Vivantio Pro Features

Vivantio Pro

Flexible, Trusted, Reliable Service Desk Software

4.28/5 (71 reviews)

Vivantio Pro Feature Summary

  • Point-and-Click Codeless Configuration
  • Active Directory / LDAP Integration
  • Interactive Dashboards
  • Service Level Agreements (SLA)
  • Asset Management / CMDB
  • Asset Audit Trail
  • Business Rules Engine
  • Automated Escalation Rules
  • Tasking
  • Customizable Views
  • Build-in Interactive Reports
  • Custom Reports Builder
  • Email-to-Ticket

IT Management Feature Comparison

Most popular features of all IT Management apps

API (249 other apps)
Access Control (70 other apps)
Activity Dashboard (106 other apps)
Activity Tracking (62 other apps)
Application Integration (67 other apps)
Auditing (75 other apps)
Automatic Notifications (98 other apps)
Collaboration Tools (57 other apps)
Data Import/Export (77 other apps)
Drag & Drop Interface (82 other apps)
Monitoring (176 other apps)
Projections (64 other apps)
Real Time Data (70 other apps)
Real Time Monitoring (76 other apps)
Real Time Reporting (59 other apps)
Reporting & Statistics (61 other apps)
SSL Security (68 other apps)
Third Party Integration (107 other apps)
User Activity Monitoring (54 other apps)
Workflow Management (70 other apps)

Competitor Feature Comparison

API
Activity Dashboard
Alerts / Escalation
Application Integration
Approval Process Control
Asset Management
Auditing
Authentication
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Change Management
Chat
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Database
Contact History
Contract Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer History
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop Interface
Email Integration
Employee Onboarding
Employee Portal
Employee Self Service
Escalation Management
Event Scheduling
Event Tracking
Event Triggered Actions
Filtered Views
Flexible Licensing
Forecasting
Graphical Data Presentation
HIPAA Compliance
HR Management
Help Desk Management
IT Asset Tracking
Inventory Management
Issue Management
Knowledge Base
Lifecycle Management
Macros
Mobile Integration
Monitoring
Multi-Company
Multi-Language
Multi-Location
Online Catalog
Online Forums
Partner Portal
Performance Reports
Prioritizing
Privacy Options
Problem Management
Progress Tracking
Real Time Analytics
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Secure Login
Self Service Portal
Service Level Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integration
Ticket Management
Trouble Ticketing
WYSIWYG Editor
Widgets
Workflow Management
Learn moreCompare App
API
Activity Dashboard
Alerts / Escalation
Application Integration
Approval Process Control
Asset Management
Auditing
Authentication
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Change Management
Chat
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Database
Contact History
Contract Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer History
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop Interface
Email Integration
Employee Onboarding
Employee Portal
Employee Self Service
Escalation Management
Event Scheduling
Event Tracking
Event Triggered Actions
Filtered Views
Flexible Licensing
Forecasting
Graphical Data Presentation
HIPAA Compliance
HR Management
Help Desk Management
IT Asset Tracking
Inventory Management
Issue Management
Knowledge Base
Lifecycle Management
Macros
Mobile Integration
Monitoring
Multi-Company
Multi-Language
Multi-Location
Online Catalog
Online Forums
Partner Portal
Performance Reports
Prioritizing
Privacy Options
Problem Management
Progress Tracking
Real Time Analytics
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Secure Login
Self Service Portal
Service Level Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integration
Ticket Management
Trouble Ticketing
WYSIWYG Editor
Widgets
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Alerts / Escalation
Application Integration
Approval Process Control
Asset Management
Auditing
Authentication
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Change Management
Chat
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Database
Contact History
Contract Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer History
Customizable Approvals
Customizable Branding
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop Interface
Email Integration
Employee Onboarding
Employee Portal
Employee Self Service
Escalation Management
Event Scheduling
Event Tracking
Event Triggered Actions
Filtered Views
Flexible Licensing
Forecasting
Graphical Data Presentation
HIPAA Compliance
HR Management
Help Desk Management
IT Asset Tracking
Inventory Management
Issue Management
Knowledge Base
Lifecycle Management
Macros
Mobile Integration
Monitoring
Multi-Company
Multi-Language
Multi-Location
Online Catalog
Online Forums
Partner Portal
Performance Reports
Prioritizing
Privacy Options
Problem Management
Progress Tracking
Real Time Analytics
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Scheduled Reporting
Search Functionality
Secure Login
Self Service Portal
Service Level Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integration
Ticket Management
Trouble Ticketing
WYSIWYG Editor
Widgets
Workflow Management
Visit WebsiteCompare App

