InvGate Service Management Reviews

Great Helpdesk Software

Comments: Service Desk was always easy to configure, to use and grow. It made our help desk be more efficient, productive, and accountable

Pros:

Easy of use for every user at the company. From experimented to newbies, is the perfect choice to let the helpdesk grow smoothly.

Cons:

Invgate need to think about how to help customers on the kickoff stage.

is a very good product that optimizes the time in solving complaints and problems of users.

Comments: InvGate Service Desk, is a very good product that optimizes the time in solving complaints and problems of users. Organize and plan better the work to be done.

Pros:

The ease which the user can enter a problem, and the work order that allows.

Cons:

The reports that can be generated with the system are impractical and visually poor.

I'm not very impressed with this software

Comments: I can track my service tickets by calling in and checking on them

Pros:

I like the fact that it assigns a ticket number to your request and that you can use the ticket number to review your request even though you can only do it via phone call

Cons:

it assigns multiple tickets that have no relation to each other to your service requests. And when you get a reply back via email that your service desk ticket has been submitted there's no references to what you called about so if you put multiple tickets and then you have no idea what your ticket was about

Usability at its best

Comments: We reduce telephone calls, improving the speed of response, through the use of the knowledge base.

Pros:

The best thing that Service Desk has is its dashboard and knowledge base.

Cons:

As a point to improve, I would incorporate project management for those requirements that require more time and resources.

Organize the work and give us greater control of the solutions.

Pros:

It allows us to keep our customers' claims more organized, and classify them for claims that are often repeated. Optimize our working time.

Cons:

We could not find an automatic report by mail with the detailed summary of all the work separated by admin users.

Innovative functionality with social network format, totally intuitive.

Comments: We implemented Service Desk on 02/01/2019, after 6 months of definitions, and tests. We are currently managing with nominal and concurrent licenses.
The process included the evaluation of 5 suppliers. The satisfaction survey of our users is very good.

Pros:

The support of the Invgate team and its partners during the project was excellent. The hardware requirements are minimal, the performance in the testing has been fantastic, as has the migration process. The support is constantly taking suggestions for improvements and working on them.

Cons:

The reports could be improved, and some behaviors between tickets and workflows could be differentiated (in some cases you can not differentiate behaviors between both as the detail of the mail that is sent to the users).

Simple but not least robust

Pros:

What I like most about this software is its simplicity. However, it's robust at the same time.

Cons:

It's still difficult to find some older request made by different users and collaborators.

We change the way we work, organize the sector and communication with the client. It became more flu

Comments: Organize the department and improve communication.

Pros:

It speeds up the operation of the sector, optimizing response times between the user and the help desk.

Cons:

It lacks a section for projects, internal department, where you can be assigned time and human resources and materials.

Easy to implement and use this solution, great support team.

Pros:

I was responsible for scoping. purchasing and implementing this solution. Was a great experience all the way through from Sales to implementation to support. I would highly recommend InvGate.

Cons:

This company is still fairly new in the marketplace but team is highly accommodating to new feature requests.

Easy to use service request tool.

Comments: This tool made raising service requests and tracking them easy.

Pros:

Popular request section helps you to find and raise request for frequently used services. All service requests are categorized nicely and are convenient to find by browsing through categories.

Cons:

requests are difficult to find via search functionality. Search often returns irrelevant results. Overall UI of the can be improved. Feels clunky and old.

Easy to Create Ticket, rocky metrics creation

Comments: Service Desk is a good tool that can use some additional tweaking so that it can remain resourceful while flexible like writing an email.

Pros:

I like that the tickets can be designed to be used very simple and you can require any level of detail you'd like from the user. I also like that you can program a search bar for the participant while they are creating a ticket in case they can find the info they are looking. I also like that Service Desk can be integrated with confluence and there is a section in the ticket for the administrator where I can easily reference an article for the client.

