How to Build Your Own Vivantio

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

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

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

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

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

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

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

Support multiple email signatures

Pre-populate email templates for rapid response with support for embedding database merge fields

Set up multiple themes or brands for email templates with ability to change look and feel per customer

Review original email, reply to all or forward email internally or externally

Embed images, screenshots, and files with generative AI text formatting features when interacting with customers