Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
4.5 / 5
Value for Money
4.5 / 5
Customer Support
4.5 / 5
Functionality
4.5 / 5
Pros
"It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure"
"-Very good end-user experience -Never miss a request -Integration with JIRA -Application integration (widgets)"
"Works well for small companies to maintain internal communication. The ticket creation works much better than all those internal emails. This software is well worth the price."
Cons
"I think that the only drawback of all such products is their high cost. Otherwise, I did not have any complaints."
"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."
"Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome."
InvGate Service Desk Reviews
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February 2019

Andrés Camilo from ESET
Company Size: 1,001-5,000 employees
Industry: Information Technology and Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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
June 2020
Windy from Global Asia Sinergi
Company Size: 2-10 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
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.
June 2017
Greg from Cornerstone University
Company Size: 501-1,000 employees
Industry: Primary/Secondary Education
Time Used: Less than 12 months
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
3.0
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.
October 2019
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
3.0
Functionality
4.0
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
November 2019

Cristian from INSSJP
Company Size: 10,000+ employees
Industry: Hospital & Health Care
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
November 2019
Service Desk Invgate
Pros
It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure
Cons
it would be missing that the entry of the initial information of the users in the requirements is improved
Reasons for Choosing InvGate Service Desk
for the relation price and product quality
Reasons for Switching to InvGate Service Desk
a specialized service desk tool was needed
February 2019

Jorge from AB Mauri, a global business of Associated British Foods plc
Company Size: 201-500 employees
Industry: Food & Beverages
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
February 2019
Excellent tool end to end
From negotiation to implementation and support, my experience has been excellent. The tool has exceeded the expectations.
Pros
Service Desk is an excellent tool end to end. It is a tool of rapid implementation, with a short learning curve and very friendly for the administrator and end user.
Cons
I honestly do not have any problem with the tool.
February 2019

Pablo from Alvear Art Hotel
Company Size: 201-500 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
February 2019
Great Helpdesk Software
Service Desk was always easy to configure, to use and grow. It made our help desk be more efficient, productive, and accountable
Pros
Easy of use for every user at the company. From experimented to newbies, is the perfect choice to let the helpdesk grow smoothly.
Cons
Invgate need to think about how to help customers on the kickoff stage.
February 2019

Fernando from Alvear Palace Hotel
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
February 2019
is a very good product that optimizes the time in solving complaints and problems of users.
InvGate Service Desk, is a very good product that optimizes the time in solving complaints and problems of users. Organize and plan better the work to be done.
Pros
The ease which the user can enter a problem, and the work order that allows.
Cons
The reports that can be generated with the system are impractical and visually poor.
October 2019

Fernando from Alvear Palace Hotel
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
October 2019
Organize the work and give us greater control of the solutions.
Pros
It allows us to keep our customers' claims more organized, and classify them for claims that are often repeated. Optimize our working time.
Cons
We could not find an automatic report by mail with the detailed summary of all the work separated by admin users.
March 2019

Lucas from Alvear Palace Hotel
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2019
Usability at its best
We reduce telephone calls, improving the speed of response, through the use of the knowledge base.
Pros
The best thing that Service Desk has is its dashboard and knowledge base.
Cons
As a point to improve, I would incorporate project management for those requirements that require more time and resources.
June 2018
Brian from CareHere, LLC.
Company Size: 1,001-5,000 employees
Industry: Hospital & Health Care
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2018
Our experience with the InvGate Service Desk has been excellent
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.
September 2019
Lori from Sweetser
Company Size: 501-1,000 employees
Industry: Health, Wellness and Fitness
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
September 2019
Service Desk organizes our day.
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.
Reasons for Choosing InvGate Service Desk
I was told a huge reason was that you had an asset tool as well.
Reasons for Switching to InvGate Service Desk
The SLA was a huge part of it and the package we had was out end of life.
August 2018
Anonymous
Company Size: 1,001-5,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
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.
April 2018
Chris from Chesapeake Bay Academy
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
April 2018
InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife
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.
April 2018
Jeffrey from Columbus Public Schools
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
The most flexible help desk software ever written. If you can think it, it will do it.
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.
June 2018
Maria Victoria from Arcos Dorados
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2018
We are very satisfied with the tool. We are incorporating more and more services, not just IT
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.
June 2018
Craig from Whitfield County Schools
Company Size: 1,001-5,000 employees
Industry: Education Management
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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.
August 2018
Igor from DB2 Limited
Company Size: 11-50 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
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.
July 2018
Anonymous
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
4.0
Functionality
3.0
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
June 2018

