InvGate Service Desk Erfahrungen

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

More thought needs to be put into external-customer systems

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

Cloud based
Look and feel
Simple use
Knowledgebase

Nachteile

Sometimes complex to make automatic workflows
Avoid repeating the same claims

Vorteile

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!

Nachteile

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

Vorteile

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

Nachteile

customer Support could be better They have long Hold times And the staff could be a whole A lot more friendlier

Vorteile

Value for the money. This is a "Top Five" Service Desk platform for less than a quarter of the next best / cheapest option.

Nachteile

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.)

Vorteile

its versatility, reports, amount of information provided.

Nachteile

There's no phone help desk, only an online support board.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

This product would be perfect if its gonna have a mobile app notify. And none so much, so far I really like this product.

Vorteile

InvGate represents the harmony between a great software product and excellent graphic interface for the end user

Nachteile

We have no things we do not like this software. We think is a good product with low cost.