# InvGate Service Management Reviews **Vendor:** InvGate **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 20 ## About InvGate Service Management Invgate Service Management (IGSM) is a highly customizable no-code solution for Enterprise Service Management. It features a drag-and-drop workflow builder with built-in integrations, embedded AI-capabilities, an AI-powered Virtual Agent, a full-featured Service Desk, and more. InvGate products stand out in the market for their ease of configuration, use and management. The company's pragmatic approach to product development means we prioritize customer experience over flashy headlines. And this has been validated by clients ranging from NASA (JPL), to PeoplesBank, from Collins Aerospace to PwC. InvGate Service Management is integrated with InvGate Asset Management, supporting the most important ITIL practices. ## InvGate Service Management Pros & Cons **What users like:** - Users value the **automation capabilities** of InvGate Service Management, which streamline workflows and save time on tasks. (1 reviews) - Users find the **deployment ease** of InvGate Service Management allows quick rollout across various departments effortlessly. (1 reviews) - Users find InvGate Service Management to offer **ease of use** , streamlining processes across departments with intuitive design. (1 reviews) - Users value the **efficiency** of InvGate Service Management, which streamlines ticketing and enhances response times across departments. (1 reviews) - Users value the **intuitive and flexible design** of InvGate Service Management, enhancing efficiency across various departments. (1 reviews) - Flexibility (1 reviews) - Intuitive (1 reviews) - Pricing (1 reviews) - Response Time (1 reviews) - Service Management (1 reviews) **What users dislike:** - Users find the **setup complexity** of InvGate Service Management challenging, hindering effective training and usage. (1 reviews) - Users find the **complex setup** challenging, making it difficult to effectively train employees on the system. (1 reviews) - Users find the **import limitations** in InvGate frustrating, as third-party app integrations require extra setup. (1 reviews) - Users find **integration issues** with InvGate, requiring extra setup for third-party apps and affecting overall experience. (1 reviews) - Users find the **learning curve steep** , making it challenging to train employees for optimal service use. (1 reviews) - Limited Customization (1 reviews) - Limited Features (1 reviews) - Limited Integration (1 reviews) - Limited Integrations (1 reviews) - Limited Reporting (1 reviews) ## InvGate Service Management Reviews ### 1. A Cost-Effective ITSM Solution That Gets the Job Done **Rating:** 3.5/5.0 stars **Reviewed by:** Dov H. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about InvGate Service Management?** InvGate Service Management is intuitive, flexible, and easy to roll out across IT and other departments like HR and facilities. The visual workflow builder and automation rules save tons of time by streamlining ticket routing and approvals. Built-in SLAs, reporting, and a user-friendly portal make it easy to manage requests and improve response times. It’s a powerful yet cost-effective alternative to more complex ITSM tools. **What do you dislike about InvGate Service Management?** While InvGate is powerful and user-friendly, some areas could use more polish. The reporting tools are solid but could benefit from more advanced filtering and customization options. Integrations with third-party apps are somewhat limited out of the box and may require extra setup. Occasionally, UI responsiveness can lag when handling large data sets. **What problems is InvGate Service Management solving and how is that benefiting you?** InvGate Service Management has helped us centralize and standardize internal support across IT, HR, and facilities, replacing scattered email requests and inconsistent processes. It ensures tickets are properly categorized, routed, and tracked with clear SLAs. This has improved response times, reduced manual follow-ups, and given us better visibility into team performance and recurring issues. ### 2. Streamlined IT Support with Invgate Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2024 **What do you like best about InvGate Service Management?** To date, I love that Invgate Service Desk has a simple and user-friendly interface together with expandable business processes to optimize the creation of tickets in helping the management accomplish various IT support requests. **What do you dislike about InvGate Service Management?** It should be noted that, despite the number of functions implemented in Invgate Service Desk, some of them can be rather difficult to set up, which could create a problem in terms of training existing employees to make optimal use of the offered service. **What problems is InvGate Service Management solving and how is that benefiting you?** Gaps in poor incident management, slow response times and lack of visibility of ITSM services is addressed by Invgate Service Desk. This is advantageous to me in that response time to users is enhanced, user satisfaction is increased and service request and performance can be easily monitored which in turn will promote efficiency in IT services. ### 3. Excellent ServiceDesk Solution that everyone likes! **Rating:** 4.5/5.0 stars **Reviewed by:** Patricio I. | Consultor TI - Ciberseguridad e Infraestructura, Small-Business (50 or fewer emp.) **Reviewed Date:** January 05, 2024 **What do you like best about InvGate Service Management?** - Very easy to implement and user-friendly for configuring/maintaining the product. - It easily adapts to any methodology you want to use for high-performance work teams (ITIL, Agile, among others). - Not only can IT teams benefit from it, but also other departments like HR, Accounting, and other teams that share work cases or processes. - From my point of view, the best thing about the product: Its graphical interface is unbeatable, easy, and intuitive for all end users, and I don't know anyone who is not satisfied with this product. Several people told me it has a social media-like interface that makes life easier. **What do you dislike about InvGate Service Management?