InvGate Service Desk

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

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

Puntos a favor: 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.

Contras: 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.

"Service Desk has made our support manageable"

Comentarios: 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.

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

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

"InvGate Service Desk Review"

Comentarios: 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.

Puntos a favor: 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

Contras: 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 Invgate"

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

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

"Service Desk organizes our day."

Comentarios: 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.

Puntos a favor: 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.

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