InvGate Service Desk

InvGate Service Desk

IT service desk software

4.6/5 (74 reviews)

InvGate Service Desk Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English, Portuguese, Spanish

InvGate Service Desk Reviews

Overall rating
4.6/5
95% positive reviews
50
Excellent
20
Very good
4
Average
0
Poor
0
Terrible
Brian W.

Our experience with the InvGate Service Desk has been excellent

Used Daily for 1+ year
Reviewed on 2018/06/25
Review Source: Capterra

I have been able to simplify many processes for our business and provide one place for our users to communicate with various departments within the business.

Pros

There are many things that I enjoy but the ability to customize the product to handle whatever situation our business has is a major pro. I have been able to setup tickets and workflows for many different departments within the business that helps simplify processes for them.

The gamification process adds a unique experience for our agents and allows for friendly competition.

The InvGate service desk also provides a better visual experience for our agents and end users compared with our previous product. It allows the agents to better tell what is happening with a quick view of the dashboards and the tickets assigned to them so they know what they need to work on.

Cons

I would like to see more built in templates for the badge system including icons that are built in as well. It would also be nice to have multiple views for coins earned for agents rather than the standard 60 days rolling period.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Lori L.

Service Desk organizes our day.

Used Daily for 2+ years
Reviewed on 2019/09/18
Review Source: Capterra

I love the fact that the users can create there own tickets, it saves my techs a ton of time. We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate. I like the fact that end users can score the techs tickets. There are many reports available, and customizable. I was easily able to customize the service level agreements.

Pros

Ease of use and configuration.
The product creates ticket automatically from emails and phone calls. Our users can create their own tickets which saves us a ton of time. I was able to setup a few groups so that I could setup different level for service.

Cons

My tech support users do not have as much access as I would like them to have.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Verified Reviewer

Easy to Create Ticket, rocky metrics creation

Used Daily for 1+ year
Reviewed on 2018/08/14
Review Source: Capterra

Service Desk is a good tool that can use some additional tweaking so that it can remain resourceful while flexible like writing an email.

Pros

I like that the tickets can be designed to be used very simple and you can require any level of detail you'd like from the user. I also like that you can program a search bar for the participant while they are creating a ticket in case they can find the info they are looking.

I also like that Service Desk can be integrated with confluence and there is a section in the ticket for the administrator where I can easily reference an article for the client.

Cons

I think the ticketing system is not as flexible as writing a simple email, and I don't like that when you are responding to a person's request you can't really see their original question while you're typing their answer.

Also, running a report of all of the questions is very difficult to do in a clean way, and I have to use a legend of my creation in order to translate the code name of the topics to English names.

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Chris H.

InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife

Used Daily for 2+ years
Reviewed on 2018/04/17
Review Source: Capterra

Organization, problem tracking, time management

Pros

Its simplicity. In looking at similar software packages I found that there were just too many features, too many things crammed into one software. I also found them to be very inflexible, wanting you to run your help desk their way. Their support has been great.

Cons

My only problem is that although InvGate supports SSO through Office 365, they do not have an integrated app within MS Azure. Several other service desk software's do and it makes the login by end users seamless. There is little documentation on how to set it up and it took a little trial and error to get it working so that users can click the "Log In with Office 365" button but it would be so much nicer if there was an Azure app so that it could be added to the O365 launch pad and clicking on it took you right into the service desk.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Jeffrey U.

The most flexible help desk software ever written. If you can think it, it will do it.

Used Daily for 2+ years
Reviewed on 2018/04/10
Review Source: Capterra

Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.

Pros

Ease of use. We developed a short video and within minutes our end users were submitting help desk tickets. I am amazed how much information we can obtain from this software. The triggers and workflows are endless. Invgate support is phenomenal. "No" and "it can't" are not in their vocabulary. New feature development never ends. We have asked and they have created. One of the best choices we have ever made.

Cons

Active Directory integration is lacking features. I have submitted my ideas and what other programs are doing with AD and the Invgate team is working on it so this won't be a "Con" for long.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

InvGate Service Desk Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

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.

InvGate Service Desk Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Drag & Drop Interface
  • Monitoring
  • Real Time Data
  • Real Time Reporting
  • Reporting & Statistics
  • Workflow Management

  • Access Control
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Auditing
  • Collaboration Tools
  • Customizable Reporting
  • Data Import/Export
  • Real Time Monitoring
  • SSL Security
  • Third Party Integration

Additional information for InvGate Service Desk

Key features of InvGate Service Desk

  • Approval management
  • Customer feedback
  • Email integration
  • Email-to-ticket automation
  • Gamification
  • Graphical workflow
  • Groups and custom fields
  • IT help desk
  • IT service desk
  • ITIL ready
  • Incident & problem management
  • Integrated IT asset management
  • Interactive dashboards
  • Multi-department
  • Multi-department support
  • Multi-language
  • Robust analytics reporting
  • SLA management

Benefits

  • 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.

  • GetApp Analysis

    Integrated work environments have increased the workload for IT service managers, however the technology that these professionals use for fulfilling customer service requests hasn’t kept pace. InvGate Service Desk is an innovative solution, providing modern organizations with smarter ways to streamline IT service management.

