# Page 2 | Vivantio Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 2 - 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

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Vivantio

4.3 (178)

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Last updated February 24th, 2026

# Page 2 - Reviews of Vivantio

## Showing most helpful reviews

Showing 26-50 of 178 Reviews

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Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

KM

Kit M.  
Digital Service Delivery Coordinator  
Civic & Social Organization  
Used the software for: 2+ years

### "Vivantio - Link Group "

August 8, 2024

4.0

Vivantio have been a good supplier to work with, and the product has transformed our digital service delivery

Pros

Support for IT Service Management Highly configurable Responsive support

Cons

Interface not customisable in the way I would like (make text black, not grey, for ease of reading, reduce white space, display key ticket data at all times)

Alternatives considered

[Jira](https://www.capterra.com/p/19319/JIRA/)

Reason for choosing Vivantio

N/A

Review Source

LA

Luisito A.  
Facilities Tech  
Outsourcing/Offshoring  
Used the software for: 2+ years

### "Vivantio review"

September 8, 2023

4.0

Vivantio is generally well-regarded as a comprehensive service management platform that offers a range of features and capabilities

Pros

The level of support contributes to a positive user experience and helps users maximize the value they get from Vivantio.

Cons

Particularly when dealing with large amounts of data or during peak usage times.

Review Source

PAN

Polly Ann N.  
Software QA Analyst  
Airlines/Aviation  
Used the software for: 2+ years

### "Best Part of Vivantio has been the Approval Process"

April 6, 2021

4.0

Pros

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Cons

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

Reason for choosing Vivantio

None of these had an approval process that fit our needs. There is a real lack of product out there for use in a small/medium-sized company where the employees are the customer. Too many employee approvers for a licenses for everyone (ZenDesk's approach was too costly, Jira was too expensive for all of our employees to be included as users and the approval process wasn't intuitive, Zoho was too expensive and didn't have the features needed for employees to approve work requested of the IT department by other employees.) so in the end, despite some issues with configuration not being intuitive, I was able to build a process that meets our needs 90-95% of the time.

Review Source

AS

Andy S.  
Senior Service Delivery Analyst  
Design  
Used the software for: 2+ years

### "Our IT support staff use this software to manage helpdesk calls efficiently, great for all businesse"

February 15, 2018

4.0

: Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management/change control/knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if an incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of subtasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in effect.

Pros

This software offers lot's of functionality, the client management features allows interaction with external and internal clients, calls can be managed easily and end users can track their own updates and call status. We find that Active Directory / LDAP Integration is most useful making it easy to configure and are able to use our own AD security groups to configure permissions to access ITSM We are able to manage end users incidents via Incident Management, offers great functionality keeping the user up to date with the progress of their call working towards a remedy, with automatic notifications when the call has been updated with new information with the Problem Management feature we are able to easily keep records of current workarounds that have been implemented until a more permanent fix has been sourced. Change Management - We use this for major changes to the network with our network team, and much more listed below. Ticket Templates Automated Ticket Routing Built in Reports Service Level Agreements (SLA) Asset Management / CMDB Asset Audit Trail Custom Report Builder Data Export (PDF, XML, CSV) Business Rules Engine Automated Escalation Rules Self-Service Web Portal Tasking Customizable Views Build-in Interactive Reports Custom Reports Builder Service Level Man

Cons

some features don't allow multiple close on calls, so if there are lots of tasks closing them in one go can't be done.

Review Source

JH

Jonathon H.  
Technical Support  
E-Learning  
Used the software for: 2+ years

### "Good value for money ITSM Tool for ITIL based Service Desks"

April 6, 2020

4.0

I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users. Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.

Pros

I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great. The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you. It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to. Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available. I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving. Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

Cons

There is nothing that I particularly disliked about the software itself.

Review Source

GW

Geoffrey W.  
Service Operations Team Lead  
Information Technology and Services  
Used the software for: 2+ years

### "Great for small businesses, less good for large enterprises"

February 10, 2017

4.0

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.

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

Review Source

JS

Jason S.  
Service Desk Lead  
Logistics and Supply Chain  
Used the software for: 2+ years

### "ITSM Platform"

September 19, 2023

4.0

With Vivantio we are solving all matter of issues be it from missing mouse and keyboards at work stations. All the way up to full blown server or networking issues.

Pros

Clean, Crisp interface allowing for easy tracking and the ability to customise the interface to the business needs.