Gerardo from Tecna
Company Size: 501-1,000 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
June 2018
Very easy to use
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
September 2018
Nikolay from ScienceSoft
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
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.
July 2018
Martin from Laboratorios Andrómaco
Company Size: 501-1,000 employees
Industry: Pharmaceuticals
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
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.
June 2018
Rene from Weeneebayko Area Health Authority
Company Size: 201-500 employees
Industry: Hospital & Health Care
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2018
Quick to get started with excellent support. Easy to use with added functionality.
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.
June 2018
Tim from CEFCU
Company Size: 501-1,000 employees
Industry: Banking
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2018
Very easy to use, nice looking interface.
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.
June 2019
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
June 2019
Great option for collaborative, ITIL-focused ITSM
Excellent
Pros
Love how easily it let me implement ITIL process and get my team to work together.
Cons
More thought needs to be put into external-customer systems
June 2017
David from Airtex Products, S.A.
Company Size: 51-200 employees
Industry: Electrical/Electronic Manufacturing
Time Used: Less than 2 years
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2017
Best Service Desk solution around
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.
February 2019
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
February 2019
Usefull application
Pros
The best thing is that it is easy to install and very friendly for the final users. The after-sales service is also very good. It is worth investing in an application of these characteristics
Cons
It would be very useful if it could identify and avoid duplicating similar claims.
July 2018
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
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
Adrian Fernando from Alvear Palace Hotel
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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 2017
Kevin from Amtech
Company Size: 201-500 employees
Industry: Transportation/Trucking/Railroad
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
July 2017
Has all the features needed for a ITIL system
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.
October 2019

Adrián Fernando from Alvear Palace Hotel
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2019
Simple but not least robust
Pros
What I like most about this software is its simplicity. However, it's robust at the same time.
Cons
It's still difficult to find some older request made by different users and collaborators.
February 2019

Lucas from Compañia Financiera Argentina
Company Size: 1,001-5,000 employees
Industry: Financial Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
4.0
Functionality
4.0
February 2019
Innovative functionality with social network format, totally intuitive.
We implemented Service Desk on 02/01/2019, after 6 months of definitions, and tests. We are currently managing with nominal and concurrent licenses. The process included the evaluation of 5 suppliers. The satisfaction survey of our users is very good.
Pros
The support of the Invgate team and its partners during the project was excellent. The hardware requirements are minimal, the performance in the testing has been fantastic, as has the migration process. The support is constantly taking suggestions for improvements and working on them.
Cons
The reports could be improved, and some behaviors between tickets and workflows could be differentiated (in some cases you can not differentiate behaviors between both as the detail of the mail that is sent to the users).
July 2018
Isaac from Acacia Network
Company Size: 1,001-5,000 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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.
January 2016
Jose from NUUP
Industry: Computer Software
Time Used: More than 2 years
Ease-of-use
5.0
Customer support
4.5
Functionality
4.5
January 2016
Disruptive and Amazing Software !!
Pros
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 !!
Cons
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.
June 2017
Heather from McComb Children's Clinic
Company Size: 2-10 employees
Industry: Accounting
Time Used: Less than 12 months
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2017
Very easily used
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.
July 2018
Juan Eduardo from Alvear Palace Hotel
Company Size: 501-1,000 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
4.0
Functionality
5.0
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
February 2019
Juan from Alvear Hotels
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
February 2019
High recommended solution based on cloud
Pros
Cloud based Look and feel Simple use Knowledgebase
Cons
Sometimes complex to make automatic workflows Avoid repeating the same claims
January 2016
Fernanda
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
January 2016
Amazing tool!
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing. We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.
Pros
You can manage everything there: - ITIL processes - Services and incident management - IT department management - Gamification: with this feature we were able to align the team with the goals and dramatically increase the motivation
Cons
Hard to find one. So far we are very happy with the product and support services.
July 2018
JUAN FRANCISCO from ALVEAR PALACE HOTEL
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
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
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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.
September 2018
Spencer from MongoDB Inc.
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
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.
August 2018
Shelley from Columbus State Community College
Company Size: 501-1,000 employees
Industry: Education Management
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
3.0
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
December 2017
Christopher from wwts
Company Size: 1,001-5,000 employees
Industry: Mechanical or Industrial Engineering
Time Used: Free Trial
Review Source
Ease-of-use
4.0
Value for money
5.0
Customer support
3.0
Functionality
4.0
December 2017
Great software
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
January 2017
Collin from Perfectly Posh
Company Size: 51-200 employees
Industry: Retail
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
5.0
Functionality
2.0
January 2017
Great Ticketing Solution
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
October 2017
Anonymous
Company Size: 1,001-5,000 employees
Time Used: Less than 12 months
Review Source: GetApp
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2017
The best and easy way to manage all your IT support requirements
Pros
Their ease of use, their customer support. The feature set is the best, they have all the functionalities needed and more.
January 2016
Oscar from ONE SA
Industry: Computer Software
Time Used: Less than 2 years
Ease-of-use
4.5
Customer support
3.5
Functionality
3.5
January 2016
Powerful tool to work in a real collaborative way
Pros
The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process
Cons
It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.
April 2018

Brad from Connect VIP
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
Easy to implement and use this solution, great support team.
Pros
I was responsible for scoping. purchasing and implementing this solution. Was a great experience all the way through from Sales to implementation to support. I would highly recommend InvGate.
Cons
This company is still fairly new in the marketplace but team is highly accommodating to new feature requests.
April 2018
suzanne from astpos
Company Size: 2-10 employees
Industry: Management Consulting
Time Used: Less than 6 months
Review Source
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
April 2018
Great Software for Technology Industry
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.
February 2016
Matias from Caja de Seguros SA
Industry: Insurance
Time Used: More than 2 years
Ease-of-use
5.0
Customer support
4.0
Functionality
5.0
February 2016
Essential at our company
Pros
its versatility, reports, amount of information provided.
Cons
There's no phone help desk, only an online support board.
April 2018
John from Town of Kennebunk
Company Size: 51-200 employees
Industry: Government Administration
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
Amazed that this good a service desk product exists for this price
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.)
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