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Freshservice vs Vivantio Comparison (2026)
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Good recommendations?
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Vivantio
4.3
(178)5
83
4
68
3
24
2
3
1
0
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.
Vivantio combines incident, problem and change management, with ticketing, knowledge management, self service and asset management. Reduce workload, improve efficiency and reduce costs with automation.
- 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
Video & Screenshots
Pricing
User reviews
4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this app4.3
178
5
4
3
2
1
83
68
24
3
0
- Value for money
- Ease of use
- Features
- Customer support
71%
would recommend this appPros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Pros
“building ticket flow in the background has been challenging, but, our flow is complex and includes integration with Devops”
GJ
Greg J.
Helpdesk manager
“I have used it in more than one environemnt and deployment and customisation was easy especialy with the implementation help and guidance provided.”
BS
Ben S.
IT Manager
“Centralised and streamlined our ticket solution away from emails, teams and walk-up.”
SA
Sean A.
IT Service Manager
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“I've tried using it to draft responses to more detailed engineering questions, and it tends to oversimplify or miss context, so I end up rewriting most of it anyway, fine for routine stuff, not something I'd trust blind.”
BM
Bheru M.
Software Engineer
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
Cons
Not enoughreviews yet
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review2 years ago
Key features
- Total features180
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Alerts
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Autoresponders
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CES Survey Structure
- CMDB
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Management
- Call Routing
- Call Tracking
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Complaint Monitoring
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Security
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Engagement Tracking
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- IT Risk Management
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Internal Chat Integration
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Key Performance Indicators
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Localization Automation
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Interface
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Data Sources
- Multiple User Accounts
- NPS Survey Structure
- NPS of Customers
- Negative Feedback Management
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release & Deployment
- Release Management
- Reminders
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Allocation & Planning
- Resource Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Segmentation
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Automation
- Task Management
- Task Progress Tracking
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Total features180
- AI Copilot
- AI Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Alerts
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Autoresponders
- Availability Management
- Barcode/Ticket Scanning
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CES Survey Structure
- CMDB
- CRM
- CSAT Survey Structure
- Calendar Management
- Call Center Management
- Call Routing
- Call Tracking
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Complaint Monitoring
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Security
- Data Visualization
- Device Auto Discovery
- Disaster Recovery
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Engagement Tracking
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Sharing
- For IT Project Management
- Forecasting
- Forms Management
- Full Text Search
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- IT Risk Management
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Internal Chat Integration
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Key Performance Indicators
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Localization Automation
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Interface
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Data Sources
- Multiple User Accounts
- NPS Survey Structure
- NPS of Customers
- Negative Feedback Management
- On Call Scheduling
- Onboarding
- Order Management
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Prioritization
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Purchase Order Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Relationship Mapping
- Release & Deployment
- Release Management
- Reminders
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Allocation & Planning
- Resource Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Segmentation
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Automation
- Task Management
- Task Progress Tracking
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
Integrations
- Total integrations61
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- AnyDesk
- Azure AI Search
- Azure DevOps
- Azure DevOps Server
- BambooHR
- BeyondTrust Remote Support
- BigQuery
- Box
- ChatGPT
- ClickUp
- Copper
- Datadog
- Device42, A Freshworks Company
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- Gemini
- GitHub
- GoTo Connect
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Drive
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- HubSpot Marketing Hub
- HubSpot Sales Hub
- HubSpot Service Hub
- JIRA Service Management
- Jira
- Lansweeper
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft 365 Copilot
- Microsoft Azure
- Microsoft Defender for Office 365
- Microsoft Entra ID
- Microsoft Exchange
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- New Relic
- NinjaOne
- Okta
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PRTG
- PagerDuty
- Personio
- Pipedrive
- QuickBooks Enterprise
- QuickBooks GoPayment
- QuickBooks Online
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Slack
- Smartsheet
- Snowflake
- SolarWinds Loggly
- Spiceworks Cloud Help Desk
- Splunk Enterprise
- SurveyMonkey
- Tableau
- TeamViewer ONE
- TrueCommerce PIM
- Twilio
- Webex Connect
- Workday HCM
- WorkflowMax
- Xero
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- monday CRM
- Total integrations48
- ADP Workforce Now
- AWS Lambda
- Amazon Redshift
- AnyDesk
- Azure AI Search
- Azure DevOps
- Azure DevOps Server
- BambooHR
- BeyondTrust Remote Support
- BigQuery
- Box
- ChatGPT
- ClickUp
- Copper
- Datadog
- Device42, A Freshworks Company
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- Gemini
- GitHub
- GoTo Connect
- Google Analytics 360
- Google Calendar
- Google Contacts
- Google Drive
- Google Workspace
- Greenhouse
- Harvest
- HubSpot CRM
- HubSpot Marketing Hub
- HubSpot Sales Hub
- HubSpot Service Hub
- JIRA Service Management
- Jira
- Lansweeper
- LogMeIn Rescue
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft 365 Copilot
- Microsoft Azure
- Microsoft Defender for Office 365
- Microsoft Entra ID
- Microsoft Exchange
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- New Relic
- NinjaOne
- Okta
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PRTG
- PagerDuty
- Personio
- Pipedrive
- QuickBooks Enterprise
- QuickBooks GoPayment
- QuickBooks Online
- QuickBooks Online Advanced
- Rocketlane
- SAP SuccessFactors HCM
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Slack
- Smartsheet
- Snowflake
- SolarWinds Loggly
- Spiceworks Cloud Help Desk
- Splunk Enterprise
- SurveyMonkey
- Tableau
- TeamViewer ONE
- TrueCommerce PIM
- Twilio
- Webex Connect
- Workday HCM
- WorkflowMax
- Xero
- Zabbix
- Zapier
- Zight
- Zoho CRM
- miniOrange
- monday AI Work Platform
- monday CRM
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