Freshservice vs Vivantio Comparison

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Freshservice

Service Desk Software

4.7 1,351 user ratings

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77% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Vivantio

Service Desk Software

4.5 290 user ratings

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Overview

Description

Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well. Read more

Vivantio is an intuitive IT service management software for IT companies’ service teams. It helps companies to manage their core incident, client, change, problem, and asset management needs with the help of multiple tools. Service teams can create customizable tickets of different types according to their business units. They can route multiple tasks to various teams with their roles and permissions features. Also, Vivantio helps to manage business processes across departments, teams and even customers. It allows companies to view snapshots of important operational data from their home area. Admins can also prioritize work through customizable ticket views, history, service details and its load balancer. Vivantio helps to boost productivity, record key performance metrics accurately and offer an enhanced customer experience using its service automation capabilities. Service teams can streamline approvals and tasks for their standard workflows processes. The software comes with customizable self-service portals and CRM features that help to build more effective customer service relationships. Read more

Pricing Options

Free Trial Available
Starts at $19.0. Offers Custom plan.

Free Trial Available
Starts at $42.00.

SW Score & Breakdown

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

98%
Momentum

73%
Popularity

89%

77% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

60%
Reviews

73%
Momentum

65%
Popularity

81%

Features

Total Features	23 Features	0 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 16 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS	SaaS/Web/Cloud Mobile - Android Mobile - iOS
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	4.7/5 1,351 user ratings	4.5/5 290 user ratings
Rating Distribution	Excellent 77.6% Very Good 19% Average 1.8% Poor 0.9% Terrible 0.7%	Excellent 58.6% Very Good 34.1% Average 5.9% Poor 0.3% Terrible 1%
User Sentiments	Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations	Not Available
Review Summary	From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.	User reviews of Vivantio highlight its strengths in simplifying IT support management and providing a user-friendly interface. Reviewers praise its ease of use, customization options, and helpful customer support. However, some users express concerns about the learning curve, limited reporting features, and occasional performance issues. The search function and integration with email systems are also mentioned as areas for improvement. Overall, Vivantio is seen as a valuable tool for managing support requests, particularly for smaller companies, but further enhancements could elevate its user experience.
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Pricing

Pricing Options	Free Trial Available Starts at $19.0. Offers Custom plan.	Free Trial Available Starts at $42.00.
Pricing Plans Monthly Plans Annual Plans	Starter $19.00 $29.00 per user / month Growth $49.00 $59.00 per user / month Pro $99.00 $119.00 per user / month Enterprise Custom	VALUE $42.00 $42.00 per user / month VITAL $52.00 $52.00 per user / month VELOCITY $82.00 $82.00 per user / month VISIONARY $142.00 $142.00 per user / month
	View Detailed Pricing	View Detailed Pricing

Alternatives

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	View All Freshservice Alternatives	View All Vivantio Alternatives