InvGate Service Desk Erfahrungen

This service has many functions and at the same time is easy to install and use. If you do not have any experience with products, it will take 30-40 minutes to install and configure the software. So I'll say that before you a cool service that allows you to set up work processes and accelerate the work in teams, with a minimum of effort and time. I am also happy about the possibility of integration with other programs, for example, Confluence.

I think that the only drawback of all such products is their high cost. Otherwise, I did not have any complaints.

I like that the tickets can be designed to be used very simple and you can require any level of detail you'd like from the user. I also like that you can program a search bar for the participant while they are creating a ticket in case they can find the info they are looking.

I also like that Service Desk can be integrated with confluence and there is a section in the ticket for the administrator where I can easily reference an article for the client.

I think the ticketing system is not as flexible as writing a simple email, and I don't like that when you are responding to a person's request you can't really see their original question while you're typing their answer.

Also, running a report of all of the questions is very difficult to do in a clean way, and I have to use a legend of my creation in order to translate the code name of the topics to English names.

Good Customer Portal
Customer Satisfaction Ratings
Gamification

Knowledge Base layout is great
Workflows are subpar, even just a basic onboarding workflow is hard to build out

Your tracking tickets and SLA. Its essential to achieve your goals.

This product contains flaws when it comes to making reports. While it is good, when it comes to extracting a large detailed data report, it throws errors that have not yet been fixed.

it is a very easy software to use and configure, adapt to our business needs.
provides stability in the ejecution process,
the time customer support its satisfactory
its is softwate that is kept in constant updates

the relationship Price vs Product it's not agreement.
the report module its very complicate to use and configure,
dara extraction is complicated

It's easy to use and practical software to managment IT support.

I think is a very complete software, and is good knowledge feature

We have been using it for over a year now, with no issues at all. Everything we
wanted from the software, it delivered.
Very easy to use, very powerful to fit your needs, and very good customer support.

No issues so far. Great assistance from Customer support, very reliable. Sometimes times worked on issues do not update correctly.

The best thing that Service Desk has is its dashboard and knowledge base.

As a point to improve, I would incorporate project management for those requirements that require more time and resources.

What I like most about this software is its simplicity. However, it's robust at the same time.

It's still difficult to find some older request made by different users and collaborators.

It speeds up the operation of the sector, optimizing response times between the user and the help desk.

It lacks a section for projects, internal department, where you can be assigned time and human resources and materials.

Good looking, simple to use interface. Does everything we need, without being overly complicated. Support is very responsive, and includes our requests in future versions frequently. Our end users really like it, too.

Can't think of many cons with Service Desk. Only con I can think of is the licenses are per user and not transferrable to another user.

Its simplicity for the users to get used to it.
It was a vital tool in order to organise our department.

It is a bit difficult to find some problems that we solved in the past and there was some problems with the assignment of tickets.

The support of the Invgate team and its partners during the project was excellent.
The hardware requirements are minimal, the performance in the testing has been fantastic, as has the migration process.
The support is constantly taking suggestions for improvements and working on them.

The reports could be improved, and some behaviors between tickets and workflows could be differentiated (in some cases you can not differentiate behaviors between both as the detail of the mail that is sent to the users).

What I really like about it the most is that they make it simple to customize forms, workflows, etcs.

There is no online phone support. You have to use the online support help desk in which I am not crazy about doing things like that online. I would rather speak with a person but it is still pretty simple.

You can manage everything there:
- ITIL processes
- Services and incident management
- IT department management
- Gamification: with this feature we were able to align the team with the goals and dramatically increase the motivation

Hard to find one. So far we are very happy with the product and support services.

Invgate is doing things in a total different way as the tradicionals Service Desk Tools, from his Starting Page to the last of his employees the company is really fresh !!

They have to grow faster, it´s a matter of time.
I really don´t have a thing of the solution that I like least, since we chose Invgate, we are really satisfied with the tool.

I was responsible for scoping. purchasing and implementing this solution. Was a great experience all the way through from Sales to implementation to support. I would highly recommend InvGate.

This company is still fairly new in the marketplace but team is highly accommodating to new feature requests.

Reduce the number of calls to the office for technical assistance
Centralize all pending work, and performed in one place.
That the user has options of manuals to solve problems himself.

The time it takes to configure all the options of the forms.
The way in which the system shows the updates of the case open to the user.

Modern HTML5 look and feel. Mobile interface. Fully customizable. Out of the box real-time reporting and analytics. Multiple KPI and scorecard developments

None

The simplicity at the implementation / integration with our Enterprise. We are very satisfied with the customer Support at the reply's time and quality of the service.

Maybe the way the system Works when add collaborators.

Invgate is based on solials networks. Is has a user friendly interface.
A vendor is very aware to de customer needs

not things that dislike me. the product is very complete and reliable

What is the most used part of reports of incident resolution time.

we had to generate some inquiries out of the product such as searches for text in message bodies.

Product is easy to understand and looks great – mobile view is best in class

Not a huge list of high-profile customers- can make finding other users challenging