Vivantio groups tickets by category, as mentioned, and you can filter lists using preset views, such as open, recently closed, pending, and others. You can also perform a quick search to find tickets, but there’s no way, for example, to create one main view and filter to see only urgent tickets across all the sections you created. It is possible to create a view that shows all resolved tickets across all departments, but setting it up is somewhat cumbersome.
(Credit: Vivantio/PCMag)
To triage support issues, look to the row of buttons at the top of each ticket detail screen. You can decide to escalate a ticket by updating its priority, re-assigning it to another agent, merging or grouping it with another ticket, and much more. Again, this view isn’t quite as user-friendly or slick as Freshservice’s or HaloITSM’s.
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Regardless, creating tickets and tracking issues is intuitive. Notifications help agents respond quickly to urgent issues, and fields are customizable. Like most help desk management tools, you can also set up service level agreements (SLAs). For example, you can route a ticket to another agent after a set period of time. However, Freshservice does a better job of automatically detecting potential new fields in incoming tickets (field extraction).
Vivantio’s workflow automation features are a highlight. You can use these, for example, to automatically escalate tickets, re-assign them to other agents, or provide automated solutions (such as sending a knowledge base article). I didn’t have any trouble designing a new automation to escalate a ticket in testing. That said, I slightly prefer HaloITSM’s flowchart-like interface for mapping out automations.
The platform’s AI capabilities are a mixed bag. I like the AI Enrich tool, which can summarize tickets for agents, detect sentiment, and suggest replies. In one test, Vivantio found a ticket from an angry customer and instructed me to call them. In another, the AI helped me compose a professional response.
However, Vivantio doesn’t have AI agents that can act truly autonomously. Yes, you get an AI chatbot that can use information from your knowledge base, but Freshservice’s and HaloITSM’s virtual agents are more sophisticated. In any case, when I asked the bot a question during testing, it provided an answer based on the knowledge base and active and archived tickets. That last behavior can still save your staff considerable time. The company’s AI Optimize tool isn’t available yet, but it will purportedly summarize help desk activities for executives.
