InvGate Service Desk reviews

This the best Helpdesk cloud based software

Opmerkingen: We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk. After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.

Pluspunten:

Currently we are working to relaunch our help desk, because after the good reception of the clients we saw the need to adjust several additional options of the product.

Minpunten:

No Mobile App available for the users Android and IOS

Stunningly beautiful yet powerful!

Opmerkingen: 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.

Pluspunten:

- 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!

Minpunten:

Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome.

An excellent option for service desk.

Opmerkingen: It is a highly recommended option, and they also provide quite efficient support.

Pluspunten:

It is an excellent option, at a very good price, very easy to handle and implement, the support is also very good, I have had a very pleasant experience.

Minpunten:

In general, there is nothing that I dislike. I think it is an excellent option.

InvGate Service Desk Review

Opmerkingen: InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to fix these, it could be a pretty great product.

Pluspunten:

Affordable Easy to setup Ability to use variables when creating a ticket Ability to add observers and collaborators to a ticket Easy to do things like reassign and escalate

Minpunten:

No Due Date field unless you use SLAs No ability to delete a comment or edit a comment If you add a comment before selecting Solve (which ultimately closes the ticket), you have to enter your solution again and select Solve for your solution to show up as the resolution If you added a comment to a ticket when the owner has an out of office notification turned on in their email, the out of office email would create a new ticket When printing out a lit of tickets for a user, the font is so small, it's hard to read. Took me a while to come up with a roundabout way to do it so that it was easily readable. Each comment in a ticket doesn't have the day and time the comment was made. You get more general time stamps like "14 hours ago", "2 weeks ago", or "a month ago". Would be useful to know the date and time so that you can tell if something was done at the end of the day or the beginning.

Service Desk has made our support manageable

Opmerkingen: 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.

Pluspunten:

-Very good end-user experience -Never miss a request -Integration with JIRA -Application integration (widgets)

Minpunten:

-Setup is tedious -Getting the correct permissions for all agents/users is a frustrating experience -Somewhat confined to canned reports with little customization

Service Desk Invgate

Pluspunten:

It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure

Minpunten:

it would be missing that the entry of the initial information of the users in the requirements is improved

Excellent tool end to end

Opmerkingen: From negotiation to implementation and support, my experience has been excellent. The tool has exceeded the expectations.

Pluspunten:

Service Desk is an excellent tool end to end. It is a tool of rapid implementation, with a short learning curve and very friendly for the administrator and end user.

Minpunten:

I honestly do not have any problem with the tool.

Great Helpdesk Software

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

Pluspunten:

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

Minpunten:

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.

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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

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

Pluspunten:

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

Minpunten:

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

Service Desk organizes our day.

Opmerkingen: I love the fact that the users can create there own tickets, it saves my techs a ton of time. We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate. I like the fact that end users can score the techs tickets. There are many reports available, and customizable. I was easily able to customize the service level agreements.

Pluspunten:

Ease of use and configuration. The product creates ticket automatically from emails and phone calls. Our users can create their own tickets which saves us a ton of time. I was able to setup a few groups so that I could setup different level for service.

Minpunten:

My tech support users do not have as much access as I would like them to have.

It's very user-friendly

Pluspunten:

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

Minpunten:

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.

An incredible way to interact with users. Dealing with problems have never been so easy before.

Opmerkingen: An incredible way to interact with users. Dealing with problems have never been so easy before. Its simplicity for the users to get used to it.
It was a vital tool in order to organise our department.

Pluspunten:

Its simplicity for the users to get used to it. It was a vital tool in order to organise our department.

Minpunten:

It is a bit difficult to find some problems that we solved in the past and there was some problems with the assignment of tickets.

A ticketing system that motivates and engages your users

Pluspunten:

The usability and flexibility of the product as well as the great customer support was decisive.

Minpunten:

Not available as an app on Microsoft 365 Not available as a mobile app

I've never before used a helpdesk software so easy

Pluspunten:

Service Desk improved my workday assisting me with internal clients request by providing an efficient and easy administration. Users are very excited with Knowledgebase feature also.

Minpunten:

It will be great having a mobile App to notify technicians in the field. Everything else is perfect

A reliable and powerful tool for the organization, has facilitated communication with users

Pluspunten:

The dashboard allows a simplified view of the operation of the day Knowledge base to help users AD integration is easy to configure

Minpunten:

It´s not easy configurate multiproperty or support groups, the granularity of the tool complicates a process that should be simple

The best and easy way to manage all your IT support requirements

Pluspunten:

Their ease of use, their customer support. The feature set is the best, they have all the functionalities needed and more.

Great Software for Technology Industry

Pluspunten:

The software is designed for tech team to collaborate information so various groups can understand progress and team members contribution before final resolution. It works well for small company to maintain internal communication without all the emails and organized via project base ticket created.

Minpunten:

It takes some time to learn the system with a lot of communication between tech support and our own learning how to implement to customize our operation.

Easy to use service request tool.

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

Pluspunten:

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.

Minpunten:

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

Powerful tool to work in a real collaborative way

Pluspunten:

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

Minpunten:

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

accurate, great interface and userfriendly

Opmerkingen: the desing of the application is very simple , accurate and user friendly.
the implementation es realy fast and simple.
the support is attentive and aware to the user needs

Pluspunten:

the implementation es realy fast and simple.

Minpunten:

i havent found cons or things i dislike.

GOOD

Opmerkingen: this software is really good, it has every thing we need for the manage of IT support.

Pluspunten:

good reports, nice traking, easy to use, very fast,

Minpunten:

it would be nice to have a chat

Simple and very easy to use.

Opmerkingen: This product is a very powerful tool for managing incidents and requirements, with easy and intuitive capabilities. It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.
It is aimed at mid range companies with excellent performance and price.
As a expert in ITSM area i recommend this product.

Excellent interface and easy to configure and understand.

Opmerkingen: Good customer service and support to date and easy to work with.

Pluspunten:

Multi-Departmental support and workflow design interface. Fairly intuitive and report generation flexible.

Minpunten:

Nothing at this time. Still a relative new user and have not yet used all of its features nor come across any major concerns.

Cool Product

Opmerkingen: The out of the box is simple. It's process flows are very much well defined. The configuration are an easy setup