# InvGate Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is InvGate Service Management the right IT Service solution for you? Explore 108 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/133392/Service-Desk/reviews --- InvGate Service Management 4.6 (108) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of InvGate Service Management Ease of use 4.7 Customer Service 4.6 ## Pros and Cons in Reviews JM Jessica M Operations AssociateGraphic Design, 2 - 10 employeesUsed the software for: 1-2 years. “InvGate Service Management is the valuable service solution“ November 17, 2024 Carlos José R IT AnalistImport and Export, 201 - 500 employeesUsed the software for: More than 2 years. “The dashboards are slow to configure, for example backlog tickets can´t be use with filters.“ July 21, 2022 AF Adrian F CTOConsumer Goods, 11 - 50 employeesUsed the software for: More than 2 years. “It has definitely streamlined our IT support process.“ September 16, 2024 Carlos José R IT AnalistImport and Export, 201 - 500 employeesUsed the software for: More than 2 years. “The time reports arent the best, we have all in minutes, not hours.“ July 21, 2022 Carlos José R IT AnalistImport and Export, 201 - 500 employeesUsed the software for: More than 2 years. “The way to comunicate with user and managers makes a good comunication systema and the record helps to avoid misunderstandings.“ July 21, 2022 Carlos José R IT AnalistImport and Export, 201 - 500 employeesUsed the software for: More than 2 years. “Approvals and confirmations work very well.“ July 21, 2022 ## Showing most helpful reviews Showing 1-25 of 108 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Carlos José R. IT Analist Import and Export Used the software for: 2+ years ### "Help Desk" July 21, 2022 4.0 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. Review Source Response from InvGate July 22, 2022 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. JM Jessica M. Operations Associate Graphic Design Used the software for: 1-2 years ### "Irresistable Service Management Platform " November 17, 2024 5.0 InvGate Service Management is the valuable service solution Pros InvGate Service Management delivers an effortless and credible services to clients and companies. Cons InvGate Service Management lacks proper AI integration Switched from [QuickBooks Desktop](https://www.capterra.com/p/212058/QuickBooks-Desktop-Pro/)[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Teamwork Desk](https://www.capterra.com/p/143754/Teamwork-Desk/)[Help Desk Migration](https://www.capterra.com/p/160609/Help-Desk-Migration/) The increasing prices from the platform is a major challenge Review Source AF Adrian F. CTO Consumer Goods Used the software for: 2+ years ### "InvGate Service Desk helps me manage all my IT support requests in one place, making my job much easier!" September 16, 2024 3.0 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. Review Source VR Verified Reviewer Product Manager Warehousing Used the software for: 1-2 years ### "Service Desk has made our support manageable" October 23, 2019 5.0 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 Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing InvGate Service Management It integrated with our existing Atlassian Suite Review Source WH Windy H. Senior Technical Program Manager Computer Software Used the software for: 6-12 months ### "Stunningly beautiful yet powerful!" June 24, 2020 4.0 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 Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing InvGate Service Management Too complex, cluttered menu and hurt my eyes. Switched from [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Too complex, cluttered menu and hurt my eyes. Review Source Osman K. Service Delivery Manager Education Management Used the software for: 1-2 years ### "A ticketing system that motivates and engages your users" April 20, 2021 5.0 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 Review Source Andrés Camilo G. IT Manager Authorized Distributor at ESET Colombia Information Technology and Services Used the software for: 1-2 years ### "This the best Helpdesk cloud based software" February 14, 2019 5.0 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 Review Source Cristian M. IT Manager Hospital & Health Care Used the software for: 6-12 months ### "Service Desk Invgate" November 13, 2019 4.0 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 [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[System Center](https://www.capterra.com/p/70929/System-Center/) Reason for choosing InvGate Service Management for the relation price and product quality Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) a specialized service desk tool was needed Review Source Gerardo F. Jefe de Infraestructura de Sistemas Used the software for: 2+ years ### "Very easy to use" June 26, 2018 4.0 Organize my help desk support 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 Review Source Jorge R. Analista de Procesos de Negocio Food & Beverages Used the software for: 1-2 years ### "Excellent tool end to end" February 14, 2019 5.0 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. Review Source FC Fabrizio C. Analista de sistemas Information Technology and Services Used the software for: Less than 6 months ### "Administrador e implementador de la herramienta " August 24, 2023 5.0 En general fue buena y placentera, es una herramientamuy completa pero el comienzo