What Is InvGate Service Desk?

InvGate Service is an ITIL certified ITSM solution, with modern ticketing interface, workflows, change, problem, request and IT Asset management (ITAM). Available as cloud-based SaaS or On-Premise implementation and 100% code-free configuration, InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution without the overhead of extensive implementations and high cost of ownership.

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
  • Automated Routing
  • CMDB Software
  • Call Center Management
  • Change Management Software
  • Collaboration Tools
  • Commenting/Notes
  • Configuration Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Drag & Drop
  • Email Management Software
  • Feedback Management
  • IT Asset Management Software
  • Incident Management Software
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting/Analytics
  • Routing
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

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HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
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Robotic process automation solution that helps businesses automate repetitive or rules-based tasks such as approvals for vacation.

Reviews of InvGate Service Desk

Average score

Overall
4.7
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
71%
4
23%
3
5%
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 2 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.

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 5 months 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

5 months 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.

Cristian
Cristian
IT Manager in Argentina
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Service Desk Invgate

4.0 3 years ago

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

Brian
Director of IT Support in US
Hospital & Health Care, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Our experience with the InvGate Service Desk has been excellent

5.0 4 years ago

Comments: I have been able to simplify many processes for our business and provide one place for our users to communicate with various departments within the business.

Pros:

There are many things that I enjoy but the ability to customize the product to handle whatever situation our business has is a major pro. I have been able to setup tickets and workflows for many different departments within the business that helps simplify processes for them. The gamification process adds a unique experience for our agents and allows for friendly competition. The InvGate service desk also provides a better visual experience for our agents and end users compared with our previous product. It allows the agents to better tell what is happening with a quick view of the dashboards and the tickets assigned to them so they know what they need to work on.

Cons:

I would like to see more built in templates for the badge system including icons that are built in as well. It would also be nice to have multiple views for coins earned for agents rather than the standard 60 days rolling period.

Verified Reviewer
Product Manager in US
Verified LinkedIn User
Warehousing, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Service Desk has made our support manageable

5.0 3 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