** - In the Playstore, I didn't find any App to use it from Android/IOS. - It doesn't have integrated remote control tools to streamline Support, although this is easily complemented with other products that are exclusive for remote support. - A downside (but it can also be an advantage depending on the organization's needs) is that neither the agents nor the end users can edit a post once it has been responded to; only the administrators can do so. **What problems is InvGate Service Management solving and how is that benefiting you?** - They help improve the quality of service through the organization of tickets, prioritization of them, and their tracking. - Automated reports. - Its ease of use facilitates the rapid adoption of the product by end users. ### 4. Analysis and Evaluation of the IT Service Management Solution InvGate **Rating:** 4.5/5.0 stars **Reviewed by:** Diana B. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2023 **What do you like best about InvGate Service Management?** Ticket and request management: The solution offers comprehensive management of tickets and requests, which helps organizations effectively handle requirements, incidents, problems, and changes. It allows smooth communication between the support team and users, ensuring timely response and efficient resolution. **What do you dislike about InvGate Service Management?** Limited customization: Some users have mentioned that the customization capability of InvGate Service Desk may be limited compared to other solutions on the market. This can be a challenge for organizations that require a more specific adaptation of the tool to their particular needs. **What problems is InvGate Service Management solving and how is that benefiting you?** InvGate Service Desk solves problems related to efficient ticket and request management, improvement of user experience, process automation, tracking and reporting, SLA compliance, and continuous improvement. These benefits allow organizations to provide quality support, optimize team productivity, and offer a satisfying experience to end users. ### 5. A solution to organize and automate help desk processes **Rating:** 4.5/5.0 stars **Reviewed by:** Cristian P. | Security and Investigations, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2023 **What do you like best about InvGate Service Management?** This software offers the ability to manage and automate help desk processes efficiently. Additionally, it allows for the management of multiple operations on a single platform, which is user-friendly and easy to use. It features various configurations and options for creating trees so that customers can quickly identify the type of support they need. Furthermore, it allows for the creation of "do it yourself" manuals, which are automatically displayed when a relevant term is detected in the subject of the incident. This makes it easier for people to view and resolve issues more simply. **What do you dislike about InvGate Service Management?** Currently, there are some issues found in the tool's processes since it is software created by people. Some updates cause problems, resulting in slow technical support in providing responses and solutions. For example, I currently have an incident with automation for sending maintenance notifications. When I change the incident time, it does not update, and I have to create an entire notification automation to send it at a different time. **What problems is InvGate Service Management solving and how is that benefiting you?** The benefits of this cloud software are high, because it is cloud-based, people can access it from anywhere. As an administrator, you can manage who can access which support tree and who cannot, attending to various companies and also cataloging various incidents not only in IT but also in HR for stationery requests and more. It is easy to use, very detailed in what can be done, various requests can be automated, forms can be created to one's liking, and instructions can be added in case there are people with issues that have an easy solution, which the person themselves can solve through manuals and videos. ### 6. Elegant and intuitive **Rating:** 5.0/5.0 stars **Reviewed by:** Esteban G. | Customer Support Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2023 **What do you like best about InvGate Service Management?** There's only few Service Desk suites with such intuitive UX that makes easier for the user to navigate through it, implementing it in business is a smooth sailing because is easy to understand and streamlined **What do you dislike about InvGate Service Management?** It's a bit closed when it comes to personalize it for specific business, part of making it easier is making harder to find out the more advanced options, as the user could probably mess up with the platform. **What problems is InvGate Service Management solving and how is that benefiting you?** Keeping check of issues and the SLA times in which every single ticket is resolved, as well as a simple and understandable UI, showing clients how to use goes extremely smooth. ### 7. InvGate Service Desk is must-have partner for IT services **Rating:** 5.0/5.0 stars **Reviewed by:** Hernan F. | Technical Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about InvGate Service Management?** What I like best about InvGate Service Desk is that allows my organization to gain visibility **What do you dislike about InvGate Service Management?** What I dislike about InvGate Service Desk is that I can't get a certification from the manufacturers, also there's no a clear learning "road" to follow and become an expert user. **What problems is InvGate Service Management solving and how is that benefiting you?