InvGate Service Desk Erfahrungen

Currently we are working to relaunch our help desk, because after the good reception of the clients we saw the need to adjust several additional options of the product.

No Mobile App available for the users Android and IOS

La posibilidad de automatizar procesos. Contribuyó al cambio organizacional que estabamos buscando. InvGate fue nuestro mejor aliado.

Quizas lo que menos me gusta es el precio, un tanto costoso, pero lo vale.

Fácil de usar, intuitivo, colores adecuados.

Nosotros exportamos los reportes de manera mensual para su análisis interno, a veces ustedes cambian la estructura de la base de datos y cuando descargamos los reportes para subirlos a nuestra plataforma de análisis no muestra información porque la estructura de las tablas cambió.

Affordable
Easy to setup
Ability to use variables when creating a ticket
Ability to add observers and collaborators to a ticket
Easy to do things like reassign and escalate

No Due Date field unless you use SLAs
No ability to delete a comment or edit a comment
If you add a comment before selecting Solve (which ultimately closes the ticket), you have to enter your solution again and select Solve for your solution to show up as the resolution
If you added a comment to a ticket when the owner has an out of office notification turned on in their email, the out of office email would create a new ticket
When printing out a lit of tickets for a user, the font is so small, it's hard to read. Took me a while to come up with a roundabout way to do it so that it was easily readable.
Each comment in a ticket doesn't have the day and time the comment was made. You get more general time stamps like "14 hours ago", "2 weeks ago", or "a month ago". Would be useful to know the date and time so that you can tell if something was done at the end of the day or the beginning.

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.

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.

El producto se adapta a tus necesidades y no la empresa al producto, la resistencia al cambio por parte de los usuarios es mínima ya que el look and feel de la plataforma es muy intuitiva. Para toda aquella empresa que va empezando con la automatización de procesos es una gran opción y para las que buscan algo robusto estoy seguro que encontrarán muchos plus en esta.
El proceso de creación de mesas de servicio y catálogos de servicio, se resuelven con un par de clics, el apartado de automatización que ofrece es muy amplio, incluye SLA's, gamificación, base de conocimiento y te permite crear múltiples mesas de servicio o bien aplicar reglas de visibilidad dentro del catalogo lo que permite dar ofertas independientes por clientes.
Uno de los puntos más destacables es el soporte técnico por parte de fabricante, respuestas rápidas y soluciones integrales.
Ofrece integración directa con Gestión de Activos lo que potencializa los alcances de cualquier proyecto.
Es una plataforma SaaS lo que elimina todos los gastos en infraestructura y tareas de mantenimiento.

Que pudiese mostrar fronts distintos para cada necesidad, es decir que usuarios específicos accedan a un portal personalizado y puedan crearse varios.

Su facil adaptacion, el amplio alcance, los indicadores

El precio, algunas falencias en el desarrollo

Lo que más me gusta de Invgate es la lógica de configuración y funcionamiento tan sencilla que tiene. La nueva mesa de ayuda que hicimos para RR.HH. la pudimos configurar nosotros internamente sin consultoría.

Creo que la Gestión del Cambio puede mejorar mucho más. Incluir objetos, aprobaciones y demás cosas.

Tiene todo lo que necesito, es facil de usar, de implementar y de administrar, la interfaz es muy agradadable, el seguimiento a los tickets es muy facil

Que en ocasiones no carga la pagina, son pequeños lapsos de 10 segundos y ya casi no pasa pero sigue estando presente

It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure

it would be missing that the entry of the initial information of the users in the requirements is improved

- Easy to setup and easy to understand on daily usage, the relations between grouping, help desk and catalog is superb.
- Query builder is the one I like most, consistency across the system, you learn once and you can use similar familiar query.
- Gamification is fun!

Built-in integrations to other platform or service is somewhat rather limited. But workaround for webcall and inbound API is welcome.

La plataforma InvGate Service Desk cumple con los requerimientos del Marco de trabajo de ITIL lo cual facilita ajustarla a los procesos del negocio y fácilmente crear las estructura organizacionales de mesas de ayuda que permitan gestionar toda la dinámica de soporte no solo en el área de TI sino en cualquier otra área que trabaje con ANS y ofrezca soporte a los servicios que ofrece.

Faltaría integrar herramientas de control remoto y chat bots para automatizar tareas de soporte repetitivas que faciliten la autoatención de los usuarios y sean más dinámicos que los FAQs

Todo, la verdad es que es una herramienta muy intuitiva, tanto para los administradores como los clientes finales.

Lo único que aún no está funcionado al 100%, es la Base del Conocimiento, dado que cuando eliminamos algún artículo, este no desaparece inmediatamente del sistema, teniendo que levantar tickets de soporte a Invgate para que nos ayuden a limpiar la base (un detalle menor).

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.

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.

-Very good end-user experience
-Never miss a request
-Integration with JIRA
-Application integration (widgets)

-Setup is tedious
-Getting the correct permissions for all agents/users is a frustrating experience
-Somewhat confined to canned reports with little customization

Utilizamos el producto ServiceDesk desde hace varios años ya, y la verdad es una solución que nos tiene muy conforme, destaco la facilidad de uso tanto para el usuario administrador, operador, y el mas importante aún el usuario final, porque si la plataforma no es amigable, intuitiva y fácil de usar, el usuario final encuentra otros caminos. Esta plataforma cumple de forma excelente con todas nuestras necesidades.

No se me ocurre nada que no me guste del software ServiceDesk

Ease of use and configuration.
The product creates ticket automatically from emails and phone calls. Our users can create their own tickets which saves us a ton of time. I was able to setup a few groups so that I could setup different level for service.

My tech support users do not have as much access as I would like them to have.

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.

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.

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.

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.

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.

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.

El producto es fácil de configurar y tambien es muy sencillo el uso para los usuarios finales y los grupos resolutores.
Por otro lado el soporte de la herramienta es excelente.

Nosotros usamos la herramienta desde diciembre del 2015 y, si bien mejoró, considero que se puede seguir trabajando en lo que respecta a las actualizaciones de las versiones para que no haya ningún tipo de impacto en los que usamos Invgate.

Fácil de usar, amigable y practico de cara al usuario, tiene mucha usabilidad, se puede personalizar según categorías y grupos, la administración es sencilla, permite seguimiento y monitoreo de solicitudes de forma rápida, se emiten gráficos para la toma de decisiones de mejoras

Le sumaria una funcionalidad que permita seleccionar varias solicitudes, agruparlas, para asi resolverlas o cancelarlas todas a la vez, y con esto no tener que ir una a una para cancelarlas.

- Sencilla de implementar. Todo está parametrizado.
- Altamente usable. Tanto para amdinistradores como para los usuarios.
- Incorporar automatizaciones es muy sencillo.
- El soporte del equipo de Invgate es excelente, desde el customer sucess manager, hasta el personal de soporte.
- Están abiertos a feedbacks, ideas, lo cual fortalece la relación-proveedor.
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Estadisticas de los artículos del KB puede mejorarse significativamente.

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.

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.