Vivantio

Surface trusted answers from existing knowledge and service history to resolve questions quickly, reduce unnecessary tickets, and capture context when work needs to be escalated

Automatically summarize, detect sentiment, and suggest responses so teams communicate consistently, resolve faster, and reduce escalation risk

Turn service data into continuous improvement with trends, insights, and recommendations that help leaders prioritize what matters and improve outcomes

Allow end users/customers and technicians to search and use AI to summarize an answer based on knowledge base articles

Automatically determine the emotional tone of tickets and highlight and apply automations accordingly

Provide a summary of the activity on a ticket automatically using AI

Use generative AI to build feedback to customers and adjust tone, check notes for errors and language

Store asset data with custom forms, fields, and relationships with full integration to the service platform

Maintain a complete audit trail of all changes made to an asset over time

Scan and import assets from the entire organization or from customer systems

Pull data from multiple different sources, combining and consolidating it for auditing, reporting, and analysis

Track, monitor, and manage IT assets with built-in Configuration Management Database

Link related assets using custom-configured downstream and upstream relationship types

Record all tickets or service requests that have been logged against an asset

Setup different types of asset configuration

Customize the layout of forms within the Asset working window, configure order, card/tab display, and role access

Provide a graphical representation of the entire network of people and systems that could be impacted by a change

Define complex, multi-step processes with tasks assigned to different individuals in specific order

Turn emails into tickets automatically with support for embedded images, video, and attachments

Automatically re-assign tickets on configurable schedule

Set up canned responses that agents can use at any point during the ticket lifecycle

Distribute work in name-order between specific groups with rules for all or subset of tickets

Automatically assign tickets based on criteria including AI-driven insights as soon as ticket is created

Lookup sender from CRM and link all cc recipients to the ticket

Leverage AI to determine which ticket types each technician is best suited to resolving

Extract email information and insert into ticket details and history for cleaner activity view

Build templates linked to specific action types such as change priority, change owner, etc.

Provide ticket templates to help agents log tickets in seconds by adding end-user details

Define complex, multi-step processes with tasks assigned to different individuals in specific order, automatically applied to specific ticket types

Expose Knowledge Base to anonymous users with ability to filter what they can do and see

Use wizard-like category selector to guide users into choosing right ticket categorization

Have complete control over HTML and CSS providing ultimate flexibility in look and feel

Implement and customize out-of-the-box language packs or build custom ones

Build completely custom content within SSP

Enable customers to log tickets, view assets and knowledge base articles, and run reports in a fully configurable portal

Create multiple custom branded self service portals to embed in website or organization

Exercise granular control over who can do what inside the SSP

Define services, expose them via self-service portal, allow users to request services with custom forms followed by automated approvals

Customize look and feel of portal allowing it to match corporate website or existing intranet

Surface answers to customers during ticket creation process to resolve issue before it is logged

Control visibility of forms or fields based on values selected in other fields

Control visibility of custom forms to always appear or only for certain ticket categories or statuses

Control visibility of custom forms to always appear or only for certain ticket categories or statuses

Control visibility of forms or fields based on values selected in other fields

Link fields between system areas to combine them into one custom form

Create multiline custom forms for complex data entry

Automatically create articles on ticket closure

Set visibility dates for knowledge base articles to expire and be reviewed

Create templates for knowledge base articles requiring preset fields by category

Create a consistent look-and-feel for knowledge base articles with ability to enforce use of header/footer/custom CSS or change layout, and brand articles differently per-client

Allow customers and end users to rate and comment on knowledge base articles

Customize the layout of forms within the KB working window, configure order, card/tab display, and role access

Create, update, categorize, and manage documentation with visibility controls for system users, customers, or public access

Define visibility for system users, customers, or public access articles

Create, update, categorize, and manage documentation in a comprehensive document/file management system for ticket deflection and agent support

Send articles to customers during ticket closure, saving technician time with stock responses that include article links and descriptions

Surface data via OOB integrations with BI tools or specialized API endpoints

Visualize data in variety of ways within service management environment

Push specific reports to self-service portal to allow customers with appropriate permissions to run reports

High performance, feature-rich Data Table and React Data Grid reporting tool with built-in charting

Set up fully customizable schedules for any report to automatically email recipients with per-client reporting options

Build OLAP-like data warehouse using service provider's servers and infrastructure

Provide graphical representation of network of people and systems that could be impacted by a change

Explore data in instance via intuitive user interface

Leverage library of pre-built reports ready-to-run and ready-to-customize

Maintain complete audit trail of all changes made to an asset over time

Expose data to customers in self-service portal without understanding complex reports or seeing underlying data

Enable customers to run self-service reports on demand

Record the amount of time technicians spend working on tickets with higher tiers including start/stop clock and automatic time recording

Create customer documents, worksheets, and reports from ticket data, run directly from that ticket