InvGate Service Desk Features List

InvGate Service Desk Reviews

InvGate Service Desk

Modern Intuitive IT Service Desk Software

4.67/5 (38 reviews)
1,374

InvGate Service Desk Feature Summary

  • IT Help Desk
  • IT Service Desk
  • ITIL Ready
  • Integrated IT Asset Management
  • Email-to-Ticket Automation
  • Incident & Problem Management
  • SLA Management
  • Approval Management
  • Graphical Workflow
  • Multi-Department Support
  • Interactive Dashboards
  • Robust Analytics Reporting
  • Intuitive, Modern Design

InvGate Service Desk Features In Depth

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.

IT Management Feature Comparison

Most popular features of all IT Management apps

API (247 other apps)
Access Control (62 other apps)
Activity Dashboard (96 other apps)
Activity Tracking (58 other apps)
Application Integration (65 other apps)
Auditing (69 other apps)
Automatic Notifications (87 other apps)
Collaboration Tools (48 other apps)
Data Import/Export (68 other apps)
Drag & Drop Interface (77 other apps)
Monitoring (172 other apps)
Projections (59 other apps)
Real Time Data (64 other apps)
Real Time Monitoring (70 other apps)
Real Time Reporting (53 other apps)
Reporting & Statistics (49 other apps)
SSL Security (63 other apps)
Third Party Integration (95 other apps)
User Activity Monitoring (48 other apps)
Workflow Management (64 other apps)

Competitor Feature Comparison

InvGate Service Desk Feature Reviews

25 reviewers had the following to say about InvGate Service Desk's features:

Robert Applebee's

Invgate brings ITSM and ITAM together cohesively

2017-03-12

Invgate is a solution that pushes the boundaries of technology with HTML developed application platform, intuitive out of the box real-time dashboard reporting.

Pros

Out of the box real-time reporting and analytics.

Cons

None

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Rene Melchers

Excellent interface and easy to configure and understand.

2017-08-16

Good customer service and support to date and easy to work with.

Pros

Multi-Departmental support and workflow design interface.

Cons

Still a relative new user and have not yet used all of its features nor come across any major concerns.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Fernanda Anchorena

Verified Reviewer

Robust tool

2016-01-18

The licensing feature allows you to efficiently manage all your license and reduce costs.

Pros

With Invgate Assets you manage everything: - Licensing Management - ITIL - Finance reporting - Fraud control

Cons

We are very happy with the tool. IT makes your life simpler.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Collin Farmer

Great Ticketing Solution

2017-01-25

They're constantly providing feature updates, but need to pay more attention to expanding on reporting, the current metrics and dashboards aren't very intuitive.

Pros

Good Customer Portal Customer Satisfaction Ratings Gamification

Cons

Knowledge Base layout is great Workflows are subpar, even just a basic onboarding workflow is hard to build out

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering InvGate Service Desk

Definitely get InvGate Assets, the two together can be a powerful tool

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Wholesale company, 51-200 employees)

Quick Deployment and functional

2018-04-24

Asset tracking and monitoring. Software detection.

Pros

The asset deployment is easy to use and does it through group policy or direct involvement.

Cons

However that is on us cause we haven't talked to their amazing customer support yet on how to get this working. Monitoring doesn't tell you when a server is offline, and this might be an issue for some.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Diego Albrand

In the company and in my area were very pleased with the product and I

2016-01-15

Pros

What is the most used part of reports of incident resolution time.

Cons

we had to generate some inquiries out of the product such as searches for text in message bodies.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

8/10

Recommendations to others considering InvGate Service Desk

excellent fast and agile with good after-sales technical support

Source: Software Advice
Helpful?   Yes   No
Read more
Guillermo Mazzoni

Easy to set up. Navigating is easy with large buttons and text.

2017-06-07

Pros

has a solid feature set when it comes to IT asset management, adequately covering both hardware and software.

Cons

Charts could be improved as well as user interface.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Source: Capterra
Helpful?   Yes   No
Read more
Chris Hoth

InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife

2018-04-17

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

Several other service desk software's do and it makes the login by end users seamless.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Natanael Pojila

Friendly and Stable

2016-01-18

Pros

Simply and accurate Interface. The vendor is aware about the cutomer needs.