** It allows my organization to easily make internal requests to teammates and collaborate with them in external clients requests too. It helps planning work for the future. ### 8. The most intuitive service desk **Rating:** 5.0/5.0 stars **Reviewed by:** Alvaro P. | Profesor Particular de Programación, Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2023 **What do you like best about InvGate Service Management?** The intuitive interface that it has, with the differentiation of UI for end users, agents and administrators. Added to the ease and speed with which you can make reports, is what stood out the most about this solution. **What do you dislike about InvGate Service Management?** For some help desks it is necessary to better segment the visibility by collaborators and observers, currently the ability to remove collaborators from certain tickets that could be reassigned is lacking. **What problems is InvGate Service Management solving and how is that benefiting you?** What this product solves is to achieve a single point of contact between different collaborators of an organization, as well as users, third parties and members of the LOB. ### 9. Tool to consolidate all company management, multi-departmental **Rating:** 5.0/5.0 stars **Reviewed by:** William G. | Ingeniero Soporte, Computer & Network Security, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2023 **What do you like best about InvGate Service Management?** What is multi-departmental and I can use it in various areas **What do you dislike about InvGate Service Management?** That it does not have the function to make requests through WhatsApp **What problems is InvGate Service Management solving and how is that benefiting you?** I have the entire catalog of services for both internal and external users. ### 10. The Service Desk Software. **Rating:** 4.5/5.0 stars **Reviewed by:** Saudamini J. | Director Of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2021 **What do you like best about InvGate Service Management?** This tool provided us amazing features like team-based ticket structure so we can link different roles of our organization together for faster issue resolution. They are providing their services in very reasonable prices. It is a highly collaborative system which keeps remote teams connected. The interface is user-friendly and team members are not taking enough time to learn this technology completely which is also time saving for us. **What do you dislike about InvGate Service Management?** Everything is working well but still we often faced some issues with its functionalities but when we contacted to their support team, they just solved our problem quickly and we did not face the same problem again, so the team is supportive enough we do not find any problem with this tool. **What problems is InvGate Service Management solving and how is that benefiting you?** A better solution with almost all the features for our company. We required some functions like most intuitive ticketing process with ability to create multiple support groups within the system so we can easily replicate organization structure and customize our workflows and yes, it is providing all these services to use with great efficiency. This is very user friendly for my beginner team. This can easily be accessed from mobile phones so we can perform so many operations from mobile phones which saves our time when we are not in office. ### 11. Easy way to get Helpdesk Requests to our Techs **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2018 **What do you like best about InvGate Service Management?** This software makes it easy to keep up with communications between user and tech assigned to fix our IT glitches. **What do you dislike about InvGate Service Management?** Sometimes the conversations can come out a little bit out of order, but it is something I can look over. **What problems is InvGate Service Management solving and how is that benefiting you?** This is a quick, concise, and easy way for our school system to list all helpdesk tickets in one place and have them solved quickly. ### 12. Easy to use all the features you need nothing you dont **Rating:** 5.0/5.0 stars **Reviewed by:** Chris H. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2018 **What do you like best about InvGate Service Management?** It is easy to use, simple interface. It isn't crammed with every imaginable feature **What do you dislike about InvGate Service Management?** Some of the things that cant be customized, or at least that they aren't obviously customizable like the severity level. The Azure integration could be better **Recommendations to others considering InvGate Service Management:** Work on integration with Office 365 **What problems is InvGate Service Management solving and how is that benefiting you?** Problems were not being reported and IT was unaware until it was an emergency ### 13. Gets the job done **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2018 **What do you like best about InvGate Service Management?** Bigger navigation menu and ticket issue selections. **What do you dislike about InvGate Service Management?** Stalls sometimes at network busy times but great other than that. **Recommendations to others considering InvGate Service Management:** Highly recommended **What problems is InvGate Service Management solving and how is that benefiting you?** Collaboration of different workers on the team at once. And fast ticket implementation. ### 14. Responsible for scoping, purchasing and implementing the solution. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2018 **What do you like best about InvGate Service Management?** Ease of use, excellent company to work with from sales to implementation to support. **What do you dislike about InvGate Service Management?** Excellent company all around, no major issues. **What problems is InvGate Service Management solving and how is that benefiting you?** Service Desk and Asset Management ### 15. The best Service Desk app in the market **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2017 **What do you like best about InvGate Service Management?** 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. **What do you dislike about InvGate Service Management?** None, they are the best option for IT Service Management, from their featureset to the excellent customer support. **Recommendations to others considering InvGate Service Management:** Just giv it a try, you will not regret **What problems is InvGate Service Management solving and how is that benefiting you?** The whole end user Technical Support process. ### 16. Powerful tool to work in a real collaborative way **Rating:** 4.0/5.0 stars **Reviewed by:** Oscar C. | Gerente de Servicios Profesionales, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 14, 2016 **What do you like best about InvGate Service Management?** The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process **What do you dislike about InvGate Service Management?** It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them. **Recommendations to others considering InvGate Service Management:** Easy of use and implement is a central thing you have to evaluate strongly. Also you have to keep an eye over reporting and dash boarding possibilities **What problems is InvGate Service Management solving and how is that benefiting you?** We're working very well creating tickets for incident, problem and implementation purpose. We have very quick information for every customer usage time activities. Other benefits is a easy way to collaborate each other (client, agent, observers, contributors). ### 17. It's the best solution to service desk! **Rating:** 4.5/5.0 stars **Reviewed by:** Gabriel A. | Administrador Storage e Infraestructura VMware, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2016 **What do you like best about InvGate Service Management?** The simplicity at implementation/configuration, the easy way to use and deploy at the Enterprise. **What do you dislike about InvGate Service Management?** When someone closes the ticket, automatically deallocate them as a collaborator. **What problems is InvGate Service Management solving and how is that benefiting you?** The interaction with the users. The response times and the quality of them. ### 18. Friendly and easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2016 **What do you like best about InvGate Service Management?** Invgate is based on solials networks. Is has a user friendly interface. **What do you dislike about InvGate Service Management?** not things that dislike me. the product is very complete and reliable **Recommendations to others considering InvGate Service Management:** InvGate is very easy to use and admin. The users in my company very satisfied with the product **What problems is InvGate Service Management solving and how is that benefiting you?** Invgate I allowed us to order the requirements that entered to IT department ### 19. The best Incident Management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Oscar B. | Consultor Seguridad Informática y TI, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 16, 2015 **What do you like best about InvGate Service Management?** It is very easy to install, simple to use, very comprehensive, and the most outstanding feature is the integration with InvGate Assets, which makes it unmatched in capability. **What do you dislike about InvGate Service Management?** There is nothing that I dislike, the solution is really good. **Recommendations to others considering InvGate Service Management:** I recommend it for: - Simplicity of implementation - Simplicity for the client user - Easy to configure - It is very complete - The Dashboard is fantastic - The integration with Assets makes it unique **What problems is InvGate Service Management solving and how is that benefiting you?** The tracking of incidents and the possibility of applying workflows allowed us to have accurate information about the strengths and weaknesses in support attention. ### 20. The best on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2015 **What do you like best about InvGate Service Management?** InvGate Service Desk has revolutionized the help desk tools market, it is very easy to implement and use, and users have full knowledge of the services they receive. **What do you dislike about InvGate Service Management?** You must obtain some certifications like Pink Elephant or ITIL. **What problems is InvGate Service Management solving and how is that benefiting you?** user support. The response time was reduced and the perception of the help desk was improved. ## InvGate Service Management Discussions - [Does InvGate Service Desk offer an API?](https://www.g2.com/discussions/api-3956d587-2c22-44c2-aa94-52a4ce3c40b5) - 1 comment, 1 upvote - [What languages does InvGate Service Desk support?](https://www.g2.com/discussions/languages-5d839bb5-b20a-40ad-b39d-9e0146df73cc) - 1 comment, 1 upvote - [View InvGate Service Management pricing details and edition comparison](https://www.g2.com/products/invgate-service-management/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-07+03%3A41%3A04+-0500&secure%5Bsession_id%5D=a65bbde4-3f56-4bc8-83a4-f1cc386fc6b1&secure%5Btoken%5D=c2c475c5308bff2a3c45a0315c9194973b2a04a923266f6e123515734aed10e3&format=llm_user) ## InvGate Service Management Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - Help Desk** - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support **Agentic AI - IT Service Management (ITSM) Tools** - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top InvGate Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,289 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (957 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews)