Avis clients sur Vivantio

En savoir plus sur Vivantio

Une plateforme SaaS qui propose la gestion des services d'entreprise grâce au routage automatisé, aux alertes, au suivi des interactions, etc.

En savoir plus sur Vivantio

Avantages :

Cloud based application and ability to access everywhere.

Inconvénients :

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Vivantio - Notes

Note moyenne

Facilité d'utilisation
4,2
Service client
4,4
Fonctionnalités
4,2
Rapport qualité-prix
4,2

Probabilité de recommander le produit

8,3/10

Vivantio a reçu une note globale de 4,3 étoiles sur 5 d'après 167 avis d'utilisateurs publiés sur Capterra.

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Utilisateur vérifié
VIP Logistics (É.-U.)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

INTUITIVE TICKET MANAGEMENT SYSTEM

5,0 il y a 5 ans

Commentaires : Every Day use uses little machine resources so other applications can run at the same time.
compatible with most commercial browsers.

Avantages :

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Inconvénients :

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Sam
Project Manager (R.-U.)
Hôpitaux et soins de santé, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées :

Excellent product and customer service

5,0 il y a 2 ans

Avantages :

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Inconvénients :

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Darren
Support Engineer (R.-U.)
Services financiers, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent Product Support but lacking finer details

3,0 il y a 6 ans

Commentaires : Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded. In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features. I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Avantages :

User Support, Workflow module

Inconvénients :

GUI, speed of page loads, lack of updates to key functionality

Ashley
Ashley
Documentation Coordinator (É.-U.)
Utilisateur LinkedIn vérifié
E-learning, 501-1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Vivantio

4,0 il y a 3 mois

Avantages :

I like the customization options you have that other products don’t and won’t offer

Inconvénients :

It takes a bit to get logged in and to navigate but not too many cons

Polly Ann
Software QA Analyst (É.-U.)
Compagnies aériennes/Aéronautique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best Part of Vivantio has been the Approval Process

4,0 il y a 2 ans

Avantages :

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Inconvénients :

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

Jonathon
Technical Support (R.-U.)
E-learning, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good value for money ITSM Tool for ITIL based Service Desks

4,0 il y a 3 ans

Commentaires : I have had limited experience with Vivantio technical support and after sales however the interactions that I had were pleasant and prompt. I have attended a handful of user groups over the years with former colleagues and the owners and developers that I talked to were very open and receptive to user feedback and seemed genuinely interested in their users. Vivantio are a small enough organisation to have a relatively personal interaction level to their user base which is nice as it makes you feel more valued and appreciated as opposed to larger corporations which have a far more clinical approach.

Avantages :

I used Vivantio daily for 6 years and whilst the Organisation that I worked for did not take full advantage of all it had to offer the main features within the software that we did use were great. The user interface is simple and straightforward and doesn't take a lot of time to pick up, it is reasonably configurable to your specific organisation however the main layout is entirely ITIL based split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you. It has all the features that most users would need from an ITSM Tool such as asset management, reporting, raising support calls, CRM management, self service user interface etc. As I have had limited experiences with other ITSM and CRM software I cannot fully compare its functionality with others however I personally found it did everything I needed it to. Vivantio offer both managed and self managed versions of the software depending on the size of your Organisation and the expertise you have available. I left the Organisation before their full implementation of the latest version of Vivantio (Flex) so cannot speak fully about that but from what I did use of it I found it very intuitive and time saving. Overall I recommend Vivantio as a company and their ITSM suite of tools offer excellent value for money in my opinion.

Inconvénients :

There is nothing that I particularly disliked about the software itself.

Chrysanthos
Teacher (Chypre)
Gestion de l'enseignement, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

One of the best customer management software

5,0 il y a 7 mois

Commentaires : It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

Avantages :

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are: A user-friendly interface that can be easily adapted. Specifically, queue management and task ownership. I never encountered any outage due to stable performance and availability. The level of technical support

Inconvénients :

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

Réponse de l'équipe de Vivantio

il y a 7 mois

Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. We continually strive to meet customer expectations and it's always lovely to hear such great feedback. We really appreciate your constructive comments on setting up more simplicity to the software. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on Sophie.stephens@vivantio.com for any further feedback or assistance.

David
David
Service Desk Analyst (R.-U.)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A solid incident management tool.

4,0 il y a 6 ans

Commentaires : All time and incidents easily logged and followed, with easy to use queues for each individual user to keep track of each agent. We're also able to quickly create and view KB articles on the fly to transfer common knowledge.

