InvGate Service Desk Software

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About InvGate Service Desk

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and can be purchased outright as an on-premise option, or SaaS, with an annual reoccurring fee. It is customizable depending on the needs of the company. InvGate lets users create trouble tickets, run advanced reports and view analytics and automate workflows. Its drag-and-drop and drill-down functionality allow data to be accessible to all members of the team. The solution offers features such as ticket management, knowledge base, problem management, change management, reporting and analytics. The built-in analytics tool uses ...
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InvGate Service Desk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 76 reviews

User Profile

Andrés Camilo

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Information Technology and Services

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2019

This the best Helpdesk cloud based software

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

Company size: 2-10 employees

Industry: Computer Software

Time used: Less than 12 months

Review Source

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2020

Stunningly beautiful yet powerful!

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.

Reasons for choosing InvGate Service Desk

Too complex, cluttered menu and hurt my eyes.

Reasons for switching to InvGate Service Desk

Too complex, cluttered menu and hurt my eyes.

Anngy

Company size: 201-500 employees

Industry: Information Technology and Services

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by the software vendor to submit an honest review.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

October 2021

Un antes y un después!

El uso de esta herramienta ha marcado un antes y un después al equipo de trabajo. Tener toda la información centralizada en un sólo sitio y que sea de fácil administración ha sido un éxito.

Pros

- Sencilla de implementar. Todo está parametrizado. - Altamente usable. Tanto para amdinistradores como para los usuarios. - Incorporar automatizaciones es muy sencillo. - El soporte del equipo de Invgate es excelente, desde el customer sucess manager, hasta el personal de soporte. - Están abiertos a feedbacks, ideas, lo cual fortalece la relación-proveedor. -

Cons

Estadisticas de los artículos del KB puede mejorarse significativamente.

Reasons for choosing InvGate Service Desk

La mejor relación costo-beneficio.

Greg

Company size: 501-1,000 employees

Industry: Primary/Secondary Education

Time used: Less than 12 months

4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
3

Functionality

out of 5

June 2017

InvGate Service Desk Review

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.

Anonymous

Company size: 51-200 employees

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
4

Value for money

out of 5
3

Customer support

out of 5
4

Functionality

out of 5

October 2019

Service Desk has made our support manageable

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

Reasons for choosing InvGate Service Desk

It integrated with our existing Atlassian Suite

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