Vivantio

(46)
4.1 out of 5 stars

Vivantio is ideal for medium-sized service desks and ITIL implementations. Its built-in automation and organization leave you more time to focus on crucial tasks like business planning and management.

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Vivantio review by Administrator
Administrator
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"Vivantio for IT Ticket Management"

What do you like best?

Automated ticketing option is fantastic in Vivantio - it saves us a load of time processing cases logged by our customers, giving a better service.It's easy to configure, user-friendly and we have had excellent training and support.When digging deep into the software, it's highly customized and provides granular levels of access to a variety of features.

What do you dislike?

In my opinion, I have no complaints on Vivantio as I liked working with it very much.

Recommendations to others considering the product

I will highly recommend others using vivantio based on its current features and accessibility it is currently the best ticket management tool.Use the cloud base solution and you'll be guaranteed all the latest feature and updates as Vivantio moves forwards at a good steady pace.If you have a strong ITIL ethic within your business then definitely look at the ITSM solution!

What business problems are you solving with the product? What benefits have you realized?

User Interface is very comfortable, one can easily browse through available options to know what exactly it is for.

Managing multiple clients is made easier with Vivantio, client SLA's and user multi tenancy are straight forward.It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the budget.

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Vivantio review by <span>chandrashekar R.</span>
chandrashekar R.
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Review Source

"Excellent"

What do you like best?

Accessing and features reporting pulling , time tracking ,

this has been the the best experience i have ever had comparing all the vivanta's. Every one is so super good and well trained that there is no scope of errors.

Vivantio’s client management feature allows you to access the interactions with your internal or external clients to proactively see their needs. With VivaDesk, all correspondence get tracked, whether they are coming from the customer or from a helpdesk employee of the business.

Through Vivantio’s reporting tools, one can easily track the calls processed, the types of calls, response times, among other things. This can allow businesses to evaluate the issues that need to be prioritized or addressed quickly to reduce future calls. It can also pinpoint problems with particular members of your helpdesk team for performance review.

What do you dislike?

So far I haven't come across any issue . the only issues is the connectivity which they have covered in the package if you take the right one

Recommendations to others considering the product

nothing

What business problems are you solving with the product? What benefits have you realized?

Fast and availability is high , As we used other ticketing tool before we have faced alot of issue with the performance .

Now time to spent on the ticket to update ticket has been fast when comparied with old tools

It’s the helpdesk solution for small business to empower your team and your customers. Manage your helpdesk better to reduce workload and improve customer service. Vivantio Service Desk addresses both the concerns of internal and external customers with efficiency and quality output. If you’re looking for an affordable yet automated helpdesk solution, this software fits the bill.

What Service Desk solution do you use?

Thanks for letting us know!
Vivantio review by <span>Tony R.</span>
Tony R.
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Verified Current User
Review Source

"VIVANTIO Ticketing system"

What do you like best?

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 is what we aim for

What do you dislike?

Not having an sql background the report creation tool is not easy to use for someone like me, luckily there are enough people here with the required background.

Recommendations to others considering the product

I would recommend Vivantio as a product for any IT Business / Service Desk team, the wealth of information you can get out of the system and ease you can get it compared to other ticketing systems I have used is fantastic.

The self service portal is a brilliant way to engage with your customers and if implemented correctly can provide your customers a wealth of information at a click of a button enabling your customers to help themselves ultimately helps your support teams, increases customer satisfaction and enables the IT team to concentrate on other areas which need focus

What business problems are you solving with the product? What benefits have you realized?

Ability to target high impact services and reduce call volumes

Closley monitor other teams support queues and prompt them when tickets are near breaching sla

Vivantio review by <span>Jayasimha reddy M.</span>
Jayasimha reddy M.
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Its been great experience to working with vivantio"

What do you like best?

We are Loging ticket for all over clients. Vivantio is over major Ticketing tool.

Which makes easy to log the ticket and also for analysis the issue and check the time logs and also its very fast to compare with others.

An industry-leading, award-winning service management software that can automate and streamline your organization’s service desk.

available in USA, UK, Canada, Europe, Asia, Australia, China, Germany, India, Japan, Latin America, Middle-East

What do you dislike?

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

Anytime we come up with any issues Vivantio is quick to resolve our issues....

Majairoly No other dislikes about this Product overall.

Recommendations to others considering the product

Yes, I will recommend it for all

What business problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

Vivantio review by <span>JT M.</span>
JT M.
Validated Reviewer
Verified Current User
Review Source

"System Administrator"

What do you like best?

It's web based? It's faster than it used to be?

What do you dislike?

MOst everything else. The interface is built to work like a desktop application (e.g. double click on items instead of single click). Given that it's a web app it makes it clunky and cumbersome to deal with. For a long time it was really slow but it seems faster lately so not as bad.

Also, we have to pay for every user which is fine but I can't assign a task to any random person in our company who might be responsible because no one is going to pay for an account for all company users. This limits the collaborative features of the system to only a few users.

It uses yet another account (user/pass) that I have to keep track of and remember. The system really needs to implement OAuth or some other means to allow me to login with other accounts I have (Active Directory, hotmail, facebook, google, etc)

What business problems are you solving with the product? What benefits have you realized?

This is a knowledge base for our team but it's tailored for a help desk. We are using it because our manager uses the sister product for the helpdesk. It is not a fit for tracking the data (servers and problems) that we have. It is in use because we were forced to use it--that's all. This is not a fault of the software but we will not be using it a year from now because a sharepoint list can be tailored to our needs and be simpler to manage as well as be available for all company users. Even outlook task sharing--which was in use before was simpler to manage for our use case.

Vivantio review by <span>Adrian S.</span>
Adrian S.
Validated Reviewer
Verified Current User
Review Source

"Vivantio review"

What do you like best?

Highly configurable Saas solution which means we benefit from new features. It can be easily tailored to specific needs. We have been able to roll this out in to new business areas as a result.

Vivantio as a supplier are good to work with and have shown a commitment to respond to feedback / suggestions on their product - for example they recently they kicked off an annual user group forum session which we found really useful. We have been using VivaDesk for over two years and overall are very happy with the service

What do you dislike?

The advanced reporting tool (devexpress) isn't the most intuitive system to use, but Vivantio have taken feedback on board regarding this and we hope to see improvements in the near future

Recommendations to others considering the product

I'd say get references from other customers of theirs, because in the recent user forum I found it useful speaking to other businesses to learn about how others use it, what the challenges / best practises are

What business problems are you solving with the product? What benefits have you realized?

Incident, problem and change management are all done through VivaDesk. Our previous solution didn't have automation / business rules so we have seen huge benefits in this area since we started using VivaDesk

Kate from G2 Crowd

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