InvGate Service Desk - Prix, fonctionnalités, avis et comparateur de logiciels

InvGate Service Desk

IT service desk software

4.6/5 (61 avis)

InvGate Service Desk - Présentation

InvGate provides a truly multi-departmental service fulfillment solution with federated asset management solution for seamless integration between the service request and the asset requiring service. InvGate delivers the most intuitive and easy to understand user interface that is easy to configure, a joy to use, and extremely efficient at fulfilling customer service requests.

InvGate capabilities include IT service desk with gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self service portals, inventory risk detection, and more. Delivered as a SaaS service or an On-Premise solution, InvGate is easily deployed within minutes to your unique infrastructure requirements.

InvGate advanced data analysis tools provide management reports and insights around the critical key performance indicators desired to improve business process, reduce waste and increase efficiency.

Code-free configuration allows for drastically reduced implementation times and little ongoing service costs to generate benefits immediately and maximize your return on investment.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

anglais, portugais, espagnol

InvGate Service Desk - Avis

Note globale
4.6/5
93% d'avis positifs
41
Excellent
16
Très bien
4
Moyen
0
Médiocre
0
Horrible
Traduire avec Google Translate

Our experience with the InvGate Service Desk has been excellent

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 25/06/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

InvGate Service Desk Review

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 16/06/2017
Provenance de l'avis : SoftwareAdvice

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 17/04/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

Easy to Create Ticket, rocky metrics creation

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 14/08/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit

8.0/10
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/04/2018
Provenance de l'avis : Capterra

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

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

InvGate Service Desk - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

Receive a customized price quote based on the licensing model (On-Premise or SaaS), the number of Service Desk agents, and the number of assets to be managed.

InvGate Service Desk - Fonctionnalités

  • API
  • Données en temps réel
  • Gestion des flux de travail
  • Interface glisser-déposer
  • Monitoring
  • Notifications automatiques
  • Rapports en temps réel
  • Rapports et statistiques
  • Tableau de bord d'activités

  • Audit
  • Contrôle d'accès
  • Importation et exportation de données
  • Intégration de tiers
  • Intégration des applications
  • Outils de collaboration
  • Projections
  • Suivi de l'activité des utilisateurs
  • Suivi des activités
  • Surveillance en temps réel
  • Sécurité SSL

Plus d'informations sur InvGate Service Desk

InvGate Service Desk - Principales fonctionnalités

  • Approval management
  • Customer feedback
  • Email integration
  • Email-to-ticket automation
  • Gamification
  • Graphical workflow
  • Groups and custom fields
  • IT help desk
  • IT service desk
  • ITIL ready
  • Incident & problem management
  • Integrated IT asset management
  • Interactive dashboards
  • Multi-department
  • Multi-department support
  • Multi-language
  • Robust analytics reporting
  • SLA management

Avantages

  • Deploying an integrated service desk and asset management solution allows agents to work more efficiently with ticket and asset data on the same screen.

  • Incident, problem, change, SLA, knowledge, and asset management lets organizations be ITIL ready right out of the box.

  • Go Live on ITSM and ITAM within only a few hours without any professional service support and within a code-free configuration environment.

  • InvGate natural language technology employs advanced heuristics to analyze their text to proactively suggest helpful articles from the knowledge base in real-time.

  • Use InvGate Service Desk’s self-service capabilities to provide a modern, consumer-like access and communication channel to end users and customers.

  • Analyse de GetApp

    Integrated work environments have increased the workload for IT service managers, however the technology that these professionals use for fulfilling customer service requests hasn’t kept pace. InvGate Service Desk is an innovative solution, providing modern organizations with smarter ways to streamline IT service management.

    InvGate Service Desk adds a gamification layer to IT service management, providing users with rewards for solving problems and reaching goals. The platform also includes tools for hardware and software tracking, developing knowledge base and self-serve portals, handling inventory risk detection, and running advanced data analysis. InvGate Service Desk is offered as a SaaS service or an on-premise solution.

    Dashboard

    Description du logiciel InvGate Service Desk

    InvGate Service Desk is a smarter solution for service desk management. The cloud-based solution manages, analyzes, and automates IT service support for businesses. It also provides a way for IT professionals to collaborate on issues and use automation to increase team productivity.

    Advanced ticket management allows for team-based ticket structuring, which means InvGate can fit into many different types of workflows. Custom workflows can be automated and mapped, with defined authorizations that InvGate is able to execute and monitor automatically. The software comes with a powerful analytics component, which means business users are able to analyze service performance and generate reports based on the data they uncover.

    Breaking News Notifications

    InvGate Service Desk - Principales fonctionnalités

    Service Ticketing

    Perhaps the most important element within service desk software is the ticketing system itself. InvGate’s ticketing system is what agents use to handle support requests. InvGate’s ticketing system, in particular, is unique in its simplicity. Agents can handle multiple requests or incidents at one time, and they can track tickets throughout the pipeline, regardless of the priority level or request type. End-users are able to log tickets through the self-service portal.