Avantages :

Clean interface and easy to use. Highly customisable in regards to queues, and an easy to use scheduling system to schedule various automated tickets, with checks or standard template incidents.

Inconvénients :

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

Victor Hugo
Ing (É.-U.)
Utilisateur LinkedIn vérifié
Externalisation/délocalisation
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

It is a good software to manage your work.

4,0 il y a 5 ans

Commentaires : Is a good administration for work

Avantages :

The software use "ITIL foundation", is easy use this software is based on tickets and provide status for any updates or resolution of your ticket.

Inconvénients :

The reports is difficult and slowness for creating in general the all reports are very simple this is a good opportunity area

Utilisateur vérifié
Ingeniero técnico de campo en Redes (Venezuela)
Utilisateur LinkedIn vérifié
Télécommunications, 51-200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

The best solution for many management services

5,0 il y a 4 ans

Commentaires : I consider it a more complete tool that I can definitely recommend.

Avantages :

It is a software that serves to manage many services, in my case it facilitates the processes of attention to the user, with an excellent interface that facilitates its use, which makes it very safe and reliable. Improves and automates the process of incident management in the users of our services and IT support through support services for ticket activation, expansion and support routing.

Inconvénients :

In general, the software is excellent, however, there are functions at the moment of managing the incidents that cause some errors but do not affect the functionality.

Geraldine
Enterprise Support Analyst (Philippines)
Services financiers, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Lessen the downtimes

4,0 il y a 6 ans

Commentaires : There are several times that our support line experienced downtime during shifts. That makes us unable to work on our tickets properly. 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.

Avantages :

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

Inconvénients :

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

Marlon
Telecom Engineer (É.-U.)
Télécommunications, 5 001-10 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Level 3 Support

4,0 il y a 6 ans

Commentaires : Working with other service/ticket queues I have found that Vivantio is easy to use. I would like to see a couple features added as well like to see a fix on the graphs. I have been keeping track of my tickets completed to put against graphs and as well per person. I am finding that they don't match what I have completed and sometimes off by 20 tickets or more.

Avantages :

Ease of use, Very easy to add and work tickets when needed. This cuts down the delay you would have with bulkier ticket systems. Saving Time and money making service turn around quicker.

Inconvénients :

Need better tracking of tickets completed/closed per department, person. Graphs are now good at ticket counts.

Tim
Programmer (É.-U.)
Restaurants, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Good bang for the buck

4,0 il y a 6 ans

Commentaires : Nice basic feature set, but customizing comes with a price. Could be a little more flexible, but overall has a good workflow. Significant improvement over the previous generation client. Very rare outages, and quite fast for a web based client.

Avantages :

Web based, and fast if you have a fast internet connection.

Inconvénients :

Could be more flexible in conforming to our workflow. Some options are not customizable, and some are, at a price.

Jonel
AVP (É.-U.)
Services et technologies de l'information, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

I'm here for the 20$

4,0 il y a 6 ans

Commentaires : So far so good. Been using your ticket system for 3 years now. We sometimes experience slowness issue but its usually resolve after a few sec/min or once we reported it. Customer service is fast and reliable.

Avantages :

Easy to use and navigate.

Inconvénients :

The need to log everyday.

Wesley
R.-U.
Temps d'utilisation du logiciel : Non fourni
Source de l'avis

Powerful, enjoyable and great service, but...

4,0 il y a 6 ans

Commentaires : I'm the admin for Vivantio ITSM in our business. I've also been admin for a handful of other ticket logging tools over the years and this one has some serious benefits which I'll be sad to miss out on if I move company in the future. It has a good amount of configuration options that make the tool extremely flexible and most things you'd like to achieve can be, one way or another. It's this aspect which is so enjoyable - their business rule builder, report builder etc. allow for creative logic to get things done. However, my love/hate opinion on the system comes from their customer support. They're great in that they're responsive, I've never had to wait more than a few hours for a response to a query I've made. They almost always come up with an answer that is suitable, or fix my issue by passing onto their (very active) developers. And here's the but... sometimes they can be a bit too accommodating. I have been known to ask for some pretty elaborate changes to the tool, to do things that really would only be of benefit to my company for example, and their answer is always that they've added it to their future development schedule. I think I'd rather a 'no' in these cases, because I'm left wondering when I'm going to get these changes. And they're numerous. Oh well, maybe one day I'll be pleasantly surprised, until then I'll wait in anticipation.

