Migrate your Vivantio data
B2B service management platform with unlimited ticket types, deep configurability, and per-agent pricing. Geared toward mid-market and enterprise ITSM and customer service teams that need flexible workflows over simplicity.
In its favor
Why people choose Vivantio
The signal that keeps Vivantio on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Highly configurable with unlimited ticket types that map directly to each team's workflow, a common reason teams switch from simpler tools like SupportBee that lack categorisation depth.
Per-agent pricing with named, concurrent, and pooled license options lets rotating or shift-based teams share licenses without paying for unused seats.
Full feature access at a single price tier means teams do not hit a ceiling and have to upgrade to unlock capabilities they need today.
HIPAA, SOC2, ISO27001, and Cyber Essentials Plus certifications make it viable for regulated industries including healthcare and financial services.
Over 600 integrations plus a documented API with Scheduled Export to SQL gives technical teams a migration path without being locked into a single export format.
Steep initial learning curve with a complex administrative interface frustrates new administrators who expect a quicker time-to-value.
The built-in report builder is described as fussy and confusing, with users noting confusing labels and missing export options that force reliance on external BI tools.
Portal navigation and email notification handling are difficult to configure, leading to inconsistent agent and customer experiences.
Asset discovery and module coverage lags behind competitors, pushing some teams to supplement with additional tooling.
Lack of clear API rate limit documentation makes automated migrations and integrations unpredictable without direct support team consultation.
Reasons to switch
Why people leave Vivantio
The recurring reasons buyers give for replacing Vivantio. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Vivantio fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Vivantio pricing overview
Vivantio consolidates its previously four-tier product lineup into a single platform with all features unlocked. Pricing is per agent per month, billed annually, with volume discounts starting at 15 agents and scaling to 40% for large teams. Enterprise licenses for 500+ agents are available on request. End customers and end users access the Self Service Portal without a license.
Vivantio Platform
Tier 1 of 1
$49–$99 per agent per month (billed annually, £35–£75 UK)
What's included
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Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Vivantio's schedule — see our quote-based pricing →
What gets migrated
Vivantio object support
Object-by-object support for Vivantio migrations. Per-pair details surface during scoping.
Tickets
Fully supportedTickets are Vivantio's primary work unit with configurable types (Incident, Problem, Change, Service Request, and unlimited custom types). Each type has its own custom form, categories, priorities, and workflow. We map tickets by type and preserve the full conversation thread, internal notes, and attachment references.
Custom Fields
Mapping requiredVivantio supports legacy custom fields from Vivantio Service Desk that have critical restrictions: they cannot be used in Business Rules, Roles and Permissions, or the Self Service Portal, and are not supported in the FLEX UI. We identify these during scoping and map them to modern custom fields or custom properties in the destination.
Knowledge Articles
Fully supportedArticles can be private (internal service delivery) or public (customer-facing self-service). We preserve article body, categories, status, and publication date. Public/private visibility is mapped to the destination's equivalent draft/published state.
Agents / Users
Fully supportedAgents are licensed users; end customers use the Self Service Portal without a license. We map Agents with their assigned Teams, Roles, and field-level permissions. Concurrent license holders are flagged so the destination reflects shared-pool access correctly.
Teams / Resolver Groups
Fully supportedVivantio's Teams route tickets to the correct resolver group. We preserve team membership and workload balancing rules, mapping them to the destination's team or group object.
Customers / Contacts
Fully supportedTerminology varies: Customers are also called Clients; Callers are also Contacts. We canonicalise this during mapping. AD synchronisation links are preserved where possible to prevent duplicate Contact records on import.
Companies / Organisations
Fully supportedOrganisations are linked to Contacts and Tickets. We map them 1:1 and preserve the association graph so the destination reflects the same customer hierarchy.
Workflows / Business Rules
Mapping requiredVivantio Workflows drive ticket routing, escalations, and automated actions. Legacy custom fields cannot be used in Business Rules, which we flag explicitly. Modern custom fields and ticket attributes are mapped to the destination's automation engine.
SLA Policies
Fully supportedSLA configurations including priority-based response and resolution windows are mapped to the destination's SLA object. We preserve the priority matrix and any business-hour calendars attached to the policy.
