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What Is InvGate Service Desk?

InvGate Service Desk is a modern help desk built for IT support centers of all sizes, with a particular eye on business process and standards compliance.

Who Uses InvGate Service Desk?

Medium to large organizations. Private enterprises in all industries, Government Organisations, NGOs, and Educational Institutions all rely on InvGate Service Desk to meet ITSM needs.

Where can InvGate Service Desk be deployed?

Cloud-based
On-premise

About the vendor

  • InvGate
  • Located in San Francisco, US
  • Founded in 2004

InvGate Service Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Bolivia, Brazil, Canada and 21 others

Languages

English, Portuguese, Spanish

InvGate Service Desk pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • No free version

InvGate Service Desk does not have a free version but does offer a free trial.

Pricing plans get a free trial

About the vendor

  • InvGate
  • Located in San Francisco, US
  • Founded in 2004

InvGate Service Desk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Argentina, Australia, Bolivia, Brazil, Canada and 21 others

Languages

English, Portuguese, Spanish

InvGate Service Desk videos and images

InvGate Service Desk Software - Service Desk Ticket Management
InvGate Service Desk Software - Service Desk Problem Management
InvGate Service Desk Software - Service Desk Workflow Builder
InvGate Service Desk Software - Service Desk Dashboards
InvGate Service Desk Software - Service Desk Reporting
View 6 more
InvGate Service Desk video
InvGate Service Desk Software - Service Desk Ticket Management
InvGate Service Desk Software - Service Desk Problem Management
InvGate Service Desk Software - Service Desk Workflow Builder
InvGate Service Desk Software - Service Desk Dashboards
InvGate Service Desk Software - Service Desk Reporting

Features of InvGate Service Desk

  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Tracking Software
  • CMDB Software
  • Call Center Management
  • Change Management Software
  • Collaboration Tools
  • Configuration Management
  • Contract/License Management
  • Customer Support Software
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Feedback Management
  • IT Asset Management Software
  • IT Asset Tracking
  • IT Reporting
  • Incident Management Software
  • Interaction Tracking
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Real-Time Notifications
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management Software
  • Third-Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives to InvGate Service Desk

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Integrate assets in a single repository to analyze, control and manage resources throughout the lifecycle, reducing costs.
IT infrastructure management software that helps organizations define and automate infrastructure configuration.
Modular, shared service solution that covers employee benefits, payroll, leave and time & attendance, HRIS, employee self-service, etc.
Aranda Software is an IT service management software system that helps companies optimize IT processes and infrastructure.
Radically redesigned to set a new standard for IT service management on-premises or in the cloud.
Easily maintain and configure IT processes across your organization with Cherwells comprehensive ITSM solution.

Reviews of InvGate Service Desk

Average score

Overall
4.6
Ease of Use
4.7
Customer Service
4.7
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
68%
4
26%
3
5%
Andrés Camilo
Andrés Camilo
IT Manager Authorized Distributor at ESET Colombia in Colombia
Verified LinkedIn User
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

This the best Helpdesk cloud based software

5.0 5 years ago

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

Windy
Senior Technical Program Manager in Indonesia
Computer Software, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

Stunningly beautiful yet powerful!

4.0 4 years ago

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.

Greg
Assistant Director of Database Services
Primary/Secondary Education, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

InvGate Service Desk Review

3.0 7 years ago

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.

Verified Reviewer
Verified LinkedIn User
Warehousing, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Service Desk has made our support manageable

5.0 5 years ago

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

Carlos José
Carlos José
IT Analist in Chile
Verified LinkedIn User
Import & Export, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Help Desk

4.0 2 years ago

Comments: In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.

Pros:

Easy use for the user. Status of the tickets and who owns them works well. Approvals and confirmations work very well. The Report sistem of the tickets is very strong. The solution's time system provide many information The way to comunicate with user and managers makes a good comunication systema and the record helps to avoid misunderstandings.

Cons:

There are some status that we dont understand The configuration of the help desk and all the managment of tickets can be better Export information of tickets is very dificult The time reports arent the best, we have all in minutes, not hours. So the SLA reports can be better The dashboards are slow to configure, for example backlog tickets can´t be use with filters.

InvGate Response

2 years ago

Thanks for your taking the time to leave us a review! We are glad you are finding Service Desk helpful and overall are enjoying your experience working with InvGate. Our Customer Success team will reach out to help you with the issues you bring up.