Vivantio Pro Feature Reviews

25 reviewers had the following to say about Vivantio Pro's features:

Amit Sharma

Vivantio Pro Review

2017-02-27

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.

Pros

The user friendly interface and ease of use.

Cons

None so far

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio Pro

None

Source: Capterra
Helpful?   Yes   No
Read more
Brian Knox

Great and intuitive interface. Easy to use.

2017-08-03

Improved SLA tracking, on the fly ticket monitoring.

Pros

Excellent process for tracking tickets and monitoring SLA.

Cons

DB engine can lag at times when running larger saved searches. Not an issue, just refresh and away you go!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Collette Robinson

Easy ticket tracking

2017-02-01

This could be how it was built in our environment.....Very easy to use but would like better reporting options for exporting data and building custom reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tanner

Wow! Finally...someone got it right!

2014-02-13

VivaDesk seems like it was designed by IT staffers.

Pros

Parent child tickets. Task workflow. PRICE!!!!!!!!!!

Cons

Comes with more features than we need right now. Is that a Con?

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No

Response from Vivantio


Ha. We've actually got an article / white paper on just that topic. A brief quote: "In the same way that a square can be a rectangle but a rectangle can't be a square, true help desk software can be customer support software BUT customer support software can't be true help desk software."

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David Lean

Excellent Product

2017-01-31

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.

Pros

Ability to monitor a raft of IT Services such as change management, service desk tickets, problem management.

Cons

Web views can sometimes be slow to update and cannot switch easily between windows if you need to go back and check something.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Annie Preece

A First Class Service

2017-01-31

New post - receptionist - great for keeping people in the loop, everyone has access. User friendly programme can't wait to have a go at "Reports"

Pros

Everyone has access and can be kept up-to-date User Friendly Good tool when not on same working sites

Cons

Nothing at the moment (new user)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio Pro

Nothing at the moment thank you

Source: Capterra
Helpful?   Yes   No
Read more
Geoffrey Walsh

Great for small businesses, less good for large enterprises

2017-02-10

The Change workflow is rather good though.

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.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Vivantio Pro

If you are a small organisation (less than 100 perhaps) then I would definitely recommend this. Vivantio are very helpful in setting up the system to meet your needs, and to a large extent it does everything you need for ticket management, problem management and change management. However if you are a medium to large organisation I would recommend something with more automation, like perhaps Service-Now.

Source: Capterra
Helpful?   Yes   No
Read more
Andrius Labanavicius

Easy to use

2017-01-31

And lastly, I have experienced huge delays with the Dashboard section, the stats take a long time to load.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Michael Malloy

I like it!

2017-01-31

This interface is extremely easy to use and intuitive.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Renato Gomes

My time working with Vivantio Pro

2017-01-31

Good software for ticket management with a lot of potential for the reports maintaining a platform that is easy enough to use by end users.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Steven Knowles

Migration to Vivantio Pro

2017-02-01

We are now in the testing phase, but with a good design and support on building effective structures, I know that the delivery and Go-live will be a huge success.

Pros

Configuration is easier; New and improved reporting capability; Custom Forms; Escalation

Cons

So far I haven't found to many things to be negative about!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
David Carey

A solid incident management tool.

2017-07-14

All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent.

Pros

Clean interface and easy to use.

