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Compare Vivantio vs SolarWinds Web Help Desk
Overall Rating
Ease of Use
8
0
Customer Support
9
0
Value for Money
9
0
Functionality
9
0
Specifications
Analytics and Reporting
Automated responses and Chatbots
Canned Responses
CRM Integration
Customer Feedback Surveys
Email management
Escalation Management
Knowledge base
Live Chat
Omnichannel Support
Queue management
Self-Service Portal
SLA Management
Ticket Management
Pros and Cons
Pros
Excellent customer support
Effective workflow and asset management capabilities
Strong collaboration features for team communication
Flexible setup for scalable operations
Extensive customization options
Provides centralized IT asset discovery and inventory tracking
Offers built-in knowledge base for self-service and FAQs
Supports SLA tracking and automated escalations with notifications
Cons
Limited functionality on smaller screens
Manual download process for multiple attachments
Search function could be more efficient, according to software users
Resolving issues and implementing requests occasionally takes time
GUI experience may feel less polished for some users