Cons

Missing a full dedicated Remote Support Tool

Review Source

CS

Chrysanthos S.  
Teacher  
Education Management  
Used the software for: 1-2 years

### "One of the best customer management software"

July 8, 2022

5.0

It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

Pros

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are: A user-friendly interface that can be easily adapted. Specifically, queue management and task ownership. I never encountered any outage due to stable performance and availability. The level of technical support

Cons

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

Review Source

Response from Vivantio

July 19, 2022

Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. 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 simplicity to the software. 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.

ST

Shiella T.  
Supervisor  
Telecommunications  
Used the software for: 2+ years

### "Vivantio || True User Review "

September 8, 2023

5.0

Good. I use it everyday, its easy to access, easy to understand, smooth to navigate

Pros

The option for your to always go back and see your previous tickets created, how to create and submit it easy.

Cons

Sometimes, there's might be a minor glitch that causing for the login user to see that they're unathorized although it works after a refresh of the page

Review Source

LW

Lee W.  
Service Support Manager  
Design  
Used the software for: 1-2 years

### "Viviantio makes Service Easy(ier)!"

September 13, 2023

5.0

Excellent tool for keeping all communication with the client and technician in the ticket in case we need to go back and look at responses or timelines.

Pros

Ease to create a ticket or respond to a clients service request.

Cons

There are still some features we are working with Viviantio on to see if they can help solve tracking issues for service contracts. Also trying to see if we can get necessary reports from the platform.

Reason for choosing Vivantio

I was not in on the decision making.

Review Source

SA

Sean A.  
IT Service Manager  
Financial Services  
Used the software for: 1-2 years

### "We love how Vivantio has dramatically streamlined the IT processes"

September 10, 2023

5.0

Centralised and streamlined our ticket solution away from emails, teams and walk-up. Removed duplication of effort, combined with very simple ITAM and IT CRM. We have identified non-IT process which are "ticket-like" and built those in, too.

Pros

We love the very simple and effective design for tickets (from both user/engineer aspect) and that this i provides us an all-in-one solution.

Cons

The out of the box reports aren't quite as 'snappy' as we would like, but we have in-house report designers who have built reports to suit business needs.

Review Source

BM

Ben M.  
EMM Team Lead  
Information Technology and Services  
Used the software for: 2+ years

### "Vivantio Review"

September 22, 2023

5.0

Pros

The ability to run monitor and manage tickets via incident reporting. Alerts and management tools are very useful and it is great and customisable for out needs.

Cons

The mobile version isn't the easiest to use at the moment.

Review Source

AS

Andy S.  
Senior Service Delivery Analyst  
Design  
Used the software for: 2+ years

### "Excellent ITSM System, a must for all"

February 3, 2017

5.0

Vivantio is a great (ITSM) system for helpdesk and support teams, the system itself comes with a full set of configurable tools, log Incident calls, setting team tasks, problem management / change control / knowledge base, this is a product that fits in for both businesses that practice ITIL and for small businesses. the software itself is very configurable allowing the software to fit in with the business support strategy. users are notified and updated in relation to there logged call keeping the user in the loop. The look of the web interface is great, easy to follow and calls are easy to read. if a incident requires more than one team with the Vivantio system it is possible to easily set other IT support teams a set of sub tasks that may be required to complete a solution, so many tasks can be assigned to one incident creating a master call in affect. There are lots of other functions and features, all configurable but just too many too mention, in a nut shell and a 360 view on this system, to put it bluntly it's a fantastic system that does basically what it says on the tin, I would recommend the Vivantio system to other businesses as this system in my opinion is much further ahead than others.

Pros

Keeps the users in the loop with updates on incidents, being able to assign tasks to one incident for different team members

Cons

when a users out of office is on and closing a call the out of office response reopens the call so the IT analyst has to remember to uncheck inform user to prevent the automated email informing them that the call was closed avoiding the out of office reopening the call.

Review Source

AR

Ashok R.  
Team Leader  
Computer Software  
Used the software for: 2+ years

### "Vivantio is a user friendly ticket tool"

February 3, 2017

4.0

I am using the Vivantio ticketing tool since 2015 and it's user friendly tool. We can extract the reports in a simply way without any hassles. While view of current tickets status and customer information (for adding or removing), I am happy with Vivantio. However, I found some issues with checking view of last update on ticket as the frame of last update area is very small and it's not possible to expand (like drag to top/down). With this we need to copy the update from tool and paste in notepad or word document to read it fully. If Vivantio can focus more on this area it will really help the admins who work daily on Vivantio. Also, I found some issues at report builder area where we tried to pull some weekly statistics. After assistance from database team, we resolved those issue. I would recommend Vivantio team to focus more on reports area as it's very important to management who more relay on reports which required for customer interactions.

Pros

mainly the Vivantio ticketing tool is user friendly and easy to understand for all kind industries.