fue algo malo por la poca cantidad de información que encontraba sobre la misma, pero una vez pude encontrar la base de conocimiento que buscaba y sus tutoriales (antiguos) que contaban puden avanzar sin mayor problemas, pero creo que algo a mejorar, tambien creo que deberia haber una forma de explicar un poco mas a detalles como trabajan las funcionalidades entre si, para tener mayor información sobre como implementar correctamente las funcionalidades de la herramienta y no estar haciendo prueba y error. Pros La sencillez de implementarla y la facil manera de utilización que tiene por gente no tecnica, con una pequeña charla de introducción, los usuarios fueron capaces de utilizar la plataforma sin mucha complejidad, especialmente por personas ancianas, creo que es un camino por el que deberian seguir tomando enfocando en mantener las cosas simples tanto asi para los implementadores y usuarios, una muy buena estrategia de ventas. Cons La falta de imformación o tutoriales mas complejos y detallados, si bien tuve acceso a la base de conocimientos con muchos tutoriales, hay otros agentes que no tienen ni idea de su existencia deberian de publicitarla mas a los agentes interesados, si bien este años han aumentado las capacitaciones y sacaron una guia de implementación creo que seria bueno de tenerlos abiertos al publico o en una lugar donde las personas no tecnicas puedan acceder y conocer mejor su herramienta asi como transparentar mas los cambios al momento de implementarse en sus redes sociales. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source CE Craig E. IT Technician Education Management Used the software for: 2+ years ### "Great value for the money" June 28, 2018 5.0 We are able to integrate several departments together into one solution and to take care of all of our in-house forms with Invgate. 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. Review Source VR Verified Reviewer Information Systems Government Administration Used the software for: 1-2 years ### "It's very user-friendly " July 9, 2018 4.0 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. Review Source CF Collin F. IT Manager Retail Used the software for: 1-2 years ### "Great Ticketing Solution" January 25, 2017 3.0 InvGate provides a good base ticket solution, it's workflows are good, but aren't the smartest when it comes to assigning and customizing. They're constantly providing feature updates, but need to pay more attention to expanding on reporting, the current metrics and dashboards aren't very intuitive. Pros Good Customer Portal Customer Satisfaction Ratings Gamification Cons Knowledge Base layout is great Workflows are subpar, even just a basic onboarding workflow is hard to build out Review Source GC Gustavo C. IT Administrator Medical Practice Used the software for: 1-2 years ### "Excellent tool" April 26, 2021 5.0 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 Review Source JES Juan Eduardo S. Soporte de Sistemas Used the software for: 6-12 months ### "I've never before used a helpdesk software so easy " July 25, 2018 4.0 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 Review Source VR Verified Reviewer Teaching Assistant Higher Education Used the software for: 6-12 months ### "The best and easy way to manage all your IT support requirements" October 16, 2017 5.0 Pros Their ease of use, their customer support. The feature set is the best, they have all the functionalities needed and more. Review Source SB Spencer B. Software Engineer Computer Software Used the software for: 6-12 months ### "Invgate Review. Great product!" September 25, 2018 4.0 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. Review Source CL Christopher L. Senior engineer Mechanical or Industrial Engineering Used the software for: ### "Great software" December 7, 2017 5.0 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 Review Source JF John F. IT Support Specialist Government Administration Used the software for: Less than 6 months ### "Amazed that this good a service desk product exists for this price" April 10, 2018 5.0 VALUE. This product does everything we wanted for an amazingly low cost. 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.) Review Source OC Oscar C. Owner Computer Software Used the software for: 1-2 years ### "Powerful tool to work in a real collaborative way " January 14, 2016 4.0 Pros The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process Cons It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them. Review Source MC Malcom C. IT Consultant Computer Software Used the software for: 6-12 months ### "I love this project!" September 11, 2018 5.0 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. Review Source DA Diego A. Consultant Pharmaceuticals Used the software for: 6-12 months ### "In the company and in my area were very pleased with the product and I" January 15, 2016 3.5 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. Review Source JG José G. Used the software for: ### "Really Revolutionary Solution !!" June 12, 2015 5.0 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. Review Source AG Andres G. IT Vice-president Used the software for: ### "Excelent solution easy-to-learn and easy-to-use " August 31, 2015 5.0 InvGate is a SaaS than can be used for Customer Support teams in business of any size, boosting the satisfaction level of the customers and accompanying the growing of your business. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.