InvGate Service Desk Software


 

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.

 

InvGate Service Desk - Change Approval
 
  • InvGate Service Desk - Change Approval
    Change Approval
  • InvGate Service Desk - Dashboard Analytics
    Dashboard Analytics
  • InvGate Service Desk - Gamification
    Gamification
  • InvGate Service Desk - Incident Problem Change
    Incident Problem Change
  • InvGate Service Desk - Self Service Portal
    Self Service Portal
  • InvGate Service Desk - Workflow Designer
    Workflow Designer
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

34 Reviews of InvGate Service Desk

 

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Software Advice Reviews (14)
More Reviews (20)

Showing 1-14 of 14

suzanne from astpos
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Great Software for Technology Industry

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The software is designed for tech team to collaborate information so various groups can understand progress and team members contribution before final resolution. It works well for small company to maintain internal communication without all the emails and organized via project base ticket created.

Cons

It takes some time to learn the system with a lot of communication between tech support and our own learning how to implement to customize our operation.

Review Source
 
 

Christopher from wwts
Specialty: Engineering
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

Great software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This software is well worth the price and also it is very easy to use. I was able to implement the software in just a few days. And my staff likes it very well as also

Cons

customer Support could be better They have long Hold times And the staff could be a whole A lot more friendlier

Review Source
 
 

Rene from Weeneebayko Area Health Authority
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Excellent interface and easy to configure and understand.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good customer service and support to date and easy to work with.

Pros

Multi-Departmental support and workflow design interface. Fairly intuitive and report generation flexible.

Cons

Nothing at this time. Still a relative new user and have not yet used all of its features nor come across any major concerns.

Review Source
 
 

David from Airtex Products, S.A.
Specialty: Manufacturing
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Best Service Desk solution around

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We have been using it for over a year now, with no issues at all. Everything we
wanted from the software, it delivered.
Very easy to use, very powerful to fit your needs, and very good customer support.

Cons

No issues so far. Great assistance from Customer support, very reliable. Sometimes times worked on issues do not update correctly.

 
 

Greg from Cornerstone University
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

InvGate Service Desk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Heather from McComb Children's Clinic
Specialty: Accounting
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Very easily used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

What I really like about it the most is that they make it simple to customize forms, workflows, etcs.

Cons

There is no online phone support. You have to use the online support help desk in which I am not crazy about doing things like that online. I would rather speak with a person but it is still pretty simple.

 
 

Robert from Ottobock
Specialty: Healthcare / Medicine
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2017

March 2017

Invgate brings ITSM and ITAM together cohesively

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We are currently using a big leaders service desk ticketing system today. What it lacked was the ability to integrate hardware and software asset information on those internal business users. This information is crucial to understanding when incidents and requests are submitted. What was also lacking in there big complex service desk solutions is the modernization of bringing daily operations tasks to the 21st century. Invgate is a solution that pushes the boundaries of technology with HTML developed application platform, intuitive out of the box real-time dashboard reporting. It also has a system that rewards workers with a trophy system for performance which gives a indirect competitive environment for service desk operations personnel.

Pros

Modern HTML5 look and feel. Mobile interface. Fully customizable. Out of the box real-time reporting and analytics. Multiple KPI and scorecard developments

Cons

None

 
 

Matias from Caja de Seguros SA
Specialty: Insurance

February 2016

February 2016

Essential at our company

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

its versatility, reports, amount of information provided.

Likes Least

There's no phone help desk, only an online support board.

Recommendations

It's not only an assets software, you can use it with alarms, life cycles and more

 
 

Jose from NUUP
Specialty: Software / IT

January 2016

January 2016

Disruptive and Amazing Software !!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Invgate is doing things in a total different way as the tradicionals Service Desk Tools, from his Starting Page to the last of his employees the company is really fresh !!

Likes Least

They have to grow faster, it´s a matter of time.
I really don´t have a thing of the solution that I like least, since we chose Invgate, we are really satisfied with the tool.

