivantio as their ticketing system rather than it just being used by the IT Department. The support team is also exceptional, I can guarantee that when I raise a ticket I receive a response within a max of 10 mins with my reference number and 99.9% of the time when I get a written response and usually get a detailed guide on how to resolve my query. The overall application cannot be faulted and I would recommend the software to anyone. Pros it's easy to use once configured correctly the information you can get out of the system is very user friendly and easily accessible Cons If linked to active directory, if a user entry is removed from ad it is very hard to locate any previously raised incidents for the person. Review Source SD Steven D. 2nd Line Business Application Support Analyst Information Technology and Services Used the software for: 2+ years ### "4/5 - Pretty good product." February 3, 2017 4.0 Lacking some features - Would be nice to copy over Dashboard configuration over from one system area to another (Dashboards set up to show call closures in one system area (IT team) has to be set up a fresh when setting up new system areas (L&D team). Would be nice for these to be able to be copied over. Search feature is very temperamental, when searching free text in subject line / content / title it does pick up some calls even if you copy and paste the title. As a workaround its easier to so a search in the deleted item folder in outlook where email to ticket has been set up from. Other than that the product is easy to use and generally good quality apart from performance issues here and there. These are generally picked up with the Vivantio helpdesk who are normally very prompt in providing status updates. Regards Steven Pros Support / Ease of use Cons Search feature doesn't work well / Site should be updated with more useful guides Review Source KKK Kiran Kumar K. Support Analyst Information Technology and Services Used the software for: 1-2 years ### "Reviewing after 6 months of usage" February 7, 2017 4.0 First thing I would like to convey is about the easy options in Vivantio. It is very easy to understand, to raised ant kind of tickets, to report and to maintain a Knowledge base. I have raised some of the issues with Vivantio Support especially working on reports, the support was quick and is persistent till it get resolved. Pros \- I don't see any slowness in terms of performance - I don't see any major outages which can interrupts business - User friendly and is easy to administer - Good support Cons \- The report Builder which is used for reporting could be enabled with advanced features of reporting. Review Source RM Reggie M. Network Admin Automotive Used the software for: 2+ years ### "Excellent Software for Global IT use" February 3, 2017 5.0 Our company has been using Vivantio for over 10 years and have found it to be a very powerful tool for our global IT departments. All of our sites are able to coordinate helpdesk tasks, workflow tasks and infrastructure deployments in a very organized fashion. It allows us to communicate with one another and stay on top of frequent IT problems and issues. We have the ability to collaborate on issues and work on solutions together. The tools are very powerful and helpful in our day to day use. The software has many features that we haven't started using yet, but I'm sure we'll get around to them eventually. Pros Easy to use and lots of features Cons n/a Review Source BK Brian K. IT Analyst Information Technology and Services Used the software for: 2+ years ### "Great and intuitive interface. Easy to use." August 3, 2017 5.0 Improved SLA tracking, on the fly ticket monitoring. 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! Review Source MH Matt H. Support Analyst Team Lead Information Services Used the software for: 2+ years ### "Great value for money" January 31, 2017 5.0 We are an IBM business that used an ageing system for both our customers and internally. ofter seveal other products being tested prior to Vivantio. After testing the product first hand and now implementing it accross our organisation I can firmly say that we made the right decision choosing Vivantio. the product itself is easy to use for my employees and customers alike. Its also great value for moey which is generally quite hard to find now a days. Pros Useability Cons Down time Review Source mT michael T. IT Specialist Information Technology and Services Used the software for: 6-12 months ### "I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have used." July 14, 2017 3.0 All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy. 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. Review Source JP Joy P. IT Enginer Education Management Used the software for: 2+ years ### "Reliable company used for years" January 31, 2017 3.0 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. 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. Review Source GP Greg P. Director of IT/POS Technology Restaurants Used the software for: 2+ years ### "Excellent Service Desk software" January 31, 2017 5.0 The implementation worked very well with Vivantio assistance and we just upgraded to the pro version without much issue at all. 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. Review Source NT Nelson T. It Information Technology and Services Used the software for: 2+ years ### "Great potential, needs more reliability" February 6, 2017 2.0 "Performance..." and "Active Incidents" tab do not work over %50 of the time. Incidents that are merged can not be unmerged. Great tracking of old incidents Pros Very productive database management when it works Cons features stop working. Freezes often. Direct contact Review Source mT michael T. IT Specialist Telecommunications Used the software for: 1-2 years ### "I use vivantio every day as ticketing software" August 15, 2017 3.0 I used servicenow before Vivantio, and the difference is like night and day with Vivantio being the better choice. Pros I like the filters the best. With the filters I can usually find what I am looking for easily. The sorting option works well too. Cons It can be very laggy at times and I have verified that this is not a network issue. This often occurs when updating , submitting, or closing a ticket. Review Source WD Wesley D. Used the software for: ### "Powerful, enjoyable and great service, but..." February 3, 2017 4.0 I'm the admin for Vivantio ITSM in our business. I've also been admin for a handful of other ticket logging tools over the years and this one has some serious benefits which I'll be sad to miss out on if I move company in the future. It has a good amount of configuration options that make the tool extremely flexible and most things you'd like to achieve can be, one way or another. It's this aspect which is so enjoyable - their business rule builder, report builder etc. allow for creative logic to get things done. However, my love/hate opinion on the system comes from their customer support. They're great in that they're responsive, I've never had to wait more than a few hours for a response to a query I've made. They almost always come up with an answer that is suitable, or fix my issue by passing onto their (very active) developers. And here's the but... sometimes they can be a bit too accommodating. I have been known to ask for some pretty elaborate changes to the tool, to do things that really would only be of benefit to my company for example, and their answer is always that they've added it to their future development schedule. I think I'd rather a 'no' in these cases, because I'm left wondering when I'm going to get these changes. And they're numerous. Oh well, maybe one day I'll be pleasantly surprised, until then I'll wait in anticipation. Review Source MM Minaketan M. AVP Computer Software Used the software for: 2+ years ### "Good To manage and coustomizable" February 3, 2017 5.0 Good to use and assigning the tickets and maintain the status of tickets is very good feature. It is also manage the history of the tickets so that we can get a basic idea if any case it reporn the tickets. Thanks Minaketan Mishra Review Source SR Syed R. Graduatiee trainee Information Technology and Services Used the software for: 6-12 months ### "It works good and it has some many features and friendly user.i learn many things as a fresher." December 20, 2017 5.0 Knowledge gain. Pros with these application we can generate all the reports with easy way and its very easy to find errors which we have done errors. Cons Some time its Hangs and some time while searching with ticket number its gives a result wrong that could one i am facing. Review Source VC Victoria C. PMO Coordinator Information Technology and Services Used the software for: 1-2 years ### "Brilliant Product! Would certainly recommend" January 31, 2017 5.0 I use this in my day to day role as a PMO. Support tickets are logged through this and I also use this to keep a track of change requests using CMDB. It's quick to use and easy. I have logged a couple of tickets for feedback to Vivantio, and they were really quick to get back to me, very helpful company and a great product. Pros Ease of use Cons Can be a little slow Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.