TrustRadius

InvGate Service Desk vs. Salesforce Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
InvGate Service Desk
Score 8.3 out of 10
N/A
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.N/A
Salesforce Desk
Score 7.4 out of 10
N/A
N/AN/A
Pricing
InvGate Service DeskSalesforce Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
InvGate Service DeskSalesforce Desk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details——
More Pricing Information
Community Pulse
InvGate Service DeskSalesforce Desk
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
InvGate Service DeskSalesforce Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
InvGate Service Desk
9.3
2 Ratings
12% above category average
Salesforce Desk
7.8
1 Ratings
1% below category average
Organize and prioritize service tickets10.02 Ratings8.01 Ratings
Expert directory9.02 Ratings8.01 Ratings
Service restoration9.02 Ratings00 Ratings
Self-service tools10.02 Ratings00 Ratings
Subscription-based notifications9.02 Ratings8.01 Ratings
ITSM collaboration and documentation9.02 Ratings00 Ratings
ITSM reports and dashboards9.02 Ratings00 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings6.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
InvGate Service Desk
9.0
2 Ratings
9% above category average
Salesforce Desk
-
Ratings
Configuration mangement9.02 Ratings00 Ratings
Asset management dashboard9.02 Ratings00 Ratings
Policy and contract enforcement9.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
InvGate Service Desk
9.0
2 Ratings
7% above category average
Salesforce Desk
-
Ratings
Change requests repository9.02 Ratings00 Ratings
Change calendar9.01 Ratings00 Ratings
Service-level management9.02 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
InvGate Service Desk
-
Ratings
Salesforce Desk
8.5
1 Ratings
9% above category average
External knowledge base00 Ratings9.01 Ratings
Internal knowledge base00 Ratings8.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
InvGate Service Desk
-
Ratings
Salesforce Desk
7.5
1 Ratings
2% below category average
Customer portal00 Ratings7.01 Ratings
Social integration00 Ratings7.01 Ratings
Email support00 Ratings9.01 Ratings
Help Desk CRM integration00 Ratings7.01 Ratings
Best Alternatives
InvGate Service DeskSalesforce Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.3 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
InvGate Service DeskSalesforce Desk
Likelihood to Recommend
10.0
(2 ratings)
8.0
(1 ratings)
Support Rating
1.0
(1 ratings)
-
(0 ratings)
User Testimonials
InvGate Service DeskSalesforce Desk
Likelihood to Recommend
InvGate
This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
We sometimes encounter issues that cannot be resolved from our end and need urgent assistance from its support but it takes a while and asks us to send an email instead. I highly suggest having a dedicated support or account manager to address our issues in no time and provide quick resolutions.
Ronnel Pagayunan | TrustRadius Reviewer
Ronnel Pagayunan
Information Technology Project Management
Read full review
Pros
InvGate
  • Set-up of system.
  • GUI is user-friendly.
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
  • CRM
  • Ticketing
  • Communication
Ronnel Pagayunan | TrustRadius Reviewer
Ronnel Pagayunan
Information Technology Project Management
Read full review
Cons
InvGate
  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
  • Customer Support
  • Live assistance
  • Integration
Ronnel Pagayunan | TrustRadius Reviewer
Ronnel Pagayunan
Information Technology Project Management
Read full review
Support Rating
InvGate
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
No answers on this topic
Alternatives Considered
InvGate
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
Salesforce Desk is actually unique compared to others because when it comes to features, Salesforce Desk has a lot to offer. It's easy to navigate and the knowledge base is so informative that it gives you not just the article but is also very interactive and easy to understand so you can get a lot of answers online.
Ronnel Pagayunan | TrustRadius Reviewer
Ronnel Pagayunan
Information Technology Project Management
Read full review
Return on Investment
InvGate
  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
Kevin Smith | TrustRadius Reviewer
Kevin Smith
Information Systems Manager
Read full review
Salesforce
  • Turn around time
  • Efficiency of answering tickets
  • Live support assistance
  • A lot of options for integrating different software
Ronnel Pagayunan | TrustRadius Reviewer
Ronnel Pagayunan
Information Technology Project Management
Read full review
ScreenShots

InvGate Service Desk Screenshots

Screenshot of Incident ManagementScreenshot of Built In and Customizable ReportsScreenshot of Knowledge Base