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InvGate Service Desk Software

Name: InvGate Service Desk Software
Rating: 4.5 (2 reviews)

By InvGate SRL

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Highlights : About InvGate Service Desk Software

Alerts / Escalation

Automated Routing

Contract / SLA Management

Customizable Branding

Document Storage

Email Integration

About InvGate Service Desk Software

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and can be purchased outright as an on-premise option, or SaaS, with an annual reoccurring fee. It is customizable depending on the needs of the company. InvGate lets users create trouble tickets, run advanced reports and view analytics and automate workflows. Its drag-and-drop and drill-down functionality allow data to be accessible to all members of the team. The solution offers features such as ticket management, knowledge base, problem management, change management, reporting and analytics. The built-in analytics tool uses OLAP approach to deliver data and information in real time.

Specifications

Business Size

Small

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Email Integration

IT Asset Management

Incident Management

Knowledge Base

Interaction Tracking

Known Issue Management

Multi-Channel Communication

Multiple Brands / Products

Network Monitoring

Real-time Chat

Self Service Portal

Service Level Agreement (SLA) Management

Surveys & Feedback

Ticket Management

Ticket/Issue Tracking

Automated Routing

Alerts / Escalation

Contract / SLA Management

Customizable Branding

Document Storage

Benefits

Variety of gamification tools

InvGate’s unique Never Before function enables the members of IT teams to collaborate in real time, and while solving an issue. Since the team-based ticket structure is directly linked with approvers, external suppliers, and workflows, it makes it possible to keep everyone on the same page, and secures immediate assistance upon need. At the same time, the system is equipped with a variety of gamification tools that turn issue tracking into an enjoyable process, and which motivate employees to outdo each other and to stay competitive.

Thread-centered communication with drill-down to real data

InvGate offers some of the most intuitive ticketing processes in the industry, as it enables thread-centered communication with drill-down to real data, and features for easy and timely discussion. You can even create multiple support groups within the system to replicate your exact organization structure, customize your workflow, and automate your ticket allocation based on your current business processes.

Make it easy to engage new users

InvGate Service Desk will make it easy to engage new users and to build loyal relationship. You can reach out to wider audiences using your social media profiles, solicit feedback “in the moment” when users in social media are most candid and spontaneous to give insights that can help improve your service performance.

To automate all business processes from HR talent search to IT changes to HR

InvGate Service Desk makes it possible to automate all business processes from HR talent search to IT changes to HR, but also map the workflow, define limits and permissions and InvGate can automate the execution, tracking, and reporting. Manual entries and paperwork will no longer be an issue.

Create self-help articles based on the knowledge

To help you deal with repetitive inquiries, InvGate enables you to store previous cases, and create self-help articles based on the knowledge you’ve captured so far. You can combine these articles in an open-to-use knowledge base, and share it via the InvGate Natural Language Technology to provide suggested solutions to real-time tickets. This is one of the best mechanisms for alleviating pressure in your IT team.

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