Recommendations

You have to analyze Invgate before taking any decition !! You are going to like this tool.

 
 

Natanael from QBE Seguros La Buenos Aires
Specialty: Consulting

January 2016

January 2016

Friendly and Stable

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Friendly desing, easy to work with.
Simply and accurate Interface.
The vendor is aware about the cutomer needs.

Likes Least

I havent found anything I did not like me. the experience with the product has been succesful, friendly, easy, and give me the proper way to interact with the users in a very short time and effective

Recommendations

i dont have any recomendations to the evaluation software. only keep on the road

 
 

Jorge from QBE
Specialty: Insurance

January 2016

January 2016

Friendly and easy

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Invgate is based on solials networks. Is has a user friendly interface.
A vendor is very aware to de customer needs

Likes Least

not things that dislike me. the product is very complete and reliable

Recommendations

I recommend you have friendly interfaces. And that its use for users and administrators is easier

 
 

Diego from GADOR
Specialty: Pharmaceuticals

January 2016

January 2016

In the company and in my area were very pleased with the product and I

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

What is the most used part of reports of incident resolution time.

Likes Least

we had to generate some inquiries out of the product such as searches for text in message bodies.

Recommendations

excellent fast and agile with good after-sales technical support

 
 

Oscar from ONE SA
Specialty: Software / IT

January 2016

January 2016

Powerful tool to work in a real collaborative way

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process

Likes Least

It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.

Recommendations

Easy of use and implement is a central thing you have to evaluate strongly. Also you have to keep an eye over reporting and dash boarding possibilities

 
 

Sergio from Consulting Services
Specialty: Software / IT

January 2016

January 2016

Excellent !!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

InvGate represents the harmony between a great software product and excellent graphic interface for the end user

Likes Least

We have no things we do not like this software. We think is a good product with low cost.

Recommendations

The interface is awesome !!
We believe that in these terms is the best software on the market

 
 
 
Showing 1-20 of 20

Chris from Chesapeake Bay Academy

April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

John from Town of Kennebunk
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Amazed that this good a service desk product exists for this price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

VALUE. This product does everything we wanted for an amazingly low cost.

Pros

Value for the money. This is a "Top Five" Service Desk platform for less than a quarter of the next best / cheapest option.

Cons

There's a little learning curve on where some of the settings are, but I wouldn't actually call that a "con" -- overall, it's easily the most intuitive service desk system I've set up (fifth one so far in my career.)

Review Source: Capterra
 

Jeffrey from Columbus Public Schools

April 2018

April 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


October 2017

October 2017

The best and easy way to manage all your IT support requirements

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Their ease of use, their customer support.
The feature set is the best, they have all the functionalities needed and more.

Review Source: GetApp
 

Pablo from Fundación Sadosky

August 2017

August 2017

Great software, easy to start, easy to use, excellent support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Its quality and flexibility. It is very easy to start using it, with a few clicks you will have all set up
Their Custom Reports module is the best I've ever seen.

Review Source: Capterra
 

Kevin from Amtech
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2017

July 2017

Has all the features needed for a ITIL system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Once fully implemented across our organization this software will take the place of 4 other software programs that we are using for the same process. Help Desk, Software Management, Asset Management, Remote Support, Change Mgmt. This will also give us the capability to have all IT related items in one spot without having to go outside of the system for items.

Pros

This product gives us the capability to perform all the functions of a ITIL service desk in one place.
Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software

Cons

At this time there is none.
I think the main con is the learning curve of the users and staff of switching to a new system but this would be a con with any software.

Review Source: Capterra
 

Guillermo from Latin Asset

June 2017

June 2017

Easy to set up. Navigating is easy with large buttons and text.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

has a solid feature set when it comes to IT asset management, adequately covering both hardware and software. Alarms can quickly show problems with Assets.

