InvGate Service Desk software


58 reviews(4.5/5)
58 reviews(4.5/5)

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 OLAP approach to deliver data and information in real time. 

InvGate also offers web self-service capabilities, so staff can track the progress of trouble tickets, search the knowledge base, and promote self-resolution to IT service requests. Support is available via online portal and phone.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

58 Reviews of InvGate Service Desk

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  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    August 2018

    Easy to Create Ticket, rocky metrics creation

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Shelley from Columbus State Community College

    Number of employees: 501-1,000 employees

    August 2018

    I'm not very impressed with this software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I can track my service tickets by calling in and checking on them

    Pros

    I like the fact that it assigns a ticket number to your request and that you can use the ticket number to review your request even though you can only do it via phone call

    Cons

    it assigns multiple tickets that have no relation to each other to your service requests. And when you get a reply back via email that your service desk ticket has been submitted there's no references to what you called about so if you put multiple tickets and then you have no idea what your ticket was about

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Adrian Fernando from Alvear Palace Hotel

    Number of employees: 501-1,000 employees

    July 2018

    An incredible way to interact with users. Dealing with problems have never been so easy before.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    An incredible way to interact with users. Dealing with problems have never been so easy before. Its simplicity for the users to get used to it. It was a vital tool in order to organise our department.

    Pros

    Its simplicity for the users to get used to it.
    It was a vital tool in order to organise our department.

    Cons

    It is a bit difficult to find some problems that we solved in the past and there was some problems with the assignment of tickets.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Juan Eduardo from Alvear Palace Hotel

    Number of employees: 501-1,000 employees

    July 2018

    I've never before used a helpdesk software so easy

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Service Desk improved my workday assisting me with internal clients request by providing an efficient and easy administration. Users are very excited with Knowledgebase feature also.

    Cons

    It will be great having a mobile App to notify technicians in the field. Everything else is perfect

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    July 2018

    Very useful to optimize working hours.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Optimize work hours, organize tasks, and centralization in one place.

    Pros


    Reduce the number of calls to the office for technical assistance
    Centralize all pending work, and performed in one place.
    That the user has options of manuals to solve problems himself.

    Cons


    The time it takes to configure all the options of the forms.
    The way in which the system shows the updates of the case open to the user.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Martin from Laboratorios Andrómaco

    Number of employees: 501-1,000 employees

    July 2018

    Great solution.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    more control over the user request, more users happy, more business value added.

    Pros

    you can add a simple workflow in seconds or a complex one in minutes. is easy put your own process to work.
    The integration with Active Directory works great.

    Cons

    If you want go for a medium complex implementation, you will need consultancy. The setup is easy, the support is fine, but is not enough.
    More integration with Office 365 will be necessary soon.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • JUAN FRANCISCO from ALVEAR PALACE HOTEL

    Number of employees: 501-1,000 employees

    July 2018

    A reliable and powerful tool for the organization, has facilitated communication with users

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The dashboard allows a simplified view of the operation of the day
    Knowledge base to help users
    AD integration is easy to configure

    Cons

    It´s not easy configurate multiproperty or support groups, the granularity of the tool complicates a process that should be simple

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Lucas from Alvear Palace Hotel

    Number of employees: 501-1,000 employees

    July 2018

    We change the way we work, organize the sector and communication with the client. It became more flu

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Organize the department and improve communication.

    Pros

    It speeds up the operation of the sector, optimizing response times between the user and the help desk.

    Cons

    It lacks a section for projects, internal department, where you can be assigned time and human resources and materials.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Pablo from Alvear Art Hotel

    July 2018

    A User Friendly Complete solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great.

    Cons

    Help with on boarding material for end users. This point will be a great help for internal company kickoff

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    satisface to use a easy software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    it is a very easy software to use and configure, adapt to our business needs.
    provides stability in the ejecution process,
    the time customer support its satisfactory
    its is softwate that is kept in constant updates

    Cons

    the relationship Price vs Product it's not agreement.
    the report module its very complicate to use and configure,
    dara extraction is complicated

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    It's very user-friendly

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    we're using Service Desk in a government environment. Our users are really happy regarding how easy is this portal to use. .