Self Service Portals
Mapping requiredMultiple portals can be configured per team or department with their own Service Catalog and request forms. We migrate portal structure and form definitions; visual branding elements are noted as out of scope for content migration.
Attachments
Fully supportedFiles attached to tickets, articles, and contacts are extracted, downloaded, and re-uploaded to the destination with the same parent reference. Large file batches are chunked to avoid API timeout.
| Object | Support | Notes |
|---|---|---|
| Tickets | Fully supported | Tickets are Vivantio's primary work unit with configurable types (Incident, Problem, Change, Service Request, and unlimited custom types). Each type has its own custom form, categories, priorities, and workflow. We map tickets by type and preserve the full conversation thread, internal notes, and attachment references. |
| Custom Fields | Mapping required | Vivantio supports legacy custom fields from Vivantio Service Desk that have critical restrictions: they cannot be used in Business Rules, Roles and Permissions, or the Self Service Portal, and are not supported in the FLEX UI. We identify these during scoping and map them to modern custom fields or custom properties in the destination. |
| Knowledge Articles | Fully supported | Articles can be private (internal service delivery) or public (customer-facing self-service). We preserve article body, categories, status, and publication date. Public/private visibility is mapped to the destination's equivalent draft/published state. |
| Agents / Users | Fully supported | Agents are licensed users; end customers use the Self Service Portal without a license. We map Agents with their assigned Teams, Roles, and field-level permissions. Concurrent license holders are flagged so the destination reflects shared-pool access correctly. |
| Teams / Resolver Groups | Fully supported | Vivantio's Teams route tickets to the correct resolver group. We preserve team membership and workload balancing rules, mapping them to the destination's team or group object. |
| Customers / Contacts | Fully supported | Terminology varies: Customers are also called Clients; Callers are also Contacts. We canonicalise this during mapping. AD synchronisation links are preserved where possible to prevent duplicate Contact records on import. |
| Companies / Organisations | Fully supported | Organisations are linked to Contacts and Tickets. We map them 1:1 and preserve the association graph so the destination reflects the same customer hierarchy. |
| Workflows / Business Rules | Mapping required | Vivantio Workflows drive ticket routing, escalations, and automated actions. Legacy custom fields cannot be used in Business Rules, which we flag explicitly. Modern custom fields and ticket attributes are mapped to the destination's automation engine. |
| SLA Policies | Fully supported | SLA configurations including priority-based response and resolution windows are mapped to the destination's SLA object. We preserve the priority matrix and any business-hour calendars attached to the policy. |
| Self Service Portals | Mapping required | Multiple portals can be configured per team or department with their own Service Catalog and request forms. We migrate portal structure and form definitions; visual branding elements are noted as out of scope for content migration. |
| Attachments | Fully supported | Files attached to tickets, articles, and contacts are extracted, downloaded, and re-uploaded to the destination with the same parent reference. Large file batches are chunked to avoid API timeout. |
Gotchas
What to watch for in Vivantio migrations
Issues we've hit on past Vivantio migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Legacy custom fields are migration-critical
API rate limits are not publicly documented
AD connector instance name must match on migration
Scheduled Export requires your own SQL target
| Severity | Issue |
|---|---|
| High | Legacy custom fields are migration-critical |
| Medium | API rate limits are not publicly documented |
| Medium | AD connector instance name must match on migration |
| Low | Scheduled Export requires your own SQL target |
Leaving Vivantio?
Where Vivantio customers move next
7 destinations Vivantio can migrate to.
How a Vivantio migration works
Four steps, Vivantio-specific
Connect
HTTP Basic Authentication against the Vivantio REST API. API operations run with the permissions of the authenticating service user, so admins typically provision a dedicated integration account. into Vivantio. Scopes limited to read-only on the data we move.
Map
We translate Vivantio-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Vivantio quirks before production.
Migrate
Full migration with Vivantio rate-limit handling. Rollback available throughout.
FAQ
Vivantio migration FAQ
Answers to the questions buyers ask most during Vivantio migration scoping. Not seeing yours? Book a call.
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