Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Push Notifications

Development

Business Intelligence (BI)

Calibration Management

Collaboration

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Online Trading

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

Employee Performance Management

HR Management

On-Demand Payment

Payroll

Professional Employer Organizations (PEO)

Resume Parsing

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Distributed Denial of Service (DDoS) Protection

Dynamic Application Security Testing (DAST)

Embedded Business Intelligence (BI)

Endpoint Encryption

File Sync and Share

Fraud Detection

HTML Editors

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Network Virtualization

Password Management System

Remote Monitoring and Management

Routers

Secure Email Gateway

Session Border Controllers

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Data Management

Direct Mail Automation

Email Marketing

Marketing Automation

Marketing Resource Management

Real-Time Interaction Management

Search Marketing Intelligence

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales

Auto Repair

Car Rental

Equation Editors

Forestry

Insurance Agency Management

Vertical-Specific

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InvGate Assets

### Ticket Management
Users have expressed a range of opinions regarding InvGate Service Desk's ticket management features. While some users appreciate the ease of creating and managing tickets, others have encountered issues with software glitches and slow technical support responses. The ability for end users to rate tech tickets positively impacts the overall user experience. Additionally, the automatic ticket creation from emails and phone calls has been highlighted as a time-saving feature. Customizable reports and service level agreements contribute to the flexibility and efficiency of the ticket management system.

### User Support
Users appreciate the efficiency and effectiveness of InvGate Service Desk in managing tickets and requests, facilitating smooth communication between the support team and users for timely responses and efficient issue resolution. However, some users have noted limitations in customization options, which may pose challenges for organizations needing more tailored solutions. Despite this, the platform's ability to streamline support processes, enhance user experience, automate tasks, track and report incidents, meet SLAs, and drive continuous improvement has garnered positive feedback. The cloud-based nature of the software allows for easy access from anywhere, enabling administrators to manage access permissions and support trees for various departments, including HR-related requests. Additionally, the software's user-friendly interface, detailed functionalities, automation capabilities, customizable forms, and instructional resources contribute to a positive user experience.

### Incident Management
Users consistently praise InvGate Service Desk's incident management capabilities. They highlight the software's effectiveness in managing and automating help desk processes efficiently. The platform's ability to handle multiple operations in a user-friendly manner is particularly lauded. Users appreciate the diverse configurations and tree creation options that enable quick identification of support needs. Additionally, the feature allowing the automatic display of DIY manuals when relevant terms are detected in incident subjects is commended for simplifying issue resolution.

### Team and Collaboration
Users have expressed positive feedback regarding the team support and collaboration features of the tool. They appreciate the ease of use and configuration, as well as the ability to create tickets automatically from emails and phone calls. The option for users to create their own tickets has been particularly beneficial, saving time for the team. Additionally, the setup of different groups for varying service levels has been well-received. The tool's team and collaboration functionalities seem to be a strong point, contributing to a more efficient workflow and enhanced connectivity among team members.

### Problem Resolution
Users consistently praise the software for its swift problem resolution, emphasizing the quick and efficient manner in which their issues are addressed. Despite occasional glitches in the tool's functionalities, users appreciate the responsive support team that swiftly resolves any encountered problems, ensuring a smooth user experience. The general sentiment leans towards a positive outlook on the software's problem resolution capabilities, with users acknowledging the occasional hiccups but overall satisfied with the timely solutions provided.

Intuitive Multi-Departmental Support: Several users have found the multi-departmental support in InvGate Service Desk to be fairly intuitive, allowing them to easily navigate through different departments and access relevant information.

Efficient Ticket and Request Management: Many users have appreciated the ability of InvGate Service Desk to automate and manage ticket and request processes efficiently. This feature has allowed them to streamline their workflows and improve overall productivity.

Flexible Reporting Capabilities: Users have praised the platform's reporting capabilities, mentioning that they can create custom reports according to their specific needs. The flexibility of these reporting features has enabled users to track performance, identify trends, and make informed decisions.

Limited customization capabilities: Some users have noted that InvGate Service Desk offers fewer options for customization compared to other solutions in the market, which may pose challenges for organizations with specific adaptation needs.

Slow technical support response and resolution time: Users have reported experiencing delays in receiving technical support responses and resolutions. For example, one user mentioned an incident where automation of maintenance notifications did not work properly, requiring multiple notifications to be created for different timeframes.

Lack of availability as a mobile app: Some users find it inconvenient that InvGate Service Desk is not available as a mobile app on Microsoft 365 or for iOS and Android devices.

The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.

Basic

Standard

Advanced

GLPI Network Cloud

ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.

Professional

InvGate Service Desk

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

In this video, Matt Beran, Industry Specialist at InvGate, shows you a quick demo of why InvGate Service Desk is the best solution to build a state-of-the-art service desk or help desk. 

This video shows some fundamental features of system, including users and agents experience, ticket management, dashboards and more.

0:00 Introducing InvGate Service Desk
0:13 User Interface Overview 
1:27 Ticket Approval Management
1:45 My Work Interface for Agents
3:12 Dashboard and Analytics
3:55 Manager View
4:30 Closing

Want to learn more and try InvGate Service Desk for free? Just visit us https://www.invgate.com/service-desk


#enterpriseservicemanagement #servicedesk #itservicemanagement #itsupport #itsm #helpdesk

Why InvGate Service Desk is the best helpdesk and ticketing system (5 minutes DEMO)

Build your Service Desk in 5 minutes with InvGate

DEMO InvGate Service Desk

InvGate Service Desk Video Demo: Workflow Setup for HR

InvGate Service Desk - Basic setup for HR (Demo)

Likelihood to Recommend

Support Rating

Incident and problem management

ITSM asset management

Change management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change requests repository

Change calendar

Service-level management

The IT department is a strategic area that allows the company to meet key needs. At InvGate we work to develop solutions for organizations of all sizes and budgets. With an user-centric mindset, our mission is to accompany our clients to improve the impact of the IT department and its processes from start to finish.

InvGate

InvGate Service Desk | Next Generation IT Service Management

InvGate Service Desk software, the Next Generation in IT Service Management. www.invgate.com

InvGate Service Desk is a web-based ITIL ready software solution with an unprecedented user interface. Offering Incident, Problem, Change, Asset & Knowledge processes. Service Desk provides unmatched collaboration between users, powerful automation & smart ticket management. Multi-tenant cloud-based SaaS or On-Premise implementation. 100% code-free configuration, drag-and-drop graphical Workflow Builder, Business Analytics, Reporting, Custom Dashboards, SLAs, Email Ticketing and Gamification.

Forget your outdated Help Desk or Service Desk solution, see the future in Service Management. 

Learn more at: www.invgate.com/en/service-desk/

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Impact assessment and automated fixes for common problems

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Managing all IT assets and enforcing policy rules

Database for tracking and reporting all business assets

Dashboard showing organization's software portfolio

Ensuring that requesters have eligibility before fullfullment

Ensuring standardized processes for making changes to IT infrastructure

Single repository of all planned changes and releases

Calendar showing change schedule to stakeholders

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Tableau Desktop

Tableau Server

Nintex Automation On-Prem, on Nintex Process Platform

Veritas Backup Exec

BMC Track-It!

Helix ALM

Accruent Meridian

Microsoft 365 Business Premium

Information Systems Manager

InvGate Service Desk 2020-01-28 19:42:40

InvGate Service Desk 2022-06-30 04:38:11

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Reporting functions

Back end

Access data

Set up

User friendly

Home

IT Service Management (ITSM) Tools

Being used across the entire organization for HR, IT, Facilities, and MFG requests for changes. It solves the issue of having one spot to request assistance in one of the above areas that were needed by employees.

The database for back-end is clunky and cryptic, and it is very hard to access data.
The reporting functions are really lacking.

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.

K2 Platform, Helix ALM (formerly TestTrack), Tableau Server, Tableau Desktop, Veritas Backup Exec, Meridian, Microsoft 365 Business

This application gave us incredible capabilities like a team-based ticket structure that allowed us to connect various organizational responsibilities for quicker issue resolution. They charge very affordable rates for their services. It is a very collaborative system that maintains communication between distant teams. We are saving time because of the user-friendly interface and the fact that team members aren't taking enough time to fully understand this technology.

Service Desk Analytics
Integrate With CMDB
Ticket Management

Ticket Management
Service Desk
Workflow Management

This is very user friendly for my beginner team. To manage the tool.
This is easily accessible via mobile devices, allowing us to carry out a variety of tasks while out of the office and saving time.
Can easily replicate organization structure and customize our workflows.