    In an effort to expedite this process and better handle incoming tickets, InvGate has developed an ad hoc approval request method. You can create ad hoc approval requests from within a ticket by selecting the “approver” and selecting the decision you require. From that point on, InvGate will take over and handle the remainder of the issue.

    Ad Hoc Approval Requests

    Workflows

    InvGate’s workflows completely integrate IT departments with the organizations they support. Basic and advanced business processes can easily be managed, with automated workflow capabilities that operate throughout all departments. Using workflows, service managers are able to map out frequent processes and define inputs and outputs.

    Use InvGate’s Workflow Editor to map out the processes you plan to implement at your organization. In the Workflow Editor, you can include things like tasks, decision points, loops, and inputs/outputs.

    Workflow Editor

    Time Tracking

    Time tracking is an incredibly important part of the modern service desk. With InvGate’s Time Tracking module, service managers are provided with tools for handling budget controls and forecasting. The application’s time recording system is incorporated with its service tickets, which allows users to record the exact amount time they spend finding resolutions to individual issues.

    InvGate’s Time Tracking includes “wait-time analysis,” which is what you’ll use to monitor the amount of time a ticket has been allocated to each agent, user, or organization. Because InvGate has built-in reporting functionalities, the software automatically analyzes the information it records through the Time Tracking module and funnels it into valuable reports for managers to review.

    Time Tracking

    Customer Feedback

    InvGate supports integrated customer feedback, which enables end-users to provide candid insights and opinions based on how they feel their requests have been handled by service agents. InvGate’s customer feedback feature includes a collaboration element, letting end-users decide when their issues should be closed and when they should remain open for further review.

    Customer feedback is fully integrated into InvGate’s service desk. End-users are invited to leave ratings and comments when their solutions have been marked as “approved.” Managers can review this feedback in real-time through their InvGate dashboards, along with reports and analytics.

    Integrated Customer Feedback

    InvGate Service Desk - Intégrations

    InvGate Service Desk integrates with a number of third-party applications, including Gmail, Microsoft Outlook, and InvGate Assets.

    InvGate Service Desk - Prix

    InvGate Service Desk supports SaaS subscriptions and one-time licensing fees. Organizations are encouraged to contact the company directly to receive customized price quotes based on the licensing model they choose, along with the number of service desk agents, and the number of assets needed to be managed.

    InvGate Service Desk - Résumé

    • Integrated service desk and asset management solution
    • Helps agents work more efficiently
    • Advanced data analysis generates reports around key performance indicators
    • Interface is easy to configure and use
    • SaaS subscription or licensing fee pricing models

    InvGate Service Desk - FAQ

    Voici quelques-unes des questions fréquentes sur InvGate Service Desk.

    Q. Quels sont les types de licence disponibles pour InvGate Service Desk ?

    Types de licences disponibles pour InvGate Service Desk :

    Type de licence: Licence unique, Abonnement

    version d'essai gratuite: Disponible

    Receive a customized price quote based on the licensing model (On-Premise or SaaS), the number of Service Desk agents, and the number of assets to be managed.

    Q. Quelles sont les principales fonctionnalités du logiciel InvGate Service Desk ?

    Fonctionnalités du logiciel InvGate Service Desk :

    • Approval management
    • Customer feedback
    • Email integration
    • Email-to-ticket automation
    • Gamification
    • Graphical workflow
    • Groups and custom fields
    • IT help desk
    • IT service desk
    • ITIL ready
    • Incident & problem management
    • Integrated IT asset management
    • Interactive dashboards
    • Multi-department
    • Multi-department support
    • Multi-language
    • Robust analytics reporting
    • SLA management

    Q. Qui utilise InvGate Service Desk ?

    Utilisateurs habituels du logiciel InvGate Service Desk :

    Grandes entreprises, Entreprises de taille moyenne, Organismes à but non lucratif, Administration publique, PME

    Q. Dans quelles langues InvGate Service Desk est-il disponible ?

    Langues dans lesquelles InvGate Service Desk est disponible :

    anglais, portugais, espagnol

    Q. Quels sont les types de licence disponibles pour InvGate Service Desk ?

    Types de licences disponibles pour InvGate Service Desk:

    Licence unique, Abonnement

    Q. InvGate Service Desk prend-il en charge les appareils mobiles ?

    Nous n'avons pas d'informations sur les appareils pris en charge par InvGate Service Desk.

    Q. Avec quelles applications InvGate Service Desk peut-il s'intégrer ?

    Applications s'intégrant à InvGate Service Desk :

    Gmail, InvGate Assets, InvGate Assets, Microsoft Outlook

    Q. Quelles sont les ressources d'aide disponibles pour InvGate Service Desk ?

    Ressources d'aide disponibles pour InvGate Service Desk :

    FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

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