Avis clients sur InvGate Service Desk

This the best Helpdesk cloud based software

Commentaires : We were a company which, being a provider of IT services, presented many problems associated with the service to our external clients, which is why after defining a strategy for the implementation of a help desk. After evaluating several solutions from the market, we made the decision to use Invgate Servicedesk since in addition to being aligned with ITIL, it allows the implementation of a service table in a quick and friendly way, the reports are quite detailed and the best is the gamification.

Avantages :

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.

Inconvénients :

No Mobile App available for the users Android and IOS

Stunningly beautiful yet powerful!

Commentaires : We wanted a Service Desk solution that is easy to use and yet can accomodate complex workflow, InvGate Service Desk can answer all of these.
I have used ServiceNow & Heat, those products are very verbose in terms of wording. InvGate SD is concise less word but more to usable actions.
I would recommend this highly to other people looking for ITSM solution.

Avantages :

- 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!

Inconvénients :

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

InvGate Service Desk Review

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.

Service Desk has made our support manageable

Commentaires : Despite it not being perfect, Service Desk has changed our support queue from being unmanageable to having everything tracked in one place, with time stamps and a request is never missed. Setup could be easier, but once complete, I would highly recommend this to a company looking to streamline their end-user support.

Avantages :

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

Inconvénients :

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

Service Desk Invgate

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

It's a Functional software

Avantages :

It's easy to use and practical software to managment IT support.

Inconvénients :

I think is a very complete software, and is good knowledge feature

Excellent tool end to end

Commentaires : From negotiation to implementation and support, my experience has been excellent. The tool has exceeded the expectations.

Avantages :

Service Desk is an excellent tool end to end. It is a tool of rapid implementation, with a short learning curve and very friendly for the administrator and end user.

Inconvénients :

I honestly do not have any problem with the tool.

Great Helpdesk Software

Commentaires : Service Desk was always easy to configure, to use and grow. It made our help desk be more efficient, productive, and accountable

Avantages :

Easy of use for every user at the company. From experimented to newbies, is the perfect choice to let the helpdesk grow smoothly.

Inconvénients :

Invgate need to think about how to help customers on the kickoff stage.

is a very good product that optimizes the time in solving complaints and problems of users.

Commentaires : InvGate Service Desk, is a very good product that optimizes the time in solving complaints and problems of users. Organize and plan better the work to be done.

Avantages :

The ease which the user can enter a problem, and the work order that allows.

Inconvénients :

The reports that can be generated with the system are impractical and visually poor.

Usability at its best

Commentaires : We reduce telephone calls, improving the speed of response, through the use of the knowledge base.

Avantages :

The best thing that Service Desk has is its dashboard and knowledge base.

Inconvénients :

As a point to improve, I would incorporate project management for those requirements that require more time and resources.

Service Desk organizes our day.

Commentaires : I love the fact that the users can create there own tickets, it saves my techs a ton of time. We had an issue with SD removing workstations after an amount of time with no respose, but I was able to change the very quickly with the guidance of Invgate. I like the fact that end users can score the techs tickets. There are many reports available, and customizable. I was easily able to customize the service level agreements.

Avantages :

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.

Inconvénients :

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

It's very user-friendly

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.

Innovative functionality with social network format, totally intuitive.

Commentaires : We implemented Service Desk on 02/01/2019, after 6 months of definitions, and tests. We are currently managing with nominal and concurrent licenses.
The process included the evaluation of 5 suppliers. The satisfaction survey of our users is very good.

Avantages :

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.

Inconvénients :

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).

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

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.

I've never before used a helpdesk software so easy

Avantages :

Service Desk improved my workday assisting me with internal clients request by providing an efficient and easy administration. Users are very excited with Knowledgebase feature also.

Inconvénients :

It will be great having a mobile App to notify technicians in the field. Everything else is perfect

Invgate Review. Great product!

Avantages :

I love the fact that it is very easy and simple to set up. And I also like that it also has a support system for users. Love this!

Inconvénients :

I think the ticketing system is not really flexible, I mean does not have a so much options when doing things in ticketing.

Great software

Avantages :

This software is well worth the price and also it is very easy to use. I was able to implement the software in just a few days. And my staff likes it very well as also

Inconvénients :

customer Support could be better They have long Hold times And the staff could be a whole A lot more friendlier

Amazed that this good a service desk product exists for this price

Commentaires : VALUE. This product does everything we wanted for an amazingly low cost.

Avantages :

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

Inconvénients :

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.)

Essential at our company

Avantages :

its versatility, reports, amount of information provided.

Inconvénients :

There's no phone help desk, only an online support board.

Great software for small companies

Avantages :

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.

Inconvénients :

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.

I love this project!

Avantages :

I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.

Inconvénients :

This product would be perfect if its gonna have a mobile app notify. And none so much, so far I really like this product.

Excellent !!

Avantages :

InvGate represents the harmony between a great software product and excellent graphic interface for the end user

Inconvénients :

We have no things we do not like this software. We think is a good product with low cost.

Really Revolutionary Solution !!

Commentaires : We have been using INVGATE Solutions for the last year, and we are really happy with the results, not only for our company, but also for our clients.
It´s simple, it´s flexible, it´s the new way to help people in every organization.
It´s how a Software Solution should be.

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

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.

Great mobile interface

Commentaires : Solid product overall

Avantages :

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

Inconvénients :

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