InvGate Service Management

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.

Pros

InvGate Service Management delivers an effortless and credible services to clients and companies.

Cons

InvGate Service Management lacks proper AI integration

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.

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

Reasons for Switching to InvGate Service Management

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

Reasons for Choosing InvGate Service Management

Switched From

Reasons for Switching to InvGate Service Management

Pros

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

Cons

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

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

Pros

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

Cons

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

Alternatives Considered

Reasons for Choosing InvGate Service Management

Switched From

Reasons for Switching to InvGate Service Management

Pros

Personalization is the best option of this soft. is a tool that is modeled to the extent of the help desk you want to create.

Cons

In my understanding, the lack of quick search for support tickets by user name that created it, is the biggest flaw in the system

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.

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.

Pros

it is a very easy software to use and configure, adapt to our business needs.
provides stability in the ejecution process,
the time customer support its satisfactory
its is softwate that is kept in constant updates

Cons

the relationship Price vs Product it's not agreement.
the report module its very complicate to use and configure,
dara extraction is complicated

Pros

The best thing is that it is easy to install and very friendly for the final users. The after-sales service is also very good. It is worth investing in an application of these characteristics

Cons

It would be very useful if it could identify and avoid duplicating similar claims.

Pros

The developers of the product support small companies and provide a tariff with a fixed amount of payment, amounting to 10 USD per month, and this is not very suitable for us, because we employ about two dozen people. But for small companies this is undoubtedly a plus. In my work, I mostly use reports and analytics, which are very well designed visually and practical - they are simple, functional and easy to use.

Cons

The tariff with a fixed amount of payment is calculated for three people. If a team of 4-5 people, and this can be considered small, you need to pay about 100 USD per month, which is too expensive.

Pros

Love how easily it let me implement ITIL process and get my team to work together.

Cons

More thought needs to be put into external-customer systems

Pros

you can add a simple workflow in seconds or a complex one in minutes. is easy put your own process to work.
The integration with Active Directory works great.

Cons

If you want go for a medium complex implementation, you will need consultancy. The setup is easy, the support is fine, but is not enough.
More integration with Office 365 will be necessary soon.

Pros

Excellent tool, easy to use, configure and very easy to use. It helped organize our help desk and our times.

Cons

I honestly do not find cons in the tool, it meets all our expectations

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

Pros

What I really like about it the most is that they make it simple to customize forms, workflows, etcs.

Cons

There is no online phone support. You have to use the online support help desk in which I am not crazy about doing things like that online. I would rather speak with a person but it is still pretty simple.

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.

Pros

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.

Cons

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.

Pros

Product is easy to understand and looks great – mobile view is best in class

Cons

Not a huge list of high-profile customers- can make finding other users challenging

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

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.

Pros

Your tracking tickets and SLA. Its essential to achieve your goals.

Cons

This product contains flaws when it comes to making reports. While it is good, when it comes to extracting a large detailed data report, it throws errors that have not yet been fixed.

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.

Pros

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.

Cons

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

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

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.

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.

Pros

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

Cons

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.

Pros

Its simplicity. In looking at similar software packages I found that there were just too many features, too many things crammed into one software. I also found them to be very inflexible, wanting you to run your help desk their way. Their support has been great.

Cons

My only problem is that although InvGate supports SSO through Office 365, they do not have an integrated app within MS Azure. Several other service desk software's do and it makes the login by end users seamless. There is little documentation on how to set it up and it took a little trial and error to get it working so that users can click the "Log In with Office 365" button but it would be so much nicer if there was an Azure app so that it could be added to the O365 launch pad and clicking on it took you right into the service desk.

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.

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.

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.

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.

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

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

Pros

the implementation es realy fast and simple.

Cons

i havent found cons or things i dislike.