Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.
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.
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.
Likelihood to recommend: 10/10
It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure
it would be missing that the entry of the initial information of the users in the requirements is improved
Likelihood to recommend: 9/10
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.
-Very good end-user experience -Never miss a request -Integration with JIRA -Application integration (widgets)
-Setup is tedious -Getting the correct permissions for all agents/users is a frustrating experience -Somewhat confined to canned reports with little customization
Likelihood to recommend: 8/10
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.
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
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.
Likelihood to recommend: 7/10
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.
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.
My tech support users do not have as much access as I would like them to have.
Likelihood to recommend: 8/10
Receive a customized price quote based on the licensing model (On-Premise or SaaS), the number of Service Desk agents, and the number of assets to be managed.
Integrated work environments have increased the workload for IT service managers, however the technology that these professionals use for fulfilling customer service requests hasn’t kept pace. InvGate Service Desk is an innovative solution, providing modern organizations with smarter ways to streamline IT service management.
InvGate Service Desk adds a gamification layer to IT service management, providing users with rewards for solving problems and reaching goals. The platform also includes tools for hardware and software tracking, developing knowledge base and self-serve portals, handling inventory risk detection, and running advanced data analysis. InvGate Service Desk is offered as a SaaS service or an on-premise solution.
InvGate Service Desk is a smarter solution for service desk management. The cloud-based solution manages, analyzes, and automates IT service support for businesses. It also provides a way for IT professionals to collaborate on issues and use automation to increase team productivity.
Advanced ticket management allows for team-based ticket structuring, which means InvGate can fit into many different types of workflows. Custom workflows can be automated and mapped, with defined authorizations that InvGate is able to execute and monitor automatically. The software comes with a powerful analytics component, which means business users are able to analyze service performance and generate reports based on the data they uncover.
Perhaps the most important element within service desk software is the ticketing system itself. InvGate’s ticketing system is what agents use to handle support requests. InvGate’s ticketing system, in particular, is unique in its simplicity. Agents can handle multiple requests or incidents at one time, and they can track tickets throughout the pipeline, regardless of the priority level or request type. End-users are able to log tickets through the self-service portal.
In an effort to expedite this process and better handle incoming tickets, InvGate has developed an ad hoc approval request method. You can create ad hoc approval requests from within a ticket by selecting the “approver” and selecting the decision you require. From that point on, InvGate will take over and handle the remainder of the issue.
InvGate’s workflows completely integrate IT departments with the organizations they support. Basic and advanced business processes can easily be managed, with automated workflow capabilities that operate throughout all departments. Using workflows, service managers are able to map out frequent processes and define inputs and outputs.
Use InvGate’s Workflow Editor to map out the processes you plan to implement at your organization. In the Workflow Editor, you can include things like tasks, decision points, loops, and inputs/outputs.
Time tracking is an incredibly important part of the modern service desk. With InvGate’s Time Tracking module, service managers are provided with tools for handling budget controls and forecasting. The application’s time recording system is incorporated with its service tickets, which allows users to record the exact amount time they spend finding resolutions to individual issues.
InvGate’s Time Tracking includes “wait-time analysis,” which is what you’ll use to monitor the amount of time a ticket has been allocated to each agent, user, or organization. Because InvGate has built-in reporting functionalities, the software automatically analyzes the information it records through the Time Tracking module and funnels it into valuable reports for managers to review.
InvGate supports integrated customer feedback, which enables end-users to provide candid insights and opinions based on how they feel their requests have been handled by service agents. InvGate’s customer feedback feature includes a collaboration element, letting end-users decide when their issues should be closed and when they should remain open for further review.
Customer feedback is fully integrated into InvGate’s service desk. End-users are invited to leave ratings and comments when their solutions have been marked as “approved.” Managers can review this feedback in real-time through their InvGate dashboards, along with reports and analytics.
InvGate Service Desk integrates with a number of third-party applications, including Gmail, Microsoft Outlook, and InvGate Assets.
InvGate Service Desk supports SaaS subscriptions and one-time licensing fees. Organizations are encouraged to contact the company directly to receive customized price quotes based on the licensing model they choose, along with the number of service desk agents, and the number of assets needed to be managed.