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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.
Product is easy to understand and looks great – mobile view is best in class.
It assigns multiple tickets that have no relation to each other to your service requests.
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Logiciel de gestion clientèle
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.
Great option for collaborative, ITIL-focused ITSM
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
Alternatives envisagées précédemment :
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
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.
Our experience with the InvGate Service Desk has been excellent
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.
Easy to Create Ticket, rocky metrics creation
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.
InvGate is very easy to use for both helpdesk and end users. It doesn't try to be a Swiss army knife
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.
Great value for the money
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.
I use the Service Desk as a smart bid control
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.
Very easy to use
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
Convenient service, which allows solving many tasks at the enterprise
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.
Great solution.
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.
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.
Has all the features needed for a ITIL system
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.
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.
High recommended solution based on cloud
Avantages :
Cloud based Look and feel Simple use Knowledgebase
Inconvénients :
Sometimes complex to make automatic workflows Avoid repeating the same claims
We change the way we work, organize the sector and communication with the client. It became more flu
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.
Easy to implement and use this solution, great support team.
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.
Great Software for Technology Industry
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.
Easy to use service request tool.
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.
Powerful tool to work in a real collaborative way
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.
accurate, great interface and userfriendly
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.
GOOD
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
Simple and very easy to use.
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.
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.