InvGate Service Desk Pricing, Features, Reviews & Comparison of Alternatives

InvGate Service Desk

IT service desk software

4.63/5 (70 reviews)

InvGate Service Desk overview

What is InvGate Service Desk?

InvGate provides a truly multi-departmental service fulfillment solution with federated asset management solution for seamless integration between the service request and the asset requiring service. InvGate delivers the most intuitive and easy to understand user interface that is easy to configure, a joy to use, and extremely efficient at fulfilling customer service requests.

InvGate capabilities include IT service desk with gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self service portals, inventory risk detection, and more. Delivered as a SaaS service or an On-Premise solution, InvGate is easily deployed within minutes to your unique infrastructure requirements.

InvGate advanced data analysis tools provide management reports and insights around the critical key performance indicators desired to improve business process, reduce waste and increase efficiency.

Code-free configuration allows for drastically reduced implementation times and little ongoing service costs to generate benefits immediately and maximize your return on investment.

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Portuguese, Spanish
InvGate Service Desk screenshot: InvGate’s service desk capabilities include everything that you would expect from a fit-for-purpose IT help desk or service desk tool plus so much more, including a seamless integration with InvGate Assets for better IT asset management.InvGate Service Desk | Next Generation IT Service ManagementInvGate Service Desk screenshot: InvGate is the starting point for your work. Have a glimpse of everything that needs your attention, with real-time indicators, shortcuts, quick actions, and a comprehensive overview of help desk activity.InvGate Service Desk screenshot: For many companies, aligning the corporate service desk with company branding is a must do. With InvGate Service Desk, you can customize your login screen, welcome message, logo, and company name to match your corporate design style and culture.InvGate Service Desk screenshot: An intuitive ticketing system, for managing end user issues and requests, that helps to improve IT support’s operational efficiency, to reduce costs, and to improve the end user experience.InvGate Service Desk screenshot: Use the Workflow Editor to map out your process, including the tasks, decision points, loops, and inputs and outputs.InvGate Service Desk screenshot: The work in progress dashboard gives an at-a-glance view on the statuses of all requestsInvGate Service Desk screenshot: Using Breaking News, technical support agents can create notifications for users that will be displayed before they file support requests.InvGate Service Desk screenshot: Create an ad hoc approval request directly from within the ticket by selecting the approver and stating the decision you require, Service Desk will then do the rest for you.InvGate Service Desk screenshot: InvGate Service Desk is specifically designed to integrate customer feedback within the resolution process and to provide the most candid and real insights into customer satisfaction levels.InvGate Service Desk screenshot: Time Tracking includes Wait-Time Analysis which monitors the amount of time a ticket has been allocated to each participant, be it the agent, end-user, an approver or an external organization.InvGate Service Desk: Business Analytics

InvGate Service Desk reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.7
  4.7
Jeffrey Uchtman

The most flexible help desk software ever written. If you can think it, it will do it.

Used daily for 2+ years
Reviewed 2018-04-10
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Cristian Morelli

Service Desk Invgate

Used daily for 6-12 months
Reviewed 2019-11-13
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Service Desk has made our support manageable

Used daily for 1-2 years
Reviewed 2019-10-23
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Greg Dover

InvGate Service Desk Review

Used daily for 6-12 months
Reviewed 2017-06-16
Review Source: Software Advice

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Lori Lewis

Service Desk organizes our day.

Used daily for 2+ years
Reviewed 2019-09-18
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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InvGate Service Desk pricing

Pricing options
Free trial
One time license
Subscription
View Pricing Plans

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.

InvGate Service Desk features

API
Activity Dashboard
Activity Tracking
Application Integration
Automatic Notifications
Collaboration Tools
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management

Access Control (114 other apps)
Alerts / Escalation (86 other apps)
Auditing (94 other apps)
Compliance Management (81 other apps)
Data Import/Export (117 other apps)
Data Visualization (83 other apps)
Real Time Monitoring (103 other apps)

GetApp Analysis

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.


What is InvGate Service Desk?

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.


Who is InvGate Service Desk For?

  • Experience level: All levels
  • Industry: Banking, Finance, Insurance, Retail, Technology, Manufacturing, Mining, Transportation, Hospitality, Infrastructure, Construction, Education, and Public Health
  • Business size: Small Business, Mid-Size Business, Large Enterprise, Non Profit, and Public Administration
  • Departments/roles: IT Departments, Service Management
  • Budget/point: All Budgets
  • Example customers: Nike, Toyota, MetLife, GE

Main Features

Service Ticketing

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.

Workflows

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

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.

Customer Feedback

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.


Integrations

InvGate Service Desk integrates with a number of third-party applications, including Gmail, Microsoft Outlook, and InvGate Assets.


Pricing

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.


Bottom Line

  • Integrated service desk and asset management solution
  • Helps agents work more efficiently
  • Advanced data analysis generates reports around key performance indicators
  • Interface is easy to configure and use
  • SaaS subscription or licensing fee pricing models

Videos and tutorials

Additional information for InvGate Service Desk

Key features of InvGate Service Desk

  • Approval management
  • Customer feedback
  • Email integration
  • Email-to-ticket automation
  • Gamification
  • Graphical workflow
  • Groups and custom fields
  • IT help desk
  • IT service desk
  • ITIL ready
  • Incident & problem management
  • Integrated IT asset management
  • Interactive dashboards
  • Multi-department
  • Multi-department support
  • Multi-language
  • Robust analytics reporting
  • SLA management
View All Features

Benefits

Deploying an integrated service desk and asset management solution allows agents to work more efficiently with ticket and asset data on the same screen.

Incident, problem, change, SLA, knowledge, and asset management lets organizations be ITIL ready right out of the box.

Go Live on ITSM and ITAM within only a few hours without any professional service support and within a code-free configuration environment.

InvGate natural language technology employs advanced heuristics to analyze their text to proactively suggest helpful articles from the knowledge base in real-time.

Use InvGate Service Desk’s self-service capabilities to provide a modern, consumer-like access and communication channel to end users and customers.