Minaketan
AVP (É.-U.)
Logiciels, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good To manage and coustomizable

5,0 il y a 6 ans

Commentaires : Good to use and assigning the tickets and maintain the status of tickets is very good feature.
It is also manage the history of the tickets so that we can get a basic idea if any case it reporn the tickets.
Thanks
Minaketan Mishra

Kimberly
Information System Specialist (É.-U.)
Hôtellerie, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

We love Vivantio!

4,0 il y a 6 ans

Commentaires : So far, the customer support has been great and we really enjoy working with the Vivantio Team! We look forward to growing with the company and hopefully work with the team to get some of the features not currently available.

Avantages :

It's easy to use and the cost is great compared to other systems on the market with less features.

Inconvénients :

There are some features missing that would make the system so much easier, like in the Asset area; we need to be able to see the user an item is attached to and the description. It's very hard to tell what an item is based on a serial or ID number in the deafult view which means you have to go into each enter to view those details and it's a huge pain. It's my least favorite thing about the system. Also, I LOVE to customize things so, the more customization options there are the better, for me.

vatandeep
AVP (Inde)
Réseaux informatiques, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

This is very good tool.

5,0 il y a 6 ans

Commentaires : I always use this tool and very good in use, working smoothly. ticket related stuff is so cool as expected.

Bianca
Provider Relations Cooridnator (É.-U.)
Assurance, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Bianca Gilberts review

5,0 il y a 6 ans

Commentaires : We use this daily to complete work task. I love it. We can keep track of the information and it is very easy to access if we need to go back and review the ticket.

Avantages :

The ease of using the system

Inconvénients :

You can only accept one ticket at a time. It slows your process down. It would make our job easier if you could accept multiple tickets at once.

Saleem
Support Analyst (Inde)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

I feel previlaged using Vivantio .

5,0 il y a 5 ans

Commentaires : The best is to generate the report of overall work we do.

Avantages :

The ease of doing business is the most best thing I found in Vivantio and also the reports it generates is simply awesome

Inconvénients :

The log comment size is too small which makes difficult to read the comments., and something the view get's corrupted.

calum
operations planner (R.-U.)
Produits alimentaires, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

excellent product easy to use

4,0 il y a 6 ans

Commentaires : excellent and good functions and system , took a bit of getting used to but once up and running no problems

Avantages :

ease of use

Inconvénients :

can be hard to manage at first

Somadatta Reddy
Trainee (Inde)
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Good

4,0 il y a 5 ans

Avantages :

Easy to use and very fast responsive tool and it is highly recommended to use .Easy to create a ticket with this tool.

Inconvénients :

Nothing much to discuss about cons it is good but some times it may delay in triggering of tickets but it resolved very fast by team.

Gagan
System Admin (É.-U.)
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Over all good to use.

5,0 il y a 6 ans

Commentaires : I have used BMC Remedy earlier as per my past experience Vivantio is much fast and explained. As per I am a new user of this app its not more easy to work with but as I have already mentioned its more explained than I don't need to more time to spend to understand it.

Samantha
Data Analyst (R.-U.)
Immobilier, 1 001-5 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Initial thoughts

3,0 il y a 6 ans

Commentaires : I have not used customer support and do not know whether this is value for money as I am not involved in procurement. I am an analyst and our team use it to manage our workload. 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). Then finding the service request afterwards can be tricky once added. If you save without populating all the fields, just the 'red' compulsory ones, then the case does not save but simply disappears but it doesn't prompt you to fill anything else.

Avantages :

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

Inconvénients :

see previous comments, regarding adding retrospective requests. Also you do not have an Industry for Housing or Property Development on your list. I have previously worked in investment banking and also venture banking but now work for a charitable housing association (wanted to be part of a business with social objectives). 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.

Chris
Service desk analyst (R.-U.)
Import/Export, 51-200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

My time with Vivantio

4,0 il y a 6 ans

Commentaires : Using vivantio is seamless and relatively easy to do. From having never used the program 2 months ago to using it on a daily basis it has become an integral part of my work life. With vivantio it allows me to keep track of all of my client tickets eventually and see what needs to be done most urgently during the day. Overall great program would recommend

Avantages :

-Very easy to use and provides an easy platform on which to handle client tickets

Inconvénients :

-Can be hard to get used to using at the start -Finding old tickets can be a pain sometimes