Cons

Text is not translated when switching languages. Charts could be improved as well as user interface.

Review Source: Capterra
 

Collin from Perfectly Posh
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Great Ticketing Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

InvGate provides a good base ticket solution, it's workflows are good, but aren't the smartest when it comes to assigning and customizing. They're constantly providing feature updates, but need to pay more attention to expanding on reporting, the current metrics and dashboards aren't very intuitive.

Pros

Good Customer Portal
Customer Satisfaction Ratings
Gamification

Cons

Knowledge Base layout is great
Workflows are subpar, even just a basic onboarding workflow is hard to build out

Advice to Others

Definitely get InvGate Assets, the two together can be a powerful tool

Review Source: Capterra
 

Mohit from Accenture

October 2016

October 2016

Cool Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The out of the box is simple. It's process flows are very much well defined. The configuration are an easy setup

Review Source: Capterra
 

Jorge

January 2016

January 2016

Very friendly application!!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Invgate is a n excellent aplication to drive the tickets of IT requirements.
The interface is very friendly and is very easy to use for final users and administrators

Pros

Invgate are based on social networks, is very friendly

Cons

i have not coments against

Review Source: GetApp
 

Natanael Emanuel from YEL Informática S.A.
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2016

January 2016

accurate, great interface and userfriendly

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

the desing of the application is very simple , accurate and user friendly.
the implementation es realy fast and simple.
the support is attentive and aware to the user needs

Pros

the implementation es realy fast and simple.

Cons

i havent found cons or things i dislike.

Review Source: GetApp
 

Paula from TGS

January 2016

January 2016

Great option for managing your IT assets

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We are using Invgate Assets for almost 5 years to manage and control all our users IT hardware and software of every workstation across our network in a centralized way. What we like of Invgate Assets is that you have precise and updated information of all your IT hardware and software of your network.

Review Source: Capterra
 

Gabriel from QBE Seguros La Buenos Aires

January 2016

January 2016

Very good solution

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It's a really good solution to manage the infrastructure giving a lot of rich data to explote the potential of the company.

Review Source: Capterra
 

Fernanda

January 2016

January 2016

Robust tool

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

The licensing feature allows you to efficiently manage all your license and reduce costs.
The integration with InvGate Service Desk makes your like easy. It is a robust and complete tool. The cost-benefit is exceptional!

Pros

With Invgate Assets you manage everything:
- Licensing Management
- ITIL
- Finance reporting
- Fraud control

Cons

We really have nothing negative to say. We are very happy with the tool. IT makes your life simpler.

Review Source: GetApp
 

Andres from EDUPOL

August 2015

August 2015

Excelent solution easy-to-learn and easy-to-use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

InvGate is a SaaS than can be used for Customer Support teams in business of any size, boosting the satisfaction level of the customers and accompanying the growing of your business.

Review Source: Capterra
 

Irving from El Cid

August 2015

August 2015

The best IT inventory program

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

A very robust tool, the reports are great and it¿s very easy to use.

Review Source: Capterra
 

Patricio from Cibertrend

August 2015

August 2015

Simple and very easy to use.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

This product is a very powerful tool for managing incidents and requirements, with easy and intuitive capabilities. It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.
It is aimed at mid range companies with excellent performance and price.
As a expert in ITSM area i recommend this product.

Review Source: Capterra
 

OScar from ITService SRL

July 2015

July 2015

IT inventory control is no longer a problem

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Outdated hardware is no longer an issue. InvGate Assets performs this task by itself and I have all of the information in one suite.

Excellent product!

Review Source: Capterra
 

José from NUUP

June 2015

June 2015

Really Revolutionary Solution !!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We have been using INVGATE Solutions for the last year, and we are really happy with the results, not only for our company, but also for our clients.
It´s simple, it´s flexible, it´s the new way to help people in every organization.
It´s how a Software Solution should be.

Review Source: Capterra
 

Irving

August 2015

August 2015

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp