--- title: "InvGate Service Management Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about InvGate Service Management Software - reviews, pricing plans, popular comparisons to other Service Desk products and more." source_url: "https://www.capterra.com/p/133392/Service-Desk/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # InvGate Service Management Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) InvGate Service Management ## What is InvGate Service Management? InvGate Service Desk is a modern ITSM solution built for IT service centers of all sizes, with a particular eye on business process and standards compliance, plus a native integration with InvGate's IT Asset Management solution. ## What is InvGate Service Management used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Service Desk](https://www.capterra.com/service-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/) Overall rating Based on 108 user reviews Reviews sentiment Positive 94% Neutral 6% Negative 0% Starting price $17 Other, Per Year Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## InvGate Service Management alternatives Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (2,216)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/133392/Service-Desk/alternatives/) ## FAQs about InvGate Service Management Overview ### What problems does InvGate Service Management solve? InvGate Service Management solves scattered IT requests, email-based support, and unclear ticket ownership by giving employees simple self-service forms, automated ticket creation, configurable workflows, and visible status tracking. IT service desks, internal support teams, department managers, and small-company technical teams benefit from SLA monitoring, approvals, real-time reporting, and centralized communication. Answer based on 21 reviews Overview ### Which roles and teams benefit most from InvGate Service Management? InvGate Service Management benefits IT managers, infrastructure leaders, and CTOs who oversee service delivery, incident handling, and technology operations. Technical engineers and senior support teams use it to track requests, resolve incidents, and manage end-user support. Project, process, and customer service leaders rely on it to coordinate workflows and monitor service performance. Answer based on 103 reviews Overview ### What company size and industries is InvGate Service Management built for? InvGate Service Management is built for midsize and large organizations across industries, with midsize businesses representing 40% of reviewers. It supports private enterprises, government organizations, NGOs, and educational institutions for ITSM needs. Reviewer representation is strongest in Information Technology and Services (12%), Computer Software (11%), and Hospitality (6%). Answer based on 108 reviews Features and Usability ### What are the key features of InvGate Service Management? InvGate Service Management includes core ticket management for incidents and service requests, with customizable forms, service catalogs, SLA management, and automated routing. Differentiating workflow automation supports approvals and multi-department processes, while dashboards and customizable reports track performance. A self-service portal and knowledge base help users resolve common issues. Answer based on 51 reviews Pricing ### How much does it cost and what fees or limitations are included? InvGate Service Management offers Starter pricing from $17 per year, with up to five agents and 999 billed annually; Pro costs 40 per year for 6–50 agents, while Enterprise requires a quote. A free trial is available. Reviewers often call it affordable, though some small teams consider fixed pricing expensive. Answer based on 12 reviews Integrations ### Which third-party tools and platforms does InvGate Service Management integrate with? InvGate Service Management integrates with over 20 third-party tools, including Jira, Microsoft Teams, Microsoft Outlook, Azure DevOps, Confluence, Okta, BambooHR, and Google Calendar. Its catalog also spans service management, identity, HR, collaboration, and development platforms, supporting connections across common workplace and IT operations systems. Answer based on 12 reviews Getting Started and Support ### What training and onboarding options does InvGate Service Management offer? InvGate Service Management provides live online sessions, webinars, documentation, and videos to help teams get started. Live online sessions and webinars support guided learning with instructors, while documentation and videos offer self-paced reference material for setup, feature review, and ongoing support. Answer based on 8 reviews Getting Started and Support ### What customer support options does InvGate Service Management offer, and how do users rate the experience? InvGate Service Management offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representative assistance, and chat. Users often describe support as responsive, helpful, and open to product feedback, with strong guidance during implementation. Some users report long hold times, less-friendly interactions, or a support portal that feels slow. Answer based on 51 reviews Ticketing system ### How well does it handle IT support ticketing? InvGate Service Management makes IT ticketing accessible through configurable forms, workflows, email intake, and clear assignment views. Small business teams and internal support departments value self-service requests, approvals, SLA setup, and collaboration, while some administrators find reporting, ticket exports, status labels, and certain comment and email behaviors less flexible or intuitive. Answer based on 21 reviews ## Features AI summary Based on 1,020 Service Desk reviews Capterra data shows that buyers of service desk software rank the following features as their top priorities: - **Support Ticket Management** (**53%** of reviewers rated this feature as critical) - **Incident Management** (**53%**) - **Service Level Agreement (SLA) Management** (**46%**) InvGate Service Management supports all three of the features reviewers rate highest: **Support Ticket Management**, **Incident Management**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help businesses manage incoming requests, respond to service issues in a timely way, and track service commitments more consistently, allowing teams to deliver more reliable support and maintain service quality. Support Ticket Management 4.8 (14) 35.71% of 14 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Incident Management 4.6 (11) 45.45% of 11 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Service Level Agreement (SLA) Management 4.9 (9) 44.44% of 9 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Real-Time Notifications 4.4 (14) 35.71% of 14 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Self Service Portal 4.5 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Ticket Management 4.8 (17) 64.71% of 17 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues InvGate Service Management 77 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Change Management: Track and monitor efficient handling of all changes/transitions - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Routing: Plan daily routes to optimize employee scheduling and provide directions - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.5 (98) 4.5 Based on 98 reviews ## Pricing Value for money 4.5 (88) Free Trial [View pricing plan details](https://www.capterra.com/p/133392/Service-Desk/pricing/) Starter $17.00 Other,Per Year It includes: - Configuration - Self-Service Portal - Cloud Deployment - Unlimited Free Users - SSO integration - Ticket Management - Knowledge Base - Approval Management Pro $40.00 Other,Per Year It includes: - ITIL Automation - Enhanced Support - Custom Domain With SSL - Reports and Analytics - Incident Management - Knowledge Management - Customer Success Manager - Onboarding and Training Enterprise Custom Quote Available It includes: - On-Premise Hosting - Concurrent Licensing - Advanced Security Configuration - SAML Support - Gamification - Problem Management - Change Management - Critical Incident & Trauma Response Value for money 4.5 (88) 4.5 Based on 88 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Asana](https://www.capterra.com/p/184581/Asana-PM/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Rippling](https://www.capterra.com/p/172127/Rippling/)[ Google Calendar](https://www.capterra.com/p/213340/Google-Calendar/)[ Deel](https://www.capterra.com/p/205015/Deel/)[ Confluence](https://www.capterra.com/p/136446/Confluence/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (105) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (105) 4.6 Based on 105 reviews ## User reviews Overall rating 4.6 Based on 108 reviews Filter by rating Counts reflect reviews available in this feed. 5(73) 4(28) 3(7) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful RE Reviewer IT Analist Used the software for: 3-5 years ### "Help Desk" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 22, 2022 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ML Mordente L. Operations Associate Used the software for: 1-3 years ### "Irresistable Service Management Platform " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 22, 2024 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Adrián F. CTO Used the software for: 3-5 years ### "InvGate Service Desk helps me manage all my IT support requests in one place, making my job much easier!" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 17, 2024 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Verified Reviewer Product Manager Used the software for: 1-3 years ### "Service Desk has made our support manageable" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 October 24, 2019 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Senior Technical Program Manager Used the software for: Less than 1 year ### "Stunningly beautiful yet powerful!" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 3, 2020 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Service Delivery Manager Used the software for: 1-3 years ### "A ticketing system that motivates and engages your users" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 23, 2021 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer IT Manager Authorized Distributor at ESET Colombia Used the software for: 1-3 years ### "This the best Helpdesk cloud based software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 20, 2019 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer IT Manager Used the software for: Less than 1 year ### "Service Desk Invgate" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 November 14, 2019 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Jefe de Infraestructura de Sistemas Used the software for: 3-5 years ### "Very easy to use" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 4, 2018 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Analista de Procesos de Negocio Used the software for: 1-3 years ### "Excellent tool end to end" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 15, 2019 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. 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