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

64 Reviews of InvGate Service Desk

 

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Software Advice Reviews (16)
More Reviews (48)

Showing 1-16 of 16

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Invgate Review. Great product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

I love this project!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

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 48

Nikolay from ScienceSoft
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Convenient service, which allows solving many tasks at the enterprise

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

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.

Review Source: Capterra
 

Dmitry from InfoShell
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

A cool marketing tool

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

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.

Review Source: Capterra
 


August 2018

August 2018

Great mobile interface

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

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

Review Source: Capterra
 

Igor from DB2 Limited
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

I use the Service Desk as a smart bid control

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

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.

Review Source: Capterra
 


August 2018

August 2018

Easy to Create Ticket, rocky metrics creation

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 

Shelley from Columbus State Community College
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

I'm not very impressed with this software

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

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

Review Source: Capterra
 

Adrian Fernando from Alvear Palace Hotel
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

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

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

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.

Review Source: Capterra
 

Juan Eduardo from Alvear Palace Hotel
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

I've never before used a helpdesk software so easy

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

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

Review Source: Capterra
 


July 2018

July 2018

Very useful to optimize working hours.

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

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.

Review Source: Capterra
 

Martin from Laboratorios Andrómaco
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Great 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

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.

Review Source: Capterra
 

JUAN FRANCISCO from ALVEAR PALACE HOTEL
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

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

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

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

Review Source: Capterra
 

Lucas from Alvear Palace Hotel
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

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

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

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.

Review Source: Capterra
 

Pablo from Alvear Art Hotel

July 2018

July 2018

A User Friendly Complete 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
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

Review Source: Capterra
 


July 2018

July 2018

satisface to use a easy software

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

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

Review Source: Capterra
 


July 2018

July 2018

It's very user-friendly

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

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.

Review Source: Capterra
 

Ariel from Tecna
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

We use this product from its first versions

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

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.

Review Source: Capterra
 

Isaac from Acacia Network
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

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

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

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.

Review Source: Capterra
 

Craig from Whitfield County Schools
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Great value for the money

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

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.

Review Source: Capterra
 

Gerardo from Tecna
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Very easy to use

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

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

Review Source: Capterra
 

Maria Victoria from Arcos Dorados

June 2018

June 2018

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

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.

Review Source: Capterra
 
 
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