InvGate Service Desk Software

4.61 / 5 (71)

About InvGate Service Desk


InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and can be purchased outright as an on-premise option, or SaaS, with an annual reoccurring fee. It is customizable depending on the needs of the company.

InvGate lets users create trouble tickets, run advanced reports and view analytics and automate workflows. Its drag-and-drop and drill-down functionality allow data to be accessible to all members of the team. The solution offers features such as ticket management, knowledge base, problem management, change management, reporting and analytics. The built-in analytics tool uses 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.



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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

71 Reviews of InvGate Service Desk

Average User Ratings

Overall

4.61 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(48)

4 stars

(18)

3 stars

(5)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 71 reviews

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June 2018

Brian from CareHere, LLC.

Company Size: 1,001-5,000 employees

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.

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

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

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

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

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

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

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.

February 2019

Andrés Camilo from ESET

Company Size: 1,001-5,000 employees

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

February 2019

Matias from Caja de Seguros SA

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

Easy implementation with powerfull reports and an always ready support team!

Help our company in the enrollment, monitoring and administration of all assets. Not only of those who are connected to the network, but of all those who are part of our technological infrastructure. The support team is one of the most professional with whom I have had to interact

Pros

The alarms and reports are one of its strengths

Cons


An app to capture data from mobile devices and then be able to incorporate them into the tool is missing

July 2018

Anonymous

Verified Reviewer

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

March 2019

Hernan from Banco de Servicios y Transacciones

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0