Cons

Lat update view frames were very small and it's not possible to expand where most of the engineers will have problem to view the updates.

Review Source

GJ

Greg J.  
Helpdesk manager  
Financial Services  
Used the software for: 2+ years

### "Outstanding flow and control"

September 10, 2023

4.0

Pros

There is a massive list of Pro's, control and visibility of tickets. Knowing where the ticket is when customers check is invaluable.

Cons

building ticket flow in the background has been challenging, but, our flow is complex and includes integration with Devops

Review Source

MCKS

Mara Clara Kate S.  
Payroll Coordinator  
Outsourcing/Offshoring  
Used the software for: 2+ years

### "Ease of Use"

September 10, 2023

5.0

Pros

Its user friendly interface, very easy to understand even for beginners

Cons

Sometimes it hangs and lags the computer

Review Source

JA

Jamie A.  
Senior Developer  
Retail  
Used the software for: 2+ years

### "Good features, but Interface could be improved"

February 1, 2017

4.0

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

Pros

features

Cons

UI

Review Source

DS

Desu S.  
Service desk Analyst  
Computer Networking  
Used the software for: 2+ years

### "Being on service desk on a 24/7 shift, Vivantio is the only tool which I prefer to work."

February 3, 2017

5.0

I am working with this tool since 2.5 years .Its very user friendly and very convenient to work with this tool when compared to previous tools which we have used. 1)We are Logging ticket for all clients. Through this tool itself . Vivantio is over major Ticketing tool. 2) This tool makes our work easier in term of ticket creation and time tracking ,Report pulls ,and graphical representation of Analysis . Its an industry-leading, award-winning service management software that can automate and streamline your organization's service desk. Finally, a Very well designed tool for Support Team 24\*7 ,In a few clicks we can get all the ticket information .

Pros

Very good tool to work

Cons

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

Review Source

HC

Harrison C.  
Network Analysis  
Telecommunications  
Used the software for: 2+ years

### "Easy ticket system"

September 13, 2023

4.0

Its good to use but we have never used another ticket system

Pros

Easy to use, the company is integrated with it

Cons

adding assets cannot be done in bulk, they all have to be added separately

Review Source

DL

David L.  
Service Desk Team Lead  
Information Technology and Services  
Used the software for: 2+ years

### "Excellent Product"

January 31, 2017

4.0

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!

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.

Review Source

ND

Nathan D.  
Infrastructure Engineer  
Construction  
Used the software for: 2+ years

### "My Vivantio Review"

February 3, 2017

3.0

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good. i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Pros

Overall, vivadesk is quite good. the incident management and notes being dislayed on the main screen is very good.

Cons

i'd prefer if the calls could be viewed in one form, that I could scroll though. the tabs are quite slow to transition and throughout the day this adds up. if all the information was available from one scrollable page, that would be great

Review Source

EO

Eugene O.  
IT Manager  
Aviation & Aerospace  
Used the software for: 2+ years

### "Vivantio Review"

April 15, 2021

5.0

Pros

Cloud based application and ability to access everywhere

Cons

No major COns which is why this application was chosen

Review Source

lB

lamonique B.  
Process Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Vivantio Review"

January 31, 2017

4.0

we have been using Vivantio for the past 4 years. To date we have been pleased with the product. From an end user perspective it is simple and easy to use. From a tech perspective, since i administer the system, has been easy to configure. I am very pleased with the Support that we receive, Andrew Stevens has been awesome. He has worked very hard to ensure that the system meets our business needs. Whenever we have requirement he is constantly finding ways to be able to implement them. There still are areas where there can be some improvements, would like to see better dashboards and reporting.

Pros

Ease of use and configuration

Cons

Dashboards and reports

Review Source

DS

Desu S.  
Service desk Analyst  
Computer Networking  
Used the software for: 2+ years

### "Its the best tool which I have worked for evver"

January 11, 2018

5.0

ticket system used to provide our time log on the work which we done

Pros

Very very user friendly. every category is provided very clearly and easy to handle by every one. No need of technical knowlege

Cons

Description area to be Increased. And not to edit the comment once done. If that has been modified it will be the best tool ever In the market.

Review Source

SK

Sneha K.  
Support Analyst  
Information Technology and Services  
Used the software for: 2+ years

### "Excellent Tool and Excellent Customer service"

February 27, 2017

4.0

Previuosly we used Maximo as our ticketing tool, When compared to the Maximo the VIvantio is excellent and the cusotmer service is also very satisfactory.The ease of using the tool os very easy

Pros

I like the fast logging of the tcikets with out failing our SLA

Cons

I can say some times while loggig the problem tickets it leads confusion

Review Source

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