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Avis clients sur InvGate Service Management

En savoir plus sur InvGate Service Management

InvGate Service Desk est un centre d'assistance moderne conçu pour les centres d'assistance informatique de toutes tailles.

En savoir plus sur InvGate Service Management

Avantages :

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

Inconvénients :

It assigns multiple tickets that have no relation to each other to your service requests.

InvGate Service Management - Notes

Note moyenne

Facilité d'utilisation
4,7
Service client
4,6
Fonctionnalités
4,5
Rapport qualité-prix
4,5

Probabilité de recommander le produit

9,1/10

InvGate Service Management a reçu une note globale de 4,6 étoiles sur 5 d'après 111 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (111)

Samson
Samson
Support agent (Togo)
Utilisateur LinkedIn vérifié
Immobilier commercial, 2–10 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de gestion clientèle

5,0 l’année dernière

Avantages :

Un très bon support client et simple à utiliser pour travailler à distance. J'apprécie beaucoup et je le recommande. Flexible et avec des meilleurs CRM

Inconvénients :

Un super produit permettant de travailler à distance . Je n'ai aucun problème.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great option for collaborative, ITIL-focused ITSM

5,0 il y a 5 ans

Commentaires : Excellent

Avantages :

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

Inconvénients :

More thought needs to be put into external-customer systems

Cristian
Cristian
IT Manager (Argentine)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Service Desk Invgate

4,0 il y a 5 ans

Avantages :

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

Inconvénients :

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

Greg
Assistant Director of Database Services
Enseignement primaire et secondaire, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : SoftwareAdvice

InvGate Service Desk Review

3,0 il y a 7 ans

Commentaires : InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to fix these, it could be a pretty great product.

Avantages :

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

Inconvénients :

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.

Brian
Director of IT Support (É.-U.)
Hôpitaux et soins de santé, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Our experience with the InvGate Service Desk has been excellent

5,0 il y a 6 ans

Commentaires : I have been able to simplify many processes for our business and provide one place for our users to communicate with various departments within the business.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Internet, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Easy to Create Ticket, rocky metrics creation

4,0 il y a 6 ans

Commentaires : Service Desk is a good tool that can use some additional tweaking so that it can remain resourceful while flexible like writing an email.

Avantages :

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.

Inconvénients :

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.

Chris
IT Manger (É.-U.)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife

5,0 il y a 7 ans

Commentaires : Organization, problem tracking, time management

Avantages :

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.

Inconvénients :

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.

Craig
IT Technician (É.-U.)
Gestion de l'enseignement, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great value for the money

5,0 il y a 6 ans

Commentaires : We are able to integrate several departments together into one solution and to take care of all of our in-house forms with Invgate.

Avantages :

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.

Inconvénients :

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.

Igor
Android Developer (Ukraine)
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

I use the Service Desk as a smart bid control

5,0 il y a 6 ans

Avantages :

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.

Inconvénients :

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.

Gerardo
Gerardo
Jefe de Infraestructura de Sistemas (Argentine)
Utilisateur LinkedIn vérifié
, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very easy to use

4,0 il y a 6 ans

Commentaires : Organize my help desk support

Avantages :

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.

Inconvénients :

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

Nikolay
CEO (Ukraine)
Logiciels, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Convenient service, which allows solving many tasks at the enterprise

5,0 il y a 6 ans

Avantages :

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.

Inconvénients :

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

Martin
CTO (Argentine)
Produits pharmaceutiques, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great solution.

4,0 il y a 6 ans

Commentaires : more control over the user request, more users happy, more business value added.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Administration publique, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

It's very user-friendly

4,0 il y a 6 ans

Avantages :

we're using Service Desk in a government environment. Our users are really happy regarding how easy is this portal to use. .

Inconvénients :

Sometimes when a user sends an email to the helpdesk, it's not generating a ticket automatically. I was troubleshooting with customer service but we could solve it.

