Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIThe ticket. The customer record. The asset. The related change. In tools that don't think about agent flow, these are separate screens, separate searches, separate contexts. Every handoff costs time — and the accumulation across a day adds up to significant cognitive overhead. Vivantio's agent workspace brings the relevant context together.
Context surfaces in the ticket view — not in a separate tab.
Service teams at leading organisations trust Vivantio
Every lookup outside the ticket — customer record, asset, knowledge article, different queue — is a context switch. In a busy service desk, these micro-interruptions compound into significant lost time.
Without a unified workspace…
Ticket open, CRM tab open, asset lookup tab open — all at once
Each context switch costs focus time — compounded across hundreds of tickets
Rigid default views built for everyone — not for the way any individual works
Vivantio agents configure their workspace views to match their work — which ticket types appear, which columns are visible, how the queue is sorted, which filters are saved as quick-access. An agent who handles only P1 and P2 incidents for a specific customer group builds a view that shows exactly that, without navigating from a generic default every session. Multi-queue agents switch between views without losing their place in any of them.
When an agent opens a ticket, the workspace surfaces the customer context alongside it: the company account, the customer's SLA tier, other open tickets from the same account, recent resolution history, and linked assets. This context appears in a side panel within the ticket view — not in a separate CRM screen requiring a second lookup. Agents see what they need to handle the ticket appropriately from the moment they open it.
As agents work a ticket, Vivantio surfaces relevant knowledge articles and — where AI Assist is enabled — similar past tickets and suggested resolutions. Agents don't need to open a separate search tool to look for known-error articles; suggestions appear contextually within the workspace, based on the ticket's subject and category. Used articles are linked to the ticket, building an audit trail that also informs future suggestion relevance.
The Vivantio agent workspace is the interface where service desk agents handle their daily work — working tickets, viewing queues, accessing customer context, checking related assets and changes, and seeing knowledge article suggestions. It is designed to surface the right context at the right moment, so agents spend less time navigating and more time resolving.
Yes. Agents can configure their workspace layout — which queue views appear, which columns are visible in ticket lists, which filters are saved for quick access. Agents who handle a specific ticket type or customer set can pin relevant views so their most common work is immediately accessible without navigating from scratch each session.
Yes. When an agent opens a ticket, the workspace surfaces the customer account context alongside it — the account, SLA tier, other open tickets, recent history and linked assets. This context is visible within the ticket view, not in a separate CRM tab, so agents see the full picture without switching tools.
Vivantio agents work across multiple queues from a single workspace — switching between incident, service request, change and problem queues without logging in to different systems. Queue views are configurable with filters and column layouts, so agents handling a subset of ticket types build a view that reflects their workload rather than navigating a default view designed for everyone.
We'll show you how Vivantio's agent workspace fits your team's workflow — with a demo built around your ticket types and agent model.
