Vivantio vs. Jira Service Management

Vivantio offers deep configurability, in-house customer care, and a full feature set for B2B Customer Support.

Vivantio vs Jira Service Management: Depth + Breadth

Demand Robust Functionality and Deep Configurability

Invest in a platform that grows with you — simply turn features on and off as needed.

Efficiently manage all customer-related information, including product details, licenses, and contracts. Gain a complete view of customer interactions, set up customer-specific categories, and integrate CRM systems for a holistic understanding of your service operations.

Email & Ticket Templates

Create communication templates linked by business rules to send personalized messages, customizing style, footers, and included fields.

Unlimited Ticket Types

Customize ticket types such as bugs, enhancement requests, help requests, incidents, problems, and changes with specific configurations like categories, forms, fields, service levels, and permissions.

Workflows & Automation

Use workflows, escalations, and powerful business rules to reduce the number of touch points in ticket resolution.

Service Level Management

Leverage multiple SLAs per customer – with defined milestones such as response, diagnose, and fix – as well as escalation and routing rules, so you’ll never miss a deadline.

Advanced Self Service

Create multiple branded portals, reporting wallboards, and leverage insights to detect conflicts. Vivantio also supports end-user and tech-to-tech chat, enhancing communication and collaboration between customers and support teams.

Integrations

Integrate with ADO and Jira Software to pass bugs as work items to Engineering, streamlining issue tracking, synchronizing updates, and keeping customers informed.

Multi-Channel Customer Communication

Push in-app notifications to keep customers informed about releases, enhancements, and known issues. Connect Vivantio to your mail system to enable email-to-ticket capabilities. Integrate with RMM tools for real-time customer system access to resolve issues quickly.

Account Management

Keep account managers and customer success agents updated on changes or requests from key accounts. Notify sellers of new upsell and cross-sell opportunities.

Vivantio G2 User Ratings

8.4

Ease of Use

IT Service
IT Service Management
Tools Average 8.4

9.0

Quality of Support

IT Service
IT Service Management
Tools Average 8.5

8.0

Ease of Setup

IT Service
IT Service Management
Tools Average 7.9

Vivantio vs Jira Service Management: Speed + Quality

Unburden Agents and Delight Customers

Automate operations to handle growth seamlessly, boosting efficiency and maintaining top-notch service levels. Designed to tackle high ticket volumes effortlessly, Vivantio ensures your customer service stays ahead of demand.

Centralized Customer Information

Maintain a unified view of customer interactions, history, service requirements, as well as contracts, assets, and articles.

Learn More

Holistic Queues & Multiple Views

Combine requests from different ticket types, organizing them by priority and impact to ensure nothing is missed. Utilize list, calendar, Kanban, load balancer, and preview pane views for easy ticket organization.

Learn More

Automatic Escalations

Ensure adherence to your business service agreements by automatically notifying or reassigning ticket ownership when SLAs are nearing breach or have already been breached.

Learn More

Known Issues & Suggested Solutions

Provide agents with automated solutions by pulling information from known issues, closed tickets, the knowledge base, and even the internet.

Workload Balancing

Assess your teams’ workload and distribute tickets based on which agents are available and most capable of resolving issues.

Summarization & Analysis

Leverage generative tools to equip agents with summaries of entire ticket histories and alert support when customer communication analysis shows negative sentiment.

Routine Task Automation

Unburden your team from recurring tasks like delivering monthly reports on service level milestones and closing tickets that have been abandoned by the customer.

AI-Based Routing

Route tickets to the right team the first time using AI. Use weighted and round-robin assignments for balanced workload distribution, and implement follow-the-sun routing for faster response times.

How Self-Service Portals Improve The Customer Service Experience

67% of customers prefer to use self-help rather than relying on speaking with a company representative.

Watch the video to learn how self-service portals play a key role in the customer service experience.

Our Customers Continue to Love Us!

Vivantio is a leader in Mid-Market Complaint Management on G2

Vivantio is a leader in United Kingdom Service Desk on G2

Vivantio is a leader in HR Case Management on G2

Vivantio is a leader in HR Service Delivery on G2

Vivantio is a leader in Enterprise IT Service Management (ITSM) Tools on G2

Vivantio is a leader in Enterprise Service Desk on G2

Vivantio is a leader in Mid-Market IT Asset Management on G2

Read the reviews

Vivantio for Jira Customers + the Jira-Curious

Integrate with Jira Software for Best-in-Breed Customer Service Management

Don’t settle for less — Leverage our core integration with Jira to enable the robust functionality your support agents need, without sacrificing a seamless connection to DevOps for issue tracking and project management. All team members stay informed regardless of the tool they use daily, eliminating the need to switch between platforms. Customer requests fielded in Vivantio can directly create issues in Jira, and as updates occur in Jira, they are automatically fed back to customers via Vivantio.

Seamless Communication

Integration creates a seamless communication channel between service management and development teams, enabling them to work on the same issues without switching platforms.

Learn More

Real Time Updates

Both teams receive real-time updates on issue status, comments, and changes, reducing the likelihood of miscommunication and ensuring everyone is on the same page.

Learn More

Automation

Automation of routine tasks such as ticket creation and status updates reduces manual work and speeds up processes.

Learn More

Collaboration

By integrating the tools, service agents and developers can collaborate more effectively, leading to quicker identification of issues and faster resolutions.

Issue Tracking

Vivantio tickets can be directly converted into Jira Issues, ensuring that nothing falls through the cracks and every issue is tracked until resolution.

In-the-Loop Customers

Customers receive timely updates (through Vivantio) on the status of their issues, improving transparency and trust.

Streamlined Processes

The streamlined processes and efficient collaboration result in quicker responses and better service delivery, enhancing customer satisfaction.

Scalability

As the organization grows, the integrated systems can be scaled to handle increased volumes of tickets and issues without compromising performance.

Success Story – Drivetime

Our support capacity skyrocketed from handling 50 tickets per day to over 250—without hiring more staff. Vivantio’s automation and flexible customization made it easy to scale. — DriveTime Case Study