Kevin
MIS Manager (É.-U.)
Transport routier/ferroviaire, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Has all the features needed for a ITIL system

4,0 il y a 7 ans

Commentaires : Once fully implemented across our organization this software will take the place of 4 other software programs that we are using for the same process. Help Desk, Software Management, Asset Management, Remote Support, Change Mgmt. This will also give us the capability to have all IT related items in one spot without having to go outside of the system for items.

Avantages :

This product gives us the capability to perform all the functions of a ITIL service desk in one place. Best option is the capaibility of dynamic workflows. We have only begun using the software but are very impressed compared to some of the others on the market in service desk software

Inconvénients :

At this time there is none. I think the main con is the learning curve of the users and staff of switching to a new system but this would be a con with any software.

Isaac
Active Directory Specialist (É.-U.)
Utilisateur LinkedIn vérifié
, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Invgate has provided our organization with excellent service and ticketing solutions.

5,0 il y a 6 ans

Avantages :

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.

Inconvénients :

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.

Juan
Corporative IT Manager (Argentine)
Hôtellerie, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

High recommended solution based on cloud

5,0 il y a 6 ans

Avantages :

Cloud based Look and feel Simple use Knowledgebase

Inconvénients :

Sometimes complex to make automatic workflows Avoid repeating the same claims

Lucas
Lucas
IT Coordinator (Argentine)
Utilisateur LinkedIn vérifié
, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

We change the way we work, organize the sector and communication with the client. It became more flu

5,0 il y a 6 ans

Commentaires : Organize the department and improve communication.

Avantages :

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

Inconvénients :

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

Brad
Brad
Owner (Canada)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Easy to implement and use this solution, great support team.

5,0 il y a 7 ans

Avantages :

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.

Inconvénients :

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

suzanne
cfo (É.-U.)
Conseil en gestion, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : SoftwareAdvice

Great Software for Technology Industry

5,0 il y a 7 ans

Avantages :

The software is designed for tech team to collaborate information so various groups can understand progress and team members contribution before final resolution. It works well for small company to maintain internal communication without all the emails and organized via project base ticket created.

Inconvénients :

It takes some time to learn the system with a lot of communication between tech support and our own learning how to implement to customize our operation.

Sourabh
Sourabh
Associate Consultant (Inde)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy to use service request tool.

4,0 il y a 7 ans

Commentaires : This tool made raising service requests and tracking them easy.

Avantages :

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.

Inconvénients :

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

Oscar
Owner (Paraguay)
Logiciels
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : SoftwareAdvice

Powerful tool to work in a real collaborative way

4,0 il y a 9 ans

Avantages :

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

Inconvénients :

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

Natanael Emanuel
Natanael Emanuel
Agente de Campo
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

accurate, great interface and userfriendly

5,0 il y a 9 ans

Commentaires : the desing of the application is very simple , accurate and user friendly.
the implementation es realy fast and simple.
the support is attentive and aware to the user needs

Avantages :

the implementation es realy fast and simple.

Inconvénients :

i havent found cons or things i dislike.

Irving
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

GOOD

5,0 il y a 9 ans

Commentaires : this software is really good, it has every thing we need for the manage of IT support.

Avantages :

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

Inconvénients :

it would be nice to have a chat

Patricio
CTO (Chili)
Temps d'utilisation du logiciel : Non fourni
Source de l'avis

Simple and very easy to use.

5,0 il y a 9 ans

Commentaires : This product is a very powerful tool for managing incidents and requirements, with easy and intuitive capabilities. It is possible to build a service catalog to meet "IT requirements" and "non-IT requirements" and automate workflows, tasks and reports.
It is aimed at mid range companies with excellent performance and price.
As a expert in ITSM area i recommend this product.

Andres
IT Vice-president (Colombie)
Temps d'utilisation du logiciel : Non fourni
Source de l'avis

Excelent solution easy-to-learn and easy-to-use

5,0 il y a 9 ans

Commentaires : InvGate is a SaaS than can be used for Customer Support teams in business of any size, boosting the satisfaction level of the customers and accompanying the growing of your business.