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Full InvGate Service Desk Software Review – All You Need to Know About InvGate Service Desk

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InvGate Service Desk
InvGate Service Desk

What is InvGate Service Desk?

InvGate Service Desk is the world’s top choice for a software solution that will propel your help desk to a stellar performance to bolster your business and your clients’ business.

What it does is use a data-driven approach to drive companies’ management of their day-to-day IