Who Uses This Software?

Medium and large organizations. Private enterprises, Government Agencies, Non-Profit Organizations, and Educational Institutions rely on InvGate Assets on a daily basis to meet their ITSM needs.


Average Ratings

71 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • InvGate
  • www.invgate.com
  • Founded 2004
  • Argentina

About Service Desk

InvGate Service Desk is a web-based ITIL ready solution with an unprecedented user interface. Offering Incident, Problem, Change, Asset & Knowledge processes. Service Desk provides unmatched collaboration between users, powerful automation & smart ticket management. Multi-tenant cloud-based SaaS or On-Premise implementation. 100% code-free configuration, drag-and-drop graphical workflow builder, business analytics reporting, custom dashboards, SLAs, email ticketing and Gamification.


Service Desk Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

Service Desk Reviews Recently Reviewed!


Great option for collaborative, ITIL-focused ITSM

Jun 05, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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

Overall: Excellent

Very Good Software

Mar 27, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like most is the ease of use and the large number of tasks you can perform with the software.

Cons: I like the least is that programmed unattended dismantling fails many times.

Overall: My experience with the tool is very good, we can really perform the tasks that we consider that our sector requires. It should also be noted that whenever we request assistance, the help desk responded with a very good help for us.

Capterra loader

Usability at its best

Mar 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

High recommended solution based on cloud

Feb 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Cloud based

Look and feel

Simple use

Knowledgebase

Cons: Sometimes complex to make automatic workflows

Avoid repeating the same claims

Usefull application

Feb 18, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Capterra loader

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

Feb 17, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Capterra loader

This the best Helpdesk cloud based software

Feb 14, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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

Overall: 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.

Capterra loader

Excellent tool end to end

Feb 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Overall: From negotiation to implementation and support, my experience has been excellent.

The tool has exceeded the expectations.

Capterra loader

Innovative functionality with social network format, totally intuitive.

Feb 13, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
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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).

Overall: 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.

Easy implementation with powerfull reports and an always ready support team!

Feb 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The alarms and reports are one of its strengths

Cons:

An app to capture data from mobile devices and then be able to incorporate them into the tool is missing

Overall: Help our company in the enrollment, monitoring and administration of all assets. Not only of those who are connected to the network, but of all those who are part of our technological infrastructure.

The support team is one of the most professional with whom I have had to interact

Capterra loader

Great Helpdesk Software

Feb 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

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

Invgate Review. Great product!

Sep 25, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users. Love this!

Cons: I think the ticketing system is not really flexible, I mean does not have a so much options when doing things in ticketing.

Convenient service, which allows solving many tasks at the enterprise

Sep 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This service has many functions and at the same time is easy to install and use. If you do not have any experience with products, it will take 30-40 minutes to install and configure the software. So I'll say that before you a cool service that allows you to set up work processes and accelerate the work in teams, with a minimum of effort and time. I am also happy about the possibility of integration with other programs, for example, Confluence.

Cons: I think that the only drawback of all such products is their high cost. Otherwise, I did not have any complaints.

I love this project!

Sep 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Great mobile interface

Aug 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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

Overall: Solid product overall

I use the Service Desk as a smart bid control

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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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.

Easy to Create Ticket, rocky metrics creation

Aug 13, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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.

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

I'm not very impressed with this software

Aug 01, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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

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

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

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Overall: 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.

I've never before used a helpdesk software so easy

Jul 25, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Very useful to optimize working hours.

Jul 24, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: Optimize work hours, organize tasks, and centralization in one place.

Great solution.

Jul 23, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: more control over the user request, more users happy, more business value added.

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

Jul 23, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Capterra loader

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

Jul 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Organize the department and improve communication.

satisface to use a easy software

Jul 16, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

It's very user-friendly

Jul 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Capterra loader

We use this product from its first versions

Jul 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What I like the most is the simplicity of installation and how fast it starts to get data from the assets connected to the network.

Cons: What I like least is the management of licenses and contracts, related to the linking of installed software.

Overall: Quickly know all the assets and software installed in the organization.

Capterra loader

Invgate has provided our organization with excellent service and ticketing solutions.

Jul 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: It's friendly UI that end users feel comfortable navigating though. The Service Desk has been adapting well to our environment and we're getting many compliments from staff stating that its alot easier the Kace.

Cons: I dont really have a con. the Service Desk is very easy to use and administer. Our only issue is that we didnt purchase Invgate sooner.

Great value for the money

Jun 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

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

Capterra loader

Very easy to use

Jun 26, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Overall: Organize my help desk support

We are very satisfied with the tool. We are incorporating more and more services, not just IT

Jun 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros:

What I like most about Invgate is how easy it is to configure.

The predisposition and fast response of the support before our consultations or inconveniences. And they are always working to offer improvements

Cons:

A point to improve is related to the updates of the version of the tool. Most of the times we had to do an update of the tool we made many tests and found a bug, and when we believe that everything is OK to be able to implement it in production, an error occurs.

Overall: The benefits we have to use Invgate are the administration of the tool, fast response to needs or configurations, knowledge base

Our experience with the InvGate Service Desk has been excellent

Jun 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Daily use of product

Jun 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Simple to use, monitoring of assets is complete and clean, addressing issues on corporate assets is very efficient.

Cons: Duplicates can be a pain, always have to ensure you make good notes to ensure proper counts and naming conventions are maintained.

Overall: Great product for the price point, cost effective.

Capterra loader

Quick to get started with excellent support. Easy to use with added functionality.

Jun 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Very easy to use, nice looking interface.

Jun 21, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Great software for small companies

May 07, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

Capterra loader

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

Apr 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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.

Quick Deployment and functional

Apr 24, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The asset deployment is easy to use and does it through group policy or direct involvement. Plus you only get charged on the node (workstations & servers) and not the peripherals (printers, switches, routers, modems). Took only a few hours to get fully functional and less than 1/2 hour to start to see assets in the database.

Cons: Alerts to the service desk are still broken. However that is on us cause we haven't talked to their amazing customer support yet on how to get this working.

Monitoring doesn't tell you when a server is offline, and this might be an issue for some.

On-Premise based.

Overall: Asset tracking and monitoring. Software detection. Ability to remotely remove, install company-wide software packages.

Capterra loader

Easy to use service request tool.

Apr 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

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

InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife

Apr 17, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Organization, problem tracking, time management

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

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.)

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

Capterra loader

The most flexible help desk software ever written. If you can think it, it will do it.

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.

Great Software for Technology Industry

Apr 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Great software

Dec 07, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

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

Oct 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Their ease of use, their customer support. The feature set is the best, they have all the functionalities needed and more.

Excellent interface and easy to configure and understand.

Aug 16, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: 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.

Has all the features needed for a ITIL system

Jul 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Best Service Desk solution around

Jun 26, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

InvGate Service Desk Review

Jun 16, 2017
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: 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.

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.

Very easily used

Jun 07, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.