    InvGate Service Desk adds a gamification layer to IT service management, providing users with rewards for solving problems and reaching goals. The platform also includes tools for hardware and software tracking, developing knowledge base and self-serve portals, handling inventory risk detection, and running advanced data analysis. InvGate Service Desk is offered as a SaaS service or an on-premise solution.

    Dashboard

    What is InvGate Service Desk?

    InvGate Service Desk is a smarter solution for service desk management. The cloud-based solution manages, analyzes, and automates IT service support for businesses. It also provides a way for IT professionals to collaborate on issues and use automation to increase team productivity.

    Advanced ticket management allows for team-based ticket structuring, which means InvGate can fit into many different types of workflows. Custom workflows can be automated and mapped, with defined authorizations that InvGate is able to execute and monitor automatically. The software comes with a powerful analytics component, which means business users are able to analyze service performance and generate reports based on the data they uncover.

    Breaking News Notifications

    InvGate Service Desk Main Features

    Service Ticketing

    Perhaps the most important element within service desk software is the ticketing system itself. InvGate’s ticketing system is what agents use to handle support requests. InvGate’s ticketing system, in particular, is unique in its simplicity. Agents can handle multiple requests or incidents at one time, and they can track tickets throughout the pipeline, regardless of the priority level or request type. End-users are able to log tickets through the self-service portal.

    In an effort to expedite this process and better handle incoming tickets, InvGate has developed an ad hoc approval request method. You can create ad hoc approval requests from within a ticket by selecting the “approver” and selecting the decision you require. From that point on, InvGate will take over and handle the remainder of the issue.

    Ad Hoc Approval Requests

    Workflows

    InvGate’s workflows completely integrate IT departments with the organizations they support. Basic and advanced business processes can easily be managed, with automated workflow capabilities that operate throughout all departments. Using workflows, service managers are able to map out frequent processes and define inputs and outputs.

    Use InvGate’s Workflow Editor to map out the processes you plan to implement at your organization. In the Workflow Editor, you can include things like tasks, decision points, loops, and inputs/outputs.

    Workflow Editor

    Time Tracking

    Time tracking is an incredibly important part of the modern service desk. With InvGate’s Time Tracking module, service managers are provided with tools for handling budget controls and forecasting. The application’s time recording system is incorporated with its service tickets, which allows users to record the exact amount time they spend finding resolutions to individual issues.

    InvGate’s Time Tracking includes “wait-time analysis,” which is what you’ll use to monitor the amount of time a ticket has been allocated to each agent, user, or organization. Because InvGate has built-in reporting functionalities, the software automatically analyzes the information it records through the Time Tracking module and funnels it into valuable reports for managers to review.

    Time Tracking

    Customer Feedback

    InvGate supports integrated customer feedback, which enables end-users to provide candid insights and opinions based on how they feel their requests have been handled by service agents. InvGate’s customer feedback feature includes a collaboration element, letting end-users decide when their issues should be closed and when they should remain open for further review.

    Customer feedback is fully integrated into InvGate’s service desk. End-users are invited to leave ratings and comments when their solutions have been marked as “approved.” Managers can review this feedback in real-time through their InvGate dashboards, along with reports and analytics.

    Integrated Customer Feedback

    InvGate Service Desk Integrations

    InvGate Service Desk integrates with a number of third-party applications, including Gmail, Microsoft Outlook, and InvGate Assets.

    InvGate Service Desk Pricing

    InvGate Service Desk supports SaaS subscriptions and one-time licensing fees. Organizations are encouraged to contact the company directly to receive customized price quotes based on the licensing model they choose, along with the number of service desk agents, and the number of assets needed to be managed.

    InvGate Service Desk Bottom Line

    • Integrated service desk and asset management solution
    • Helps agents work more efficiently
    • Advanced data analysis generates reports around key performance indicators
    • Interface is easy to configure and use
    • SaaS subscription or licensing fee pricing models

    InvGate Service Desk FAQs

    Below are some frequently asked questions for InvGate Service Desk.

    Q. What type of pricing plans does InvGate Service Desk offer?

    InvGate Service Desk offers the following pricing plans:

    Pricing model: One Time License, Subscription

    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.

    Q. What are the main features of InvGate Service Desk?

    InvGate Service Desk offers the following features:

    • Approval management
    • Customer feedback
    • Email integration
    • Email-to-ticket automation
    • Gamification
    • Graphical workflow
    • Groups and custom fields
    • IT help desk
    • IT service desk
    • ITIL ready
    • Incident & problem management
    • Integrated IT asset management
    • Interactive dashboards
    • Multi-department
    • Multi-department support
    • Multi-language
    • Robust analytics reporting
    • SLA management

    Q. Who are the typical users of InvGate Service Desk?

    InvGate Service Desk has the following typical customers:

    Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does InvGate Service Desk support?

    InvGate Service Desk supports the following languages:

    English, Portuguese, Spanish

    Q. What type of pricing plans does InvGate Service Desk offer?

    InvGate Service Desk has the following pricing plans:

    One Time License, Subscription

    Q. Does InvGate Service Desk support mobile devices?

    We do not have any information about what devices InvGate Service Desk supports

    Q. What other apps does InvGate Service Desk integrate with?

    InvGate Service Desk integrates with the following applications:

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

    Q. What level of support does InvGate Service Desk offer?

    InvGate Service Desk offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials