InvGate Service Management Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

- 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. Review collected by and hosted on G2.com.

- 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What I like best about InvGate Service Desk is that allows my organization to gain visibility Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What is multi-departmental and I can use it in various areas Review collected by and hosted on G2.com.

That it does not have the function to make requests through WhatsApp Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.