About InvGate Service Desk

InvGate provides a truly multi-departmental service fulfillment solution with federated asset management solution for seamless integration between the service request and the asset requiring service. InvGate delivers the most intuitive and easy to understand user interface that is easy to configure, a joy to use, and extremely efficient at fulfilling customer service requests.

InvGate capabilities include IT service desk with gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self service portals, inventory risk detection, and more. Delivered as a SaaS service or an On-Premise solution, InvGate is easily deployed within minutes to your unique infrastructure requirements.

InvGate advanced data analysis tools provide management reports and insights around the critical key performance indicators desired to improve business process, reduce waste and increase efficiency.

Code-free configuration allows for drastically reduced implementation times and little ongoing service costs to generate benefits immediately and maximize your return on investment.

Key benefits of InvGate Service Desk

  • Deploying an integrated service desk and asset management solution allows agents to work more efficiently with ticket and asset data on the same screen.

  • Incident, problem, change, SLA, knowledge, and asset management lets organizations be ITIL ready right out of the box.

  • Go Live on ITSM and ITAM within only a few hours without any professional service support and within a code-free configuration environment.

  • InvGate natural language technology employs advanced heuristics to analyze their text to proactively suggest helpful articles from the knowledge base in real-time.

  • Use InvGate Service Desk’s self-service capabilities to provide a modern, consumer-like access and communication channel to end users and customers.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    English, Portuguese, Spanish

    Images

    InvGate Ticket Management
    InvGate Service Desk Dashboard
    InvGate Service Desk Analytics
    InvGate Workflow Builder
    InvGate Problem Management
    View 6 more
    InvGate Service Desk video
    InvGate Service Desk screenshot: InvGate Ticket Management InvGate Service Desk screenshot: InvGate Service Desk Dashboard InvGate Service Desk screenshot: InvGate Service Desk Analytics InvGate Service Desk screenshot: InvGate Workflow Builder InvGate Service Desk screenshot: InvGate Problem Management

    Features

    Total features of InvGate Service Desk: 88

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Applications Management
    • Approval Process Control
    • Asset Management
    • Asset Tracking
    • Audit Trail
    • Automated Routing
    • Availability Management
    • Budget Control
    • CMDB
    • Call Center Management
    • Change Management
    • Collaboration Tools
    • Commenting / Notes
    • Configuration Management
    • Contract/License Management
    • Customer Service Analytics
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Templates
    • Dashboard Creation
    • Document Storage
    • Document Templates
    • Drag & Drop
    • Email Alerts
    • Email Management
    • Email Templates
    • Employee Management
    • Employee Reward Programs
    • Employee Self Service
    • Feedback Management
    • Forecasting
    • Gamification
    • Graphical Workflow Editor
    • IT Asset Management
    • IT Asset Tracking
    • Incident Management
    • Interaction Tracking
    • Knowledge Base Management
    • Knowledge Management
    • Macros/Templated Responses
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Department/Project
    • Multi-Language
    • Multi-Location
    • Network Monitoring
    • Performance Metrics
    • Prioritization
    • Problem Management
    • Procurement Management
    • Project Management
    • Project Time Tracking
    • Real Time Analytics
    • Real Time Data
    • Real Time Notifications
    • Real Time Reporting
    • Real-time Updates
    • Release Management
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • SSL Security
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Service Reporting
    • Social Media Integration
    • Status Tracking
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Template Management
    • Third Party Integrations
    • Ticket Management
    • Time & Expense Tracking
    • Time Clock
    • Workflow Configuration
    • Workflow Management

    Alternatives

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    Zendesk

    4,3
    #2 Alternative to InvGate Service Desk
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    HarmonyPSA

    4,5
    #3 Alternative to InvGate Service Desk
    HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed...

    BOSSDesk

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    BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and...

    Reviews

    Overall rating

    4,6 /5
    (72)
    Value for Money
    4,5/5
    Features
    4,5/5
    Ease of Use
    4,7/5
    Customer Support
    4,7/5

    Already have InvGate Service Desk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 72
    Andrés camilo G.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 1 001-5 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    This the best Helpdesk cloud based software

    Reviewed on 2019/02/14

    We were a company which, being a provider of IT services, presented many problems associated with...

