User Reviews Overview
About InvGate Service Management
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or...
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- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
This the best Helpdesk cloud based software
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.
Pros
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.
Cons
No Mobile App available for the users Android and IOS
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Stunningly beautiful yet powerful!
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.
Pros
- 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!
Cons
Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome.
Alternatives Considered
ServiceNow Customer Service ManagementReasons for Choosing InvGate Service Management
Too complex, cluttered menu and hurt my eyes.Switched From
ServiceNow Customer Service ManagementReasons for Switching to InvGate Service Management
Too complex, cluttered menu and hurt my eyes.- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
InvGate Service Desk helps me manage all my IT support requests in one place, making my job...
Pros
The software is user-friendly and has powerful ticketing and reporting features. It has definitely streamlined our IT support process.
Cons
The interface could be a bit more customizable, and I wish there were more integrations with third-party tools.
Top InvGate Service Management Alternatives
- Industry: Warehousing
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Service Desk has made our support manageable
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.
Pros
-Very good end-user experience
-Never miss a request
-Integration with JIRA
-Application integration (widgets)
Cons
-Setup is tedious
-Getting the correct permissions for all agents/users is a frustrating experience
-Somewhat confined to canned reports with little customization
Alternatives Considered
Zendesk SuiteReasons for Switching to InvGate Service Management
It integrated with our existing Atlassian Suite- Industry: Import & Export
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Help Desk
In general is the best Help Desk i ever see. We could give more potencial, but is only a matter of time.
Pros
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.
Cons
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.
Response from InvGate
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.
- Used Daily for 2+ years
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Review Source
The most flexible help desk software ever written. If you can think it, it will do it.
Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.
Pros
Ease of use. We developed a short video and within minutes our end users were submitting help desk tickets. I am amazed how much information we can obtain from this software. The triggers and workflows are endless. Invgate support is phenomenal. "No" and "it can't" are not in their vocabulary. New feature development never ends. We have asked and they have created. One of the best choices we have ever made.
Cons
Active Directory integration is lacking features. I have submitted my ideas and what other programs are doing with AD and the Invgate team is working on it so this won't be a "Con" for long.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Quick to get started with excellent support. Easy to use with added functionality.
The tracking and management if service desk requests and updates to the users as to status. Dashboard reports to continually monitor performance. The support for electronic workflows is an bonus feature that has value.
Pros
The user interface is intuitive for quick adoption. Electronic workflows with forms management allows us to incorporate many business approval processes into a user request.
Cons
Have not had any issues or complaints that are of any major concern. Possibly more built in dashboard reports to work from that can be quickly adapted rather than start form scratch.
- Industry: Food & Beverages
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Excellent tool end to end
From negotiation to implementation and support, my experience has been excellent.
The tool has exceeded the expectations.
Pros
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.
Cons
I honestly do not have any problem with the tool.
- Industry: Hospitality
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Great Helpdesk Software
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.
- Industry: Hospitality
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
is a very good product that optimizes the time in solving complaints and problems of users.
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.
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
An excellent option for service desk.
It is a highly recommended option, and they also provide quite efficient support.
Pros
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.
Cons
In general, there is nothing that I dislike. I think it is an excellent option.
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Very easy to use, nice looking interface.
Pros
Good looking, simple to use interface. Does everything we need, without being overly complicated. Support is very responsive, and includes our requests in future versions frequently. Our end users really like it, too.
Cons
Can't think of many cons with Service Desk. Only con I can think of is the licenses are per user and not transferrable to another user.
- Industry: Hospitality
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
An incredible way to interact with users. Dealing with problems have never been so easy before.
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.
Pros
Its simplicity for the users to get used to it.
It was a vital tool in order to organise our department.
Cons
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.
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Innovative functionality with social network format, totally intuitive.
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).
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
I've never before used a helpdesk software so easy
Pros
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.
Cons
It will be great having a mobile App to notify technicians in the field. Everything else is perfect
- Industry: Hospitality
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
A reliable and powerful tool for the organization, has facilitated communication with users
Pros
The dashboard allows a simplified view of the operation of the day
Knowledge base to help users
AD integration is easy to configure
Cons
It´s not easy configurate multiproperty or support groups, the granularity of the tool complicates a process that should be simple
- Industry: Computer Software
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Review Source
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.
- Industry: Mechanical or Industrial Engineering
- Company size: 1,001–5,000 Employees
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Review Source
Great software
Pros
This software is well worth the price and also it is very easy to use. I was able to implement the software in just a few days. And my staff likes it very well as also
Cons
customer Support could be better They have long Hold times And the staff could be a whole A lot more friendlier
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Very useful to optimize working hours.
Optimize work hours, organize tasks, and centralization in one place.
Pros
Reduce the number of calls to the office for technical assistance
Centralize all pending work, and performed in one place.
That the user has options of manuals to solve problems himself.
Cons
The time it takes to configure all the options of the forms.
The way in which the system shows the updates of the case open to the user.
- Industry: Medical Practice
- Company size: 5,001–10,000 Employees
- Used for 1-5 months
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Review Source
Invgate brings ITSM and ITAM together cohesively
We are currently using a big leaders service desk ticketing system today. What it lacked was the ability to integrate hardware and software asset information on those internal business users. This information is crucial to understanding when incidents and requests are submitted. What was also lacking in there big complex service desk solutions is the modernization of bringing daily operations tasks to the 21st century. Invgate is a solution that pushes the boundaries of technology with HTML developed application platform, intuitive out of the box real-time dashboard reporting. It also has a system that rewards workers with a trophy system for performance which gives a indirect competitive environment for service desk operations personnel.
Pros
Modern HTML5 look and feel. Mobile interface. Fully customizable. Out of the box real-time reporting and analytics. Multiple KPI and scorecard developments
Cons
None
- Industry: Insurance
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Review Source
It's really good. It have all the function we need in our daily task.
Pros
The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.
Cons
Maybe the way the system Works when add collaborators.
- Industry: Insurance
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Review Source
Friendly and easy
Pros
Invgate is based on solials networks. Is has a user friendly interface.
A vendor is very aware to de customer needs
Cons
not things that dislike me. the product is very complete and reliable
- Industry: Pharmaceuticals
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Review Source
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.
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Review Source
Really Revolutionary Solution !!
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.
- Industry: Medical Practice
- Company size: 201–500 Employees
- Used Weekly for 1-5 months
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Review Source
Excellent interface and easy to configure and understand.
Good customer service and support to date and easy to work with.
Pros
Multi-Departmental support and workflow design interface. Fairly intuitive and report generation flexible.
Cons
Nothing at this time. Still a relative new user and have not yet used all of its features nor come across any major concerns.