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About InvGate Service Management
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 Management pricing
InvGate Service Management does not have a free version but does offer a free trial.
Starting Price:
Free Version:
No
Free trial:
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InvGate Service Management Reviews
Feature rating
5 reviews of 112
View all reviews
Carlos José
- Industry: Import & Export
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 21/07/2022
Help Desk
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
Pros
Easy use for the user.
Status of the tickets and who owns them works well.
Approvals and confirmations work very well.
The Report sistem of the tickets is very strong.
The solution's time system provide many information
The way to comunicate with user and managers makes a good comunication systema and the record helps to avoid misunderstandings.
Cons
There are some status that we dont understand
The configuration of the help desk and all the managment of tickets can be better
Export information of tickets is very dificult
The time reports arent the best, we have all in minutes, not hours.
So the SLA reports can be better
The dashboards are slow to configure, for example backlog tickets can´t be use with filters.
Response from InvGate
Thanks for your taking the time to leave us a review! We are glad you are finding Service Desk helpful and overall are enjoying your experience working with InvGate. Our Customer Success team will reach out to help you with the issues you bring up.
Replied 22/07/2022
Jessica
- Industry: Graphic Design
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 17/11/2024
Irresistable Service Management Platform
InvGate Service Management is the valuable service solution
Pros
InvGate Service Management delivers an effortless and credible services to clients and companies.
Cons
InvGate Service Management lacks proper AI integration
Adrian
- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
3
Reviewed on 16/09/2024
InvGate Service Desk helps me manage all my IT support requests in one place, making my job...
Pros
The software is user-friendly and has powerful ticketing and reporting features. It has definitely streamlined our IT support process.
Cons
The interface could be a bit more customizable, and I wish there were more integrations with third-party tools.
Verified Reviewer
- Industry: Warehousing
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 23/10/2019
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
Alternatives Considered
Zendesk SuiteReasons for Switching to InvGate Service Management
It integrated with our existing Atlassian Suite
Windy
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
-
Review Source
4
Reviewed on 24/06/2020
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.
