InvGate UK

Service Desk

4.5 / 5 8 reviews

Who Uses This Software?

Medium to large organisations. Private enterprises in all industries, Government Organisations, NGOs and Educational Institutions all rely on InvGate Service Desk to meet ITSM needs.


Average Ratings

8 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • InvGate UK
  • www.invgate.co.uk/
  • Founded 2004
  • United Kingdom

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
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

Service Desk Reviews Recently Reviewed!

Great software, easy to start, easy to use, excellent support

Aug 31, 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: Its quality and flexibility. It is very easy to start using it, with a few clicks you will have all set up
Their Custom Reports module is the best I've ever seen.

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.

Great Ticketing Solution

Jan 25, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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

Overall: 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.

Recommendations to other buyers: Definitely get InvGate Assets, the two together can be a powerful tool

Cool Product

Oct 05, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: The out of the box is simple. It's process flows are very much well defined. The configuration are an easy setup

Great option for your IT service processes

Jan 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Service Desk helps us to manage all our IT service processes tracking issues and incidents of 1000 users with 25 technicians, supervisors including.

What I like of Service Desk is that you can completely and easily customize your IT support process with custom forms, fields and workflows and create reports for your own.

The best

Aug 28, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This is one of the best software for the manage of IT, we are using it for two years and they are growing better.

Simple and very easy to use.

Aug 05, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This product is a very powerful tool for managing incidents and requirements, with easy and intuitive capabilities. It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.
It is aimed at mid range companies with excellent performance and price.
As a expert in ITSM area i recommend this product.

Excellent Product

Jul 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: An excellent solution for incident management, easy to install, easy to configure and easy to use. It's very robust and its integration with InvGate Assets makes it one of a kind!
Highly recommended!