Cons

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

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering InvGate Service Desk

i dont have any recomendations to the evaluation software. only keep on the road

Source: Software Advice
Helpful?   Yes   No
Read more
Irving Osuna

The best IT inventory program

2015-08-28

A very robust tool, the reports are great and it¿s very easy to use.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Patricio Salas

Simple and very easy to use.

2015-08-05

It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sourabh Belekar

Easy to use service request tool.

2018-04-22

This tool made raising service requests and tracking them easy.

Pros

Popular request section helps you to find and raise request for frequently used services. All service requests are categorized nicely and are convenient to find by browsing through categories.

Cons

Search often returns irrelevant results. Overall UI of the can be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeffrey Uchtman

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

2018-04-10

Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.

Pros

The triggers and workflows are endless.

Cons

Active Directory integration is lacking features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jorge Arena

Verified Reviewer

Very friendly application!!

2016-01-19

Invgate is a n excellent aplication to drive the tickets of IT requirements. The interface is very friendly and is very easy to use for final users and administrators

Pros

Invgate are based on social networks, is very friendly

Cons

i have not coments against

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
Helpful?   Yes   No
Read more
Kevin Smith

Has all the features needed for a ITIL system

2017-07-18

Help Desk, Software Management, Asset Management, Remote Support, Change Mgmt.

Pros

Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software

Cons

I think the main con is the learning curve of the users and staff of switching to a new system but this would be a con with any software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Matias Heluani

Essential at our company

2016-02-10

Pros

its versatility, reports, amount of information provided.

Cons

There's no phone help desk, only an online support board.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering InvGate Service Desk

It's not only an assets software, you can use it with alarms, life cycles and more

Source: Software Advice
Helpful?   Yes   No
Read more
Sergio Oroña

Excellent !!

2016-01-11

Pros

InvGate represents the harmony between a great software product and excellent graphic interface for the end user

Cons

We have no things we do not like this software. We think is a good product with low cost.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Likelihood to recommend

10/10

Recommendations to others considering InvGate Service Desk

The interface is awesome !! We believe that in these terms is the best software on the market

Source: Software Advice
Helpful?   Yes   No
Read more
suzanne chen

Great Software for Technology Industry

2018-04-04

Pros

The software is designed for tech team to collaborate information so various groups can understand progress and team members contribution before final resolution.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Jorge Arena

Friendly and easy

2016-01-18

Pros

Is has a user friendly interface. A vendor is very aware to de customer needs

Cons

not things that dislike me. the product is very complete and reliable

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering InvGate Service Desk

I recommend you have friendly interfaces. And that its use for users and administrators is easier

Source: Software Advice
Helpful?   Yes   No
Read more
Pablo Somodi

Great software, easy to start, easy to use, excellent support

2017-08-31

Pros

It is very easy to start using it, with a few clicks you will have all set up Their Custom Reports module is the best I've ever seen.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Gerardo Alexander Fasquelle Espaillat

Great software for small companies

2018-05-08

Pros

Works well for small companies to maintain internal communication. The ticket creation works much better than all those internal emails. This software is well worth the price.

Cons

No issues so far as I am still a relative new user. I have not come across any major concerns.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jose Guido Lavalle

Disruptive and Amazing Software !!

2016-01-20

Pros

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 !!

Cons

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering InvGate Service Desk

You have to analyze Invgate before taking any decition !! You are going to like this tool.

Source: Software Advice
Helpful?   Yes   No
Read more
Greg Dover

InvGate Service Desk Review

2017-06-16

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Gabriel Angio

Very good solution

2016-01-18

It's a really good solution to manage the infrastructure giving a lot of rich data to explote the potential of the company.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Natanael Emanuel Pojila

Verified Reviewer

accurate, great interface and userfriendly

2016-01-19

the desing of the application is very simple , accurate and user friendly.

Pros

the implementation es realy fast and simple.

Cons

i havent found cons or things i dislike.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more