InvGate Service Management Reviews

Overall rating

4.6 /5
(112)
Value for Money
4.5/5
Features
4.5/5
Ease of Use
4.7/5
Customer Support
4.7/5
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112 Reviews for UK Users

Natanael Emanuel
Natanael Emanuel
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

accurate, great interface and userfriendly

Reviewed on 19/01/2016

the desing of the application is very simple , accurate and user friendly.
the implementation es...

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

Pros

the implementation es realy fast and simple.

Cons

i havent found cons or things i dislike.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Review

Reviewed on 20/04/2021

It made our technical support most better than in recent times. We get our clients to have another...

It made our technical support most better than in recent times. We get our clients to have another point of view and level up with tickle self-management

Pros

Your tracking tickets and SLA. Its essential to achieve your goals.

Cons

This product contains flaws when it comes to making reports. While it is good, when it comes to extracting a large detailed data report, it throws errors that have not yet been fixed.

Greg
Overall rating
  • Industry: Primary/Secondary Education
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

InvGate Service Desk Review

Reviewed on 16/06/2017

InvGate is a pretty good product overall. There are a lot of little annoyances, but if they were to...

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.

Pros

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

Cons

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.

Jeffrey
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The most flexible help desk software ever written. If you can think it, it will do it.

Reviewed on 10/04/2018

Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One...

Ease of use. Ability to create multiple help desk divisions to keep service requests separated. One stop for our end. Great product.

Pros

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.

Cons

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.

Rene
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Quick to get started with excellent support. Easy to use with added functionality.

Reviewed on 22/06/2018

The tracking and management if service desk requests and updates to the users as to status....

The tracking and management if service desk requests and updates to the users as to status. Dashboard reports to continually monitor performance. The support for electronic workflows is an bonus feature that has value.

Pros

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.

Cons

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.

Isaac
Overall rating
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

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

Reviewed on 03/07/2018

Pros

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.

Cons

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.

Fernanda
Overall rating
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Amazing tool!

Reviewed on 18/01/2016

Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration...

Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing. We saved a lot of hidden costs and the tools were payed with that. The analytics and reports are very good and gave us a lot of visibility.

Pros

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

Cons

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

Juan Eduardo
Overall rating
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

I've never before used a helpdesk software so easy

Reviewed on 25/07/2018

Pros

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.

Cons

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

Irving
Overall rating
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

GOOD

Reviewed on 28/08/2015

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

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

Pros

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

Cons

it would be nice to have a chat

Jorge
Overall rating
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Very friendly application!!

Reviewed on 19/01/2016

Invgate is a n excellent aplication to drive the tickets of IT requirements.
The interface is very...

Invgate is a n excellent aplication to drive the tickets of IT requirements.
The interface is very friendly and is very easy to use for final users and administrators

Pros

Invgate are based on social networks, is very friendly

Cons

i have not coments against

Lori
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Service Desk organizes our day.

Reviewed on 18/09/2019

I love the fact that the users can create there own tickets, it saves my techs a ton of time. We...

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.

Pros

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.

Cons

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

Chris
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 17/04/2018

Organization, problem tracking, time management

Organization, problem tracking, time management

Pros

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.

Cons

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.

Adrian Fernando
Adrian Fernando
Overall rating
  • Industry: Hospitality
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

An incredible way to interact with users. Dealing with problems have never been so easy before.

Reviewed on 31/07/2018

An incredible way to interact with users. Dealing with problems have never been so easy before.

Its...

An incredible way to interact with users. Dealing with problems have never been so easy before.

Its simplicity for the users to get used to it.
It was a vital tool in order to organise our department.

Pros

Its simplicity for the users to get used to it.
It was a vital tool in order to organise our department.

Cons

It is a bit difficult to find some problems that we solved in the past and there was some problems with the assignment of tickets.

Tim
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Very easy to use, nice looking interface.

Reviewed on 21/06/2018

Pros

Good looking, simple to use interface. Does everything we need, without being overly complicated. Support is very responsive, and includes our requests in future versions frequently. Our end users really like it, too.

Cons

Can't think of many cons with Service Desk. Only con I can think of is the licenses are per user and not transferrable to another user.

Verified Reviewer
Overall rating
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Very useful to optimize working hours.

Reviewed on 24/07/2018

Optimize work hours, organize tasks, and centralization in one place.

Optimize work hours, organize tasks, and centralization in one place.

Pros

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.

Cons

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.

Nikolay
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Convenient service, which allows solving many tasks at the enterprise

Reviewed on 23/09/2018

Pros

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.

Cons

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

Juan
Overall rating
  • Industry: Hospitality
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

High recommended solution based on cloud

Reviewed on 28/02/2019

Pros

Cloud based
Look and feel
Simple use
Knowledgebase

Cons

Sometimes complex to make automatic workflows
Avoid repeating the same claims

Verified Reviewer
Overall rating
  • Industry: Higher Education
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best and easy way to manage all your IT support requirements

Reviewed on 16/10/2017

Pros

Their ease of use, their customer support.
The feature set is the best, they have all the functionalities needed and more.

Spencer
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Invgate Review. Great product!

Reviewed on 25/09/2018

Pros

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!

Cons

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

Christopher
Overall rating
  • Industry: Mechanical or Industrial Engineering
  • Company size: 1,001–5,000 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software

Reviewed on 07/12/2017

Pros

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

Cons

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

Matias
Overall rating
  • Industry: Insurance
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Essential at our company

Reviewed on 10/02/2016

Pros

its versatility, reports, amount of information provided.

Cons

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

Robert
Overall rating
  • Industry: Medical Practice
  • Company size: 5,001–10,000 Employees
  • Used for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Invgate brings ITSM and ITAM together cohesively

Reviewed on 12/03/2017

We are currently using a big leaders service desk ticketing system today. What it lacked was the...

We are currently using a big leaders service desk ticketing system today. What it lacked was the ability to integrate hardware and software asset information on those internal business users. This information is crucial to understanding when incidents and requests are submitted. What was also lacking in there big complex service desk solutions is the modernization of bringing daily operations tasks to the 21st century. Invgate is a solution that pushes the boundaries of technology with HTML developed application platform, intuitive out of the box real-time dashboard reporting. It also has a system that rewards workers with a trophy system for performance which gives a indirect competitive environment for service desk operations personnel.

Pros

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

Cons

None

Sergio
Overall rating
  • Industry: Computer Software
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Excellent !!

Reviewed on 11/01/2016

Pros

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

Cons

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

Patricio
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Simple and very easy to use.

Reviewed on 05/08/2015

This product is a very powerful tool for managing incidents and requirements, with easy and...

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.

Oscar
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Excellent Product

Reviewed on 16/07/2015

An excellent solution for incident management, easy to install, easy to configure and easy to use....

An excellent solution for incident management, easy to install, easy to configure and easy to use. It's very robust and its integration with InvGate Assets makes it one of a kind!
Highly recommended!