    Cons

    Sometimes when a user sends an email to the helpdesk, it's not generating a ticket automatically. I was troubleshooting with customer service but we could solve it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ariel from Tecna

    Number of employees: 501-1,000 employees

    July 2018

    We use this product from its first versions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Quickly know all the assets and software installed in the organization.

    Pros

    What I like the most is the simplicity of installation and how fast it starts to get data from the assets connected to the network.

    Cons

    What I like least is the management of licenses and contracts, related to the linking of installed software.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Isaac from Acacia Network

    Number of employees: 1,001-5,000 employees

    July 2018

    Invgate has provided our organization with excellent service and ticketing solutions.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It's friendly UI that end users feel comfortable navigating though. The Service Desk has been adapting well to our environment and we're getting many compliments from staff stating that its alot easier the Kace.

    Cons

    I dont really have a con. the Service Desk is very easy to use and administer. Our only issue is that we didnt purchase Invgate sooner.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Craig from Whitfield County Schools

    Number of employees: 1,001-5,000 employees

    June 2018

    Great value for the money

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are able to integrate several departments together into one solution and to take care of all of our in-house forms with Invgate.

    Pros

    My employer and I reviewed several solutions and none of them combined the level of features with affordability like Invgate. The workflow solution was a game changer for us.

    Cons

    Some of the setup could benefit from being a little easier to use. Sometimes when you are setting things up the whole process gets monotonous and could be made a little easier. But you can't argue with the end product.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Gerardo from Tecna

    Number of employees: 501-1,000 employees

    June 2018

    Very easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Organize my help desk support

    Pros

    Personalization is the best option of this soft. is a tool that is modeled to the extent of the help desk you want to create.

    Cons

    In my understanding, the lack of quick search for support tickets by user name that created it, is the biggest flaw in the system

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Maria Victoria from Arcos Dorados

    June 2018

    We are very satisfied with the tool. We are incorporating more and more services, not just IT

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The benefits we have to use Invgate are the administration of the tool, fast response to needs or configurations, knowledge base

    Pros


    What I like most about Invgate is how easy it is to configure.
    The predisposition and fast response of the support before our consultations or inconveniences. And they are always working to offer improvements

    Cons


    A point to improve is related to the updates of the version of the tool. Most of the times we had to do an update of the tool we made many tests and found a bug, and when we believe that everything is OK to be able to implement it in production, an error occurs.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Brian from CareHere, LLC.

    Number of employees: 1,001-5,000 employees

    June 2018

    Our experience with the InvGate Service Desk has been excellent

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Manny from MCCG

    Number of employees: 51-200 employees

    June 2018

    Daily use of product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great product for the price point, cost effective.

    Pros

    Simple to use, monitoring of assets is complete and clean, addressing issues on corporate assets is very efficient.

    Cons

    Duplicates can be a pain, always have to ensure you make good notes to ensure proper counts and naming conventions are maintained.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Rene from Weeneebayko Area Health Authority

    Number of employees: 201-500 employees

    June 2018

    Quick to get started with excellent support. Easy to use with added functionality.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The tracking and management if service desk requests and updates to the users as to status. Dashboard reports to continually monitor performance. The support for electronic workflows is an bonus feature that has value.

    Pros

    The user interface is intuitive for quick adoption. Electronic workflows with forms management allows us to incorporate many business approval processes into a user request.

    Cons

    Have not had any issues or complaints that are of any major concern. Possibly more built in dashboard reports to work from that can be quickly adapted rather than start form scratch.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Tim from CEFCU

    Number of employees: 501-1,000 employees

    June 2018

    Very easy to use, nice looking interface.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Good looking, simple to use interface. Does everything we need, without being overly complicated. Support is very responsive, and includes our requests in future versions frequently. Our end users really like it, too.

    Cons

    Can't think of many cons with Service Desk. Only con I can think of is the licenses are per user and not transferrable to another user.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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