InvGate Service Desk Erfahrungen

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.

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.

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.

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.

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

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.

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.

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

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

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.

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.

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).

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.

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.

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.

The dashboard allows a simplified view of the operation of the day
Knowledge base to help users
AD integration is easy to configure

It´s not easy configurate multiproperty or support groups, the granularity of the tool complicates a process that should be simple

Their ease of use, their customer support.
The feature set is the best, they have all the functionalities needed and more.

The best thing that product does is the easy way that you can implement (you really can) very complex ITIL base process

It not manage CMDB concepts. I mean, you cannot have configuration items, relations and useful information about them.

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

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.)

Popular request section helps you to find and raise request for frequently used services.
All service requests are categorized nicely and are convenient to find by browsing through categories.

requests are difficult to find via search functionality. Search often returns irrelevant results.
Overall UI of the can be improved. Feels clunky and old.

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.

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.

good reports, nice traking, easy to use, very fast,

it would be nice to have a chat