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3 years with InvGate
January 29, 2020

3 years with InvGate

Kevin Smith | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with InvGate Service Desk

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.
  • Set-up of system.
  • GUI is user-friendly.
  • 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.
  • BMC Track-It!
At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running.
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.

Do you think InvGate Service Desk delivers good value for the price?

Yes

Are you happy with InvGate Service Desk's feature set?

No

Did InvGate Service Desk live up to sales and marketing promises?

No

Did implementation of InvGate Service Desk go as expected?

Yes

Would you buy InvGate Service Desk again?

No

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.

InvGate Service Desk Feature Ratings

Incident and problem management
3.1
Organize and prioritize service tickets
5
Expert directory
1
Service restoration
1
Self-service tools
2
Subscription-based notifications
7
ITSM collaboration and documentation
5
ITSM reports and dashboards
1
ITSM asset management
1.0
Configuration mangement
1
Asset management dashboard
1
Policy and contract enforcement
Not Rated
Change management
1.0
Change requests repository
1
Change calendar
Not Rated
Service-level management
1

Using InvGate Service Desk

200 - All departments use it!