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.

InvGate Service Desk Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
One Time License
Subscription
Value for money

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

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English, Portuguese, Spanish

Media

Using Breaking News, technical support agents can create notifications for users that will be displayed before they file support requests.
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 is specifically designed to integrate customer feedback within the resolution process and to provide the most candid and real insights into customer satisfaction levels.
Use the Workflow Editor to map out your process, including the tasks, decision points, loops, and inputs and outputs.
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.
The work in progress dashboard gives an at-a-glance view on the statuses of all requests
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 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.
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.
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 video InvGate Service Desk video InvGate 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: Use the Workflow Editor to map out your process, including the tasks, decision points, loops, and inputs and outputs. 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 screenshot: The work in progress dashboard gives an at-a-glance view on the statuses of all requests 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 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 Reviews

InvGate Service Desk Reviews

Overall rating
4.6
/
5
Excellent
49

Very good
18

Average
4

Poor
0

Terrible
0

Value for Money
4.5
Features
4.4
Ease of Use
4.7
Customer Support
4.7
94% recommended this app
Andrés camilo G.

This the best Helpdesk cloud based software

We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk.

After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.


Windy H.

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.


Greg D.

InvGate Service Desk Review

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.


Verified Reviewer

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.


Cristian M.

Service Desk Invgate


Andrés camilo G.
Industry: Information Technology & Services
Company size: 1,001-5,000 Employees

This the best Helpdesk cloud based software

Used Daily for 1+ year
Reviewed on 2/14/2019
Review Source: Capterra

We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk.

After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.

Pros

Currently we are working to relaunch our help desk, because after the good reception of the clients we saw the need to adjust several additional options of the product.

Cons

No Mobile App available for the users Android and IOS

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Windy H.
Industry: Computer Software
Company size: 2-10 Employees

Stunningly beautiful yet powerful!

Used Daily for 6-12 months
Reviewed on 6/24/2020
Review Source: SoftwareAdvice

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Greg D.
Industry: Primary/Secondary Education
Company size: 501-1,000 Employees

InvGate Service Desk Review

Used Daily for 6-12 months
Reviewed on 6/16/2017
Review Source: SoftwareAdvice

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
Customer Support

Likelihood to recommend: 7.0/10

Verified Reviewer
Industry: Warehousing
Company size: 51-200 Employees

Service Desk has made our support manageable

Used Daily for 1+ year
Reviewed on 10/23/2019
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
Customer Support

Likelihood to recommend: 8.0/10

Cristian M.
Industry: Hospital & Health Care
Company size: 10,000+ Employees

Service Desk Invgate

Used Daily for 6-12 months
Reviewed on 11/13/2019
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
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9.1/10
Based on 71 user ratings
Compare user recommendation rating with alternatives
Compare with alternatives

InvGate Service Desk Pricing

InvGate Service Desk Pricing

Starting from
N/A
Free Trial
One Time License
Subscription
Value for money

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.

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.

Value for Money
4.5/5
Based on 71 user ratings
Compare value for money rating with alternatives
Compare with alternatives

InvGate Service Desk Features

InvGate Service Desk Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4.4/5
Based on 71 user ratings
Compare features rating with alternatives
Compare with alternatives

Categories

Additional information for InvGate Service Desk

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

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.

  • InvGate Service Desk FAQs

    InvGate Service Desk FAQs

    Below are some frequently asked questions for InvGate Service Desk.

    Q. What type of pricing plans does InvGate Service Desk offer?

    InvGate Service Desk offers the following pricing plans:

    Pricing model: One Time License, Subscription

    Free Trial: Available

    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.

    Q. What are the main features of InvGate Service Desk?

    InvGate Service Desk offers the following features:

    • 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

    Q. Who are the typical users of InvGate Service Desk?

    InvGate Service Desk has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

    Q. What languages does InvGate Service Desk support?

    InvGate Service Desk supports the following languages:

    English, Portuguese, Spanish

    Q. What type of pricing plans does InvGate Service Desk offer?

    InvGate Service Desk has the following pricing plans:

    One Time License, Subscription

    Q. Does InvGate Service Desk support mobile devices?

    We do not have any information about what devices InvGate Service Desk supports

    Q. What other apps does InvGate Service Desk integrate with?

    InvGate Service Desk integrates with the following applications:

    FileWave, Gmail, InvGate Assets, InvGate Assets, Microsoft Outlook, Zapier

    Q. What level of support does InvGate Service Desk offer?

    InvGate Service Desk offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials