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InvGate Service Desk
Wat is InvGate Service Desk?
InvGate Service Desk is een web-based, ITIL-klare oplossing met een ongekende gebruikersinterface. Bied incident-, probleem-, verander-, activa- en kennisprocessen. Service Desk biedt ongeëvenaarde samenwerking tussen gebruikers, krachtige automatisering en slim ticketbeheer. Multi-tenant cloudgebaseerde SaaS of on-premises implementatie. 100% codevrije configuratie, grafische workflowbouwer met slepen en neerzetten, rapportage van bedrijfsanalyses, aangepaste dashboards, SLA's, e-mailticketing en gamification.
Wie gebruikt InvGate Service Desk?
Middelgrote tot grote organisaties. Particuliere ondernemingen in alle sectoren, overheidsorganisaties, niet-overheidsorganisaties en onderwijsinstellingen vertrouwen allemaal op InvGate Service Desk om aan hun behoeften op het gebied van IT-servicebeheer te voldoen.
Twijfels over InvGate Service Desk?
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InvGate Service Desk
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Reviews over InvGate Service Desk
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
Eerder overwogen alternatieven:
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.
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.
Eerder overwogen alternatieven:
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
Help Desk
Opmerkingen: In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
Pluspunten:
Easy use for the user. Status of the tickets and who owns them works well. Approvals and confirmations work very well. The Report sistem of the tickets is very strong. The solution's time system provide many information The way to comunicate with user and managers makes a good comunication systema and the record helps to avoid misunderstandings.
Minpunten:
There are some status that we dont understand The configuration of the help desk and all the managment of tickets can be better Export information of tickets is very dificult The time reports arent the best, we have all in minutes, not hours. So the SLA reports can be better The dashboards are slow to configure, for example backlog tickets can´t be use with filters.
Reactie InvGate
2 jaar geleden
Thanks for your taking the time to leave us a review! We are glad you are finding Service Desk helpful and overall are enjoying your experience working with InvGate. Our Customer Success team will reach out to help you with the issues you bring up.