Cons

It can be quite slow to quickly switch between tickets if you need to compare information between multiple incidents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Samantha Lewis

Initial thoughts

2017-02-02

I have to say I don't find it very easy to use when I have to add a customer's service request retrospectively (ie. they have not requested reports via Viva desk but by email for example).

Pros

If customer's use it its a good way of tracking service requests

Cons

Have therefore had to select 'real estate' as this is the nearest but as one of southern England's largest housing associations, we provide homes for more than 67,000 people.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Geraldine Roncal

Lessen the downtimes

2017-02-01

Although, the support team of vivantio is very helpful, we wish you can lessen the downtime of the app on specially on the time we use it most.

Pros

It is capable of making reports that is easy to use and read.

Cons

unexpected times that it will decide itself that it will be unusable for sometime.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Vivantio Pro

Keep the support team's email and telephone number. They are your friends.

Source: Capterra
Helpful?   Yes   No
Read more
Bianca Gilbert

Bianca Gilberts review

2017-02-06

We can keep track of the information and it is very easy to access if we need to go back and review the ticket.

Pros

The ease of using the system

Cons

It would make our job easier if you could accept multiple tickets at once.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Vivantio Pro

Please advise on how you can accept multiple tickets.

Source: Capterra
Helpful?   Yes   No
Read more
cameron schofield

Awsome Call Logging Software

2017-01-31

Great easy to use software, user friendly and useful to produce reports. Vivantio support is always quikc to respond and helps with all issues.

Pros

User Friendly

Cons

Can sometimes be slow

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Armstrong

Vivantio Review

2017-01-31

Good integrations with CRM so we can import accounts and contacts into the system.

Rating breakdown

Ease of use
Features
Source: Capterra
Helpful?   Yes   No
Read more
Jamie Avery

Good features, but Interface could be improved

2017-02-01

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.

Pros

features

Cons

UI

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Vivantio Pro

as stated on previous section

Source: Capterra
Helpful?   Yes   No
Read more
Yatish Varshney

User friendly and impressive software

2017-02-01

I am happy using this software. Reports section impressive and engineer can generate reports according to his requirements.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Mohamed Saeed

Great software but lake in standard reports

2017-01-31

First, i would like to thank you all for this great software, as I'm the support manager the important think to me is reports, however i realized that vivantio didn't has standard report that fit my needs, but with the help of the vivantio team we were able to make some customize reports that meet our requirements, only concern point is the report builder is hard to use and there is no guide for it to learn it so if i need more reports i could make it myself, but overall i'm happy for using such a great tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Marlon Cox

Level 3 Support

2017-02-03

I have been keeping track of my tickets completed to put against graphs and as well per person.

Pros

This cuts down the delay you would have with bulkier ticket systems. Saving Time and money making service turn around quicker.

Cons

Need better tracking of tickets completed/closed per department, person.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Vivantio Pro

Need to update software to fix errors in tracking system.

Source: Capterra
Helpful?   Yes   No
Read more
David Carey

A solid incident management tool

2017-01-31

It is easy to set it up to your organization's way of working and allows for automated reports as well easily filtering tickets by a variety of fields.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
michael timms

I use Vivantio everday. This is probably the 8th or 9th IT ticketing software that I have used.

2017-07-14

All of my tickets are in one place. Also there are pre made templates for cab changes which really comes in handy.

Pros

My favorite feature is the filters.

Cons

Vivantio needs to be able to open and check more than one ticket at a time. When I have multiple tickets, it takes me an absurd amount of time to check them and put them on hold.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Andrew Tan

Not a perfect system, but still one of the best service management software.

2017-02-03

Maybe new version could add a way to back date inputs due to different time zone would be better2

Pros

Easy to navigate and adding of details of users.

Cons

Could not back date call logs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10

Recommendations to others considering Vivantio Pro

Not for now, everything is good and works fine.

Source: Capterra
Helpful?   Yes   No
Read more
Mal Singh

How has this not got more reviews!

2017-01-31

Each component, including tickets, assets, knowledge base articles, and end users, can be linked to provide on-demand relationship data and time saving trend analysis.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more