    We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk.

    After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.

    Pros

    Currently we are working to relaunch our help desk, because after the good reception of the clients we saw the need to adjust several additional options of the product.

    Cons

    No Mobile App available for the users Android and IOS

    Windy H.
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Stunningly beautiful yet powerful!

    Reviewed on 2020/06/24

    We wanted a Service Desk solution that is easy to use and yet can accomodate complex workflow,...

    We wanted a Service Desk solution that is easy to use and yet can accomodate complex workflow, InvGate Service Desk can answer all of these.
    I have used ServiceNow & Heat, those products are very verbose in terms of wording. InvGate SD is concise less word but more to usable actions.
    I would recommend this highly to other people looking for ITSM solution.

    Pros

    - Easy to setup and easy to understand on daily usage, the relations between grouping, help desk and catalog is superb.
    - Query builder is the one I like most, consistency across the system, you learn once and you can use similar familiar query.
    - Gamification is fun!

    Cons

    Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome.

    Greg D.
    Overall rating
    • Industry: Primary/Secondary Education
    • Company size: 501-1 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    InvGate Service Desk Review

    Reviewed on 2017/06/16

    InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to...

    InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to fix these, it could be a pretty great product.

    Pros

    Affordable
    Easy to setup
    Ability to use variables when creating a ticket
    Ability to add observers and collaborators to a ticket
    Easy to do things like reassign and escalate

    Cons

    No Due Date field unless you use SLAs
    No ability to delete a comment or edit a comment
    If you add a comment before selecting Solve (which ultimately closes the ticket), you have to enter your solution again and select Solve for your solution to show up as the resolution
    If you added a comment to a ticket when the owner has an out of office notification turned on in their email, the out of office email would create a new ticket
    When printing out a lit of tickets for a user, the font is so small, it's hard to read. Took me a while to come up with a roundabout way to do it so that it was easily readable.
    Each comment in a ticket doesn't have the day and time the comment was made. You get more general time stamps like "14 hours ago", "2 weeks ago", or "a month ago". Would be useful to know the date and time so that you can tell if something was done at the end of the day or the beginning.

    Verified Reviewer
    Overall rating
    • Industry: Warehousing
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Service Desk has made our support manageable

    Reviewed on 2019/10/23

    Despite it not being perfect, Service Desk has changed our support queue from being unmanageable to...

    Despite it not being perfect, Service Desk has changed our support queue from being unmanageable to having everything tracked in one place, with time stamps and a request is never missed. Setup could be easier, but once complete, I would highly recommend this to a company looking to streamline their end-user support.

    Pros

    -Very good end-user experience
    -Never miss a request
    -Integration with JIRA
    -Application integration (widgets)

    Cons

    -Setup is tedious
    -Getting the correct permissions for all agents/users is a frustrating experience
    -Somewhat confined to canned reports with little customization

    Cristian M.
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 10 000+ Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Service Desk Invgate

    Reviewed on 2019/11/13

    Pros

    It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure

    Cons

    it would be missing that the entry of the initial information of the users in the requirements is improved

    Showing 5 reviews of 72 Read all reviews

    InvGate Service Desk FAQs

    Below are some frequently asked questions for InvGate Service Desk.

    InvGate Service Desk offers the following pricing plans:

    • Starting from:
    • Free Trial: Available

    Receive a customized price quote based on the licensing model (On-Premise or SaaS), the number of Service Desk agents, and the number of assets to be managed.

    We do not have any information about InvGate Service Desk features

    InvGate Service Desk has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    InvGate Service Desk supports the following languages:

    English, Portuguese, Spanish

    InvGate Service Desk supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    InvGate Service Desk integrates with the following applications:

    FileWave, Gmail, InvGate Assets, Microsoft Outlook, Microsoft Teams, Zapier

    InvGate Service Desk offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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