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Zendesk vs Vivantio Comparison

Overview

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

Vivantio is flexible, reliable, trusted service management software. From simple incident management to full-enterprise...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$42/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,319

889

238

44

34

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

5

4

3

2

1

73

60

24

3

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

Ticket handling is great, and the way everything links together is amazing. The ability to search across the whole platform (documentation, tickets, users) all at once, is fantastic.
It's a very easy to use with very good features that really help make the job much easier. I really learned a lot thanks to it, becaus zendesk helps me know my applicacion even better.
The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team.

Pros

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 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.
Definitely recommend for service desks looking to provide a more stable and quality service to their customers.

Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
I haven't found any problem with this app at the moment. I think it fits our needs at the moment, I will update my review if I ever find a problem.

Cons

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.
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.
Some basic features are missing such as being able to read and write information from emails.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features98
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Content Filter
  • Contract Management
  • Custom Charts
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import/Export
  • Data Synchronization
  • Disaster Recovery
  • Distribution Management
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Onboarding
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Scheduling
  • Event Tracking
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forecasting
  • Forms Management
  • HIPAA Compliance
  • HR Management
  • Help Desk Management
  • IT Asset Tracking
  • IVR / Voice Recognition
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Lifecycle Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Catalog
  • Online Forums
  • Partner Portal
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Progress Tracking
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Request Routing
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Secure Login
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • WYSIWYG Editor
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features64
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Content Filter
  • Contract Management
  • Custom Charts
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import/Export
  • Data Synchronization
  • Disaster Recovery
  • Distribution Management
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Onboarding
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Scheduling
  • Event Tracking
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forecasting
  • Forms Management
  • HIPAA Compliance
  • HR Management
  • Help Desk Management
  • IT Asset Tracking
  • IVR / Voice Recognition
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Lifecycle Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Catalog
  • Online Forums
  • Partner Portal
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Progress Tracking
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Request Routing
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Secure Login
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • WYSIWYG Editor
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations869
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations5
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Zendesk vs. Vivantio

See how Zendesk and Vivantio stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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