Pros & Cons
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- Extremely flexible
- Easy to add and manage tickets
- Automated workflows to streamline support
- AI tools can gauge sentiment
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- A few missing project management features
- Interface looks slightly dated
- No AI agents for processing tickets
Vivantio Specs
| Asset Management | |
| Custom Reporting | |
| Knowledge Base | |
| Self-Service Portal | |
| Smartphone Apps | |
| Support Widget | |
| Tickets From Social Media |
Help desk software typically focuses on supporting internal IT teams or external customers, but the Vivantio platform is flexible enough to do both. For this review, I focus on the former audience, especially given the product's adherence to Information Technology Service Management (ITSM). Vivantio makes tracking and resolving tickets simple, while automated workflow features streamline the triage process. Moreover, it includes capable tools for creating a knowledge base and managing assets and changes. However, a slightly dated interface and the lack of truly autonomous AI agents are downsides of the experience. Ultimately, HaloITSM remains our Editors' Choice winner for IT help desk solutions thanks to its top-notch user experience and comprehensive feature set.
What's the Difference Between Customer Service and IT Help Desk Software?
As mentioned, you can use Vivantio to manage tickets from both internal employees and external customers. For internal use scenarios, its asset, change, and project management features are valuable tools for maintaining consistency across your company. HaloITSM and Freshservice are also ITSM-aligned solutions. If you need to triage and manage tickets from any channel (such as email, social media, or a web portal) where your customers reach out to you, Freshdesk Omni and HappyFox Help Desk fit the bill. Both types of help desk software help you build a knowledge base you can use as the basis for self-support and internal training.
Pricing: A Straightforward Subscription
Given its flexibility and enterprise-grade features, Vivantio has a premium price. However, I like that it doesn't restrict features to certain tiers; you get everything it offers for your money. That includes robust ticket management features, alongside the aforementioned tools for asset, change, and project management. You also get AI-powered self-service, sentiment and summarization, and support optimization features.
Vivantio's published pricing range ($44 to $99) fits with the example the company provided during testing: $90 per user per month for 20 users. It offers two types of licenses: Named licenses are for a specific person, while Concurrent licenses are shareable among multiple people. As with most similar services, you need to contact the company for an exact estimate.
HaloITSM uses a similar, all-inclusive pricing model. It starts at around $95 per agent per month. Freshservice ($19 per agent per month, billed annually) and Zendesk for Employee Service ($29 per agent per month, billed annually) both start at much lower prices, but higher-end tiers get quite pricey, especially once you factor in the extra costs of their most innovative AI features.
Interface and Ease of Use: Powerful, But Slightly Dated
Vivantio runs only in a browser, and it works well aside from a few minor glitches. For example, I noticed a delay between clicking a ticket and it opening. The interface looks slightly outdated to me. The blue-and-green color scheme doesn't strike me as particularly modern, and the overall design hasn't changed significantly in a few years.
Nonetheless, the setup process is quick and easy. I tested a trial version with prepopulated data, including hundreds of tickets. I didn't have any trouble adding internal employees, configuring settings, or triaging open tickets. Vivantio's main sidebar is customizable, letting you add multiple sections for ticket support. Each section gets a drop-down menu that lets you view all open tickets or those that are on hold, pending, or resolved. This isn't the sleekest organization method, but it works fine once you get used to it.
(Credit: Vivantio/PCMag)I didn't have any trouble creating articles for the knowledge base; it feels a bit like working in Google Docs. You can add categories and keywords to pages, format their text, and mark them for approval. When you resolve a ticket, Vivantio's AI now prompts you to save its resolution information as a new knowledge base article.
Vivantio doesn't charge extra for support. It’s available through a self-service portal with a chatbot (no human chat option), or you can reach out via email or phone. Support hours are 8:00 a.m. GMT through 6:00 p.m. EST, although for critical issues, such as total loss of service, the company provides 24/7 support. During testing, I easily resolved an issue related to browser support via the self-service portal.
Ticket Management: Section-Based Organization
Vivantio groups tickets by category, as mentioned, and you can filter lists using preset views, such as open, recently closed, pending, and others. You can also perform a quick search to find tickets, but there's no way, for example, to create one main view and filter to see only urgent tickets across all the sections you created. It is possible to create a view that shows all resolved tickets across all departments, but setting it up is somewhat cumbersome.
(Credit: Vivantio/PCMag)To triage support issues, look to the row of buttons at the top of each ticket detail screen. You can decide to escalate a ticket by updating its priority, re-assigning it to another agent, merging or grouping it with another ticket, and much more. Again, this view isn't quite as user-friendly or slick as Freshservice's or HaloITSM's.
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Regardless, creating tickets and tracking issues is intuitive. Notifications help agents respond quickly to urgent issues, and fields are customizable. Like most help desk management tools, you can also set up service level agreements (SLAs). For example, you can route a ticket to another agent after a set period of time. However, Freshservice does a better job of automatically detecting potential new fields in incoming tickets (field extraction).
Vivantio’s workflow automation features are a highlight. You can use these, for example, to automatically escalate tickets, re-assign them to other agents, or provide automated solutions (such as sending a knowledge base article). I didn't have any trouble designing a new automation to escalate a ticket in testing. That said, I slightly prefer HaloITSM's flowchart-like interface for mapping out automations.
The platform's AI capabilities are a mixed bag. I like the AI Enrich tool, which can summarize tickets for agents, detect sentiment, and suggest replies. In one test, Vivantio found a ticket from an angry customer and instructed me to call them. In another, the AI helped me compose a professional response.
However, Vivantio doesn't have AI agents that can act truly autonomously. Yes, you get an AI chatbot that can use information from your knowledge base, but Freshservice's and HaloITSM's virtual agents are more sophisticated. In any case, when I asked the bot a question during testing, it provided an answer based on the knowledge base and active and archived tickets. That last behavior can still save your staff considerable time. The company's AI Optimize tool isn't available yet, but it will purportedly summarize help desk activities for executives.
Asset and Change Management: Core Components
Vivantio's section-based organization lets you track assets and changes alongside IT support tickets. And, as with HaloITSM, these functions are a core part of IT tickets. For example, when you create a ticket, you can specify a related change request or asset. It's easy to work with assets and changes from their main views, too. You can see a history of all the interactions related to any asset.
(Credit: Vivantio/PCMag)The software's project management features aren't as advanced as HaloITSM's. You can view projects and tasks without too much trouble and even log when an agent takes over a task, but HaloITSM does a better job providing tools like Gantt charts. Both products support Kanban views, however.
Reporting and Exporting Data: Good Controls
Reporting tools are powerful within Vivantio. It recently added new Flexgrid analytics features, giving you greater flexibility in calculations and more control over the data you use. For example, you can run reports that calculate things as specific as how many tickets an automation resolved. Reports can even pull in data from integrations. Creating a report was easy in testing, including one that showed which tickets initiated a workflow to create a knowledge base article.
(Credit: Vivantio/PCMag)Integrations: It Covers the Basics
Vivantio says it supports over 200 integrations, but its dedicated page lists fewer than 50. For comparison, HaloITSM offers around 200. Freshservice leads the category with over 1,200. The available apps at least span a wide range of categories. All integrations are free to set up, but you may still need a subscription to the service on the other end.
Administration and Security: Mostly Standard
Admin functions are mostly intuitive and don't require a high degree of technical expertise. On the main settings screen, you see a long list of features you can turn off or off, along with helpful descriptions of each one. Here, you can also tweak existing automations and create new ones. Changing the self-service portal settings was also easy, though some of the descriptions for tasks like configuring Microsoft Azure are likely to confuse people at smaller companies.
(Credit: Vivantio/PCMag)Like HaloITSM, Vivantio syncs employee records from Microsoft Active Directory or Entra ID, as well as from other providers such as HubSpot and Salesforce. It's also possible to import employees via CSV files or by syncing with Microsoft Excel or Google Sheets.
Vivantio's privacy policy is easy to find, but it hasn't been updated since 2024. The product supports multi-factor authentication and end-to-end encryption.