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InvGate Service Desk

Score8 out of 10

4 Reviews and Ratings

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What is InvGate Service Desk?

The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.

Categories & Use Cases

Media

Incident Management
Built In and Customizable Reports
Knowledge Base

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Key Features

Learn about the best (and worst!) features InvGate Service Desk has to offer, as determined by TrustRadius' reviewers.
Based on 4 ratings of InvGate Service Desk's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • Self-service tools

    Repository of information documenting common issues and known resolutions which can be accessed directly by users

    Category average: 8.3

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

Areas for Improvement

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.4

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 8.4

  • Service-level management

    Process for negotiating agreements regarding service level expectations, and ensuring these are met

    Category average: 8.6

Reviews

What users are saying about InvGate Service Desk.
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3 years with InvGate

Incentivized
Kevin SmithView profile
Information Systems Manager in Information Technology at TransCore (1001-5000 employees employees)

Pros

  • Set-up of system.
  • GUI is user-friendly.

Cons

  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.

Return on Investment

  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.

Alternatives Considered

BMC Track-It!

Other Software Used

K2 Platform, Helix ALM (formerly TestTrack), Tableau Server, Tableau Desktop, Veritas Backup Exec, Meridian, Microsoft 365 Business

InvGate Service Desk--the easiest and most user friendly tool ever!

Incentivized
Verified User
Employee in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

This application gave us incredible capabilities like a team-based ticket structure that allowed us to connect various organizational responsibilities for quicker issue resolution. They charge very affordable rates for their services. It is a very collaborative system that maintains communication between distant teams. We are saving time because of the user-friendly interface and the fact that team members aren't taking enough time to fully understand this technology.

Pros

  • Service Desk Analytics
  • Integrate With CMDB
  • Ticket Management

Cons

  • Ticket Management
  • Service Desk
  • Workflow Management

Return on Investment

  • This is very user friendly for my beginner team. To manage the tool.
  • This is easily accessible via mobile devices, allowing us to carry out a variety of tasks while out of the office and saving time.
  • Can easily replicate organization structure and customize our workflows.