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.



64 Reviews of InvGate Service Desk

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 64 reviews

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Invgate Review. Great product!

Pros

I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users. Love this!

Cons

I think the ticketing system is not really flexible, I mean does not have a so much options when doing things in ticketing.

September 2018

Nikolay from ScienceSoft

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Convenient service, which allows solving many tasks at the enterprise

Pros

This service has many functions and at the same time is easy to install and use. If you do not have any experience with products, it will take 30-40 minutes to install and configure the software. So I'll say that before you a cool service that allows you to set up work processes and accelerate the work in teams, with a minimum of effort and time. I am also happy about the possibility of integration with other programs, for example, Confluence.

Cons

I think that the only drawback of all such products is their high cost. Otherwise, I did not have any complaints.

September 2018

Dmitry from InfoShell

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

A cool marketing tool

Pros

I like how Service Desk has a support system for users, as well as an interface that is accessible for quick learning and the ability to connect third-party services.

Cons

Installation and proper configuration of this software is not as simple as it might seem. If you do not have experienced programmers or system administrators in your staff, it is better to take the help of an outside specialist.

September 2018

Malcom from CHITSA IT LLC

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

I love this project!

Pros

I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.

Cons

This product would be perfect if its gonna have a mobile app notify. And none so much, so far I really like this product.

August 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Great mobile interface

Solid product overall

Pros

Product is easy to understand and looks great – mobile view is best in class

Cons

Not a huge list of high-profile customers- can make finding other users challenging

August 2018

Igor from DB2 Limited

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

I use the Service Desk as a smart bid control

Pros

The developers of the product support small companies and provide a tariff with a fixed amount of payment, amounting to 10 USD per month, and this is not very suitable for us, because we employ about two dozen people. But for small companies this is undoubtedly a plus. In my work, I mostly use reports and analytics, which are very well designed visually and practical - they are simple, functional and easy to use.

Cons

The tariff with a fixed amount of payment is calculated for three people. If a team of 4-5 people, and this can be considered small, you need to pay about 100 USD per month, which is too expensive.

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Easy to Create Ticket, rocky metrics creation

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.

August 2018

Shelley from Columbus State Community College

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

August 2018

I'm not very impressed with this software

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

July 2018

Adrian Fernando from Alvear Palace Hotel

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

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

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.

July 2018

Juan Eduardo from Alvear Palace Hotel

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2018

I've never before used a helpdesk software so easy

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

July 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Very useful to optimize working hours.

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.

July 2018

Martin from Laboratorios Andrómaco

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Great solution.

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.

July 2018

JUAN FRANCISCO from ALVEAR PALACE HOTEL

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

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

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

July 2018

Lucas from Alvear Palace Hotel

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

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

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.

July 2018

Pablo from Alvear Art Hotel

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

A User Friendly Complete solution

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

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

July 2018

satisface to use a easy software

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

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

It's very user-friendly

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.

July 2018

Ariel from Tecna

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

We use this product from its first versions

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.

July 2018

Isaac from Acacia Network

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

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

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.

June 2018

Craig from Whitfield County Schools

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Great value for the 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.