InvGate Service Desk Erfahrungen

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

I like the fact that it assigns a ticket number to your request and that you can use the ticket number to review your request even though you can only do it via phone call

Nachteile

it assigns multiple tickets that have no relation to each other to your service requests. And when you get a reply back via email that your service desk ticket has been submitted there's no references to what you called about so if you put multiple tickets and then you have no idea what your ticket was about

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

Personalization is the best option of this soft. is a tool that is modeled to the extent of the help desk you want to create.

Nachteile

In my understanding, the lack of quick search for support tickets by user name that created it, is the biggest flaw in the system

Vorteile

The user interface is intuitive for quick adoption. Electronic workflows with forms management allows us to incorporate many business approval processes into a user request.

Nachteile

Have not had any issues or complaints that are of any major concern. Possibly more built in dashboard reports to work from that can be quickly adapted rather than start form scratch.

Vorteile

Love how easily it let me implement ITIL process and get my team to work together.

Nachteile

More thought needs to be put into external-customer systems

Vorteile

The best thing is that it is easy to install and very friendly for the final users. The after-sales service is also very good. It is worth investing in an application of these characteristics

Nachteile

It would be very useful if it could identify and avoid duplicating similar claims.

Vorteile

you can add a simple workflow in seconds or a complex one in minutes. is easy put your own process to work.
The integration with Active Directory works great.

Nachteile

If you want go for a medium complex implementation, you will need consultancy. The setup is easy, the support is fine, but is not enough.
More integration with Office 365 will be necessary soon.

Vorteile

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

Nachteile

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

Vorteile

The usability and flexibility of the product as well as the great customer support was decisive.

Nachteile

Not available as an app on Microsoft 365
Not available as a mobile app

Vorteile

Cloud based
Look and feel
Simple use
Knowledgebase

Nachteile

Sometimes complex to make automatic workflows
Avoid repeating the same claims

Vorteile

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

Nachteile

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

Vorteile

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 !!

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

None

Vorteile

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.

Nachteile

Maybe the way the system Works when add collaborators.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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