InvGate Service Desk Reviews

This the best Helpdesk cloud based software

Comments: 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

Stunningly beautiful yet powerful!

Comments: 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.

Alternatives Considered: ServiceNow Customer Service Management

Reasons for Choosing InvGate Service Desk: Too complex, cluttered menu and hurt my eyes.

Switched From: ServiceNow Customer Service Management

Reasons for Switching to InvGate Service Desk: Too complex, cluttered menu and hurt my eyes.

InvGate Service Desk Review

Comments: 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.

Service Desk has made our support manageable

Comments: 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 Suite

Reasons for Switching to InvGate Service Desk: It integrated with our existing Atlassian Suite

Service Desk Invgate

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

Alternatives Considered: BMC Helix ITSM and System Center

Reasons for Choosing InvGate Service Desk: a specialized service desk tool was needed

Switched From: JIRA Service Management

Reasons for Switching to InvGate Service Desk: for the relation price and product quality

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

Comments: 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.

Quick to get started with excellent support. Easy to use with added functionality.

Comments: The tracking and management if service desk requests and updates to the users as to status. Dashboard reports to continually monitor performance. The support for electronic workflows is an bonus feature that has value.

Pros:

The user interface is intuitive for quick adoption. Electronic workflows with forms management allows us to incorporate many business approval processes into a user request.

Cons:

Have not had any issues or complaints that are of any major concern. Possibly more built in dashboard reports to work from that can be quickly adapted rather than start form scratch.

Excellent tool end to end

Comments: From negotiation to implementation and support, my experience has been excellent. The tool has exceeded the expectations.

Pros:

Service Desk is an excellent tool end to end. It is a tool of rapid implementation, with a short learning curve and very friendly for the administrator and end user.

Cons:

I honestly do not have any problem with the tool.

Great Helpdesk Software

Comments: Service Desk was always easy to configure, to use and grow. It made our help desk be more efficient, productive, and accountable

Pros:

Easy of use for every user at the company. From experimented to newbies, is the perfect choice to let the helpdesk grow smoothly.

Cons:

Invgate need to think about how to help customers on the kickoff stage.

is a very good product that optimizes the time in solving complaints and problems of users.

Comments: InvGate Service Desk, is a very good product that optimizes the time in solving complaints and problems of users. Organize and plan better the work to be done.

Pros:

The ease which the user can enter a problem, and the work order that allows.

Cons:

The reports that can be generated with the system are impractical and visually poor.

Service Desk organizes our day.

Comments: 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.

It's very user-friendly

Pros:

we're using Service Desk in a government environment. Our users are really happy regarding how easy is this portal to use. .

Cons:

Sometimes when a user sends an email to the helpdesk, it's not generating a ticket automatically. I was troubleshooting with customer service but we could solve it.

Has all the features needed for a ITIL system

Comments: Once fully implemented across our organization this software will take the place of 4 other software programs that we are using for the same process. Help Desk, Software Management, Asset Management, Remote Support, Change Mgmt. This will also give us the capability to have all IT related items in one spot without having to go outside of the system for items.

Pros:

This product gives us the capability to perform all the functions of a ITIL service desk in one place. 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:

At this time there is none. 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.

A ticketing system that motivates and engages your users

Pros:

The usability and flexibility of the product as well as the great customer support was decisive.

Cons:

Not available as an app on Microsoft 365 Not available as a mobile app

I've never before used a helpdesk software so easy

Pros:

Service Desk improved my workday assisting me with internal clients request by providing an efficient and easy administration. Users are very excited with Knowledgebase feature also.

Cons:

It will be great having a mobile App to notify technicians in the field. Everything else is perfect

A reliable and powerful tool for the organization, has facilitated communication with users

Pros:

The dashboard allows a simplified view of the operation of the day Knowledge base to help users AD integration is easy to configure

Cons:

It´s not easy configurate multiproperty or support groups, the granularity of the tool complicates a process that should be simple

Great software

Pros:

This software is well worth the price and also it is very easy to use. I was able to implement the software in just a few days. And my staff likes it very well as also

Cons:

customer Support could be better They have long Hold times And the staff could be a whole A lot more friendlier

Great Software for Technology Industry

Pros:

The software is designed for tech team to collaborate information so various groups can understand progress and team members contribution before final resolution. It works well for small company to maintain internal communication without all the emails and organized via project base ticket created.

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.

Easy to use service request tool.

Comments: 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:

requests are difficult to find via search functionality. Search often returns irrelevant results. Overall UI of the can be improved. Feels clunky and old.

Powerful tool to work in a real collaborative way

Pros:

The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process

Cons:

It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.

accurate, great interface and userfriendly

Comments: the desing of the application is very simple , accurate and user friendly.
the implementation es realy fast and simple.
the support is attentive and aware to the user needs

Pros:

the implementation es realy fast and simple.

Cons:

i havent found cons or things i dislike.

GOOD

Comments: this software is really good, it has every thing we need for the manage of IT support.

Pros:

good reports, nice traking, easy to use, very fast,

Cons:

it would be nice to have a chat

Simple and very easy to use.

Comments: This product is a very powerful tool for managing incidents and requirements, with easy and intuitive capabilities. It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.
It is aimed at mid range companies with excellent performance and price.
As a expert in ITSM area i recommend this product.

Excellent interface and easy to configure and understand.

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

Pros:

Multi-Departmental support and workflow design interface. Fairly intuitive and report generation flexible.

Cons:

Nothing at this time. Still a relative new user and have not yet used all of its features nor come across any major concerns.

Cool Product

Comments: The out of the box is simple. It's process flows are very much well defined. The configuration are an easy setup