Cons:

I think the ticketing system is not as flexible as writing a simple email, and I don't like that when you are responding to a person's request you can't really see their original question while you're typing their answer. Also, running a report of all of the questions is very difficult to do in a clean way, and I have to use a legend of my creation in order to translate the code name of the topics to English names.

Our experience with the InvGate Service Desk has been excellent

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.

It's a Functional software

Pros:

It's easy to use and practical software to managment IT support.

Cons:

I think is a very complete software, and is good knowledge feature

Great value for the money

Comments: We are able to integrate several departments together into one solution and to take care of all of our in-house forms with Invgate.

Pros:

My employer and I reviewed several solutions and none of them combined the level of features with affordability like Invgate. The workflow solution was a game changer for us.

Cons:

Some of the setup could benefit from being a little easier to use. Sometimes when you are setting things up the whole process gets monotonous and could be made a little easier. But you can't argue with the end product.

It's very user-friendly

Pros:

we're using Service Desk in a government environment. Our users are really happy regarding how easy is this portal to use. .

Cons:

Sometimes when a user sends an email to the helpdesk, it's not generating a ticket automatically. I was troubleshooting with customer service but we could solve it.

Great Ticketing Solution

Comments: InvGate provides a good base ticket solution, it's workflows are good, but aren't the smartest when it comes to assigning and customizing. They're constantly providing feature updates, but need to pay more attention to expanding on reporting, the current metrics and dashboards aren't very intuitive.

Pros:

Good Customer Portal Customer Satisfaction Ratings Gamification

Cons:

Knowledge Base layout is great Workflows are subpar, even just a basic onboarding workflow is hard to build out

Best Service Desk solution around

Pros:

We have been using it for over a year now, with no issues at all. Everything we wanted from the software, it delivered. Very easy to use, very powerful to fit your needs, and very good customer support.

Cons:

No issues so far. Great assistance from Customer support, very reliable. Sometimes times worked on issues do not update correctly.

Has all the features needed for a ITIL system

Comments: Once fully implemented across our organization this software will take the place of 4 other software programs that we are using for the same process. Help Desk, Software Management, Asset Management, Remote Support, Change Mgmt. This will also give us the capability to have all IT related items in one spot without having to go outside of the system for items.

Pros:

This product gives us the capability to perform all the functions of a ITIL service desk in one place. Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software

Cons:

At this time there is none. I think the main con is the learning curve of the users and staff of switching to a new system but this would be a con with any software.

Disruptive and Amazing Software !!

Pros:

Invgate is doing things in a total different way as the tradicionals Service Desk Tools, from his Starting Page to the last of his employees the company is really fresh !!

Cons:

They have to grow faster, it´s a matter of time. I really don´t have a thing of the solution that I like least, since we chose Invgate, we are really satisfied with the tool.

Great software for small companies

Pros:

Works well for small companies to maintain internal communication. The ticket creation works much better than all those internal emails. This software is well worth the price.

Cons:

It takes some time to learn the system. No issues so far as I am still a relative new user. I have not come across any major concerns.

Amazed that this good a service desk product exists for this price

Comments: VALUE. This product does everything we wanted for an amazingly low cost.

Pros:

Value for the money. This is a "Top Five" Service Desk platform for less than a quarter of the next best / cheapest option.

Cons:

There's a little learning curve on where some of the settings are, but I wouldn't actually call that a "con" -- overall, it's easily the most intuitive service desk system I've set up (fifth one so far in my career.)

Powerful tool to work in a real collaborative way

Pros:

The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process

Cons:

It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.

I love this project!

Pros:

I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.

Cons:

This product would be perfect if its gonna have a mobile app notify. And none so much, so far I really like this product.

In the company and in my area were very pleased with the product and I

Pros:

What is the most used part of reports of incident resolution time.

Cons:

we had to generate some inquiries out of the product such as searches for text in message bodies.

Really Revolutionary Solution !!

Comments: We have been using INVGATE Solutions for the last year, and we are really happy with the results, not only for our company, but also for our clients.
It´s simple, it´s flexible, it´s the new way to help people in every organization.
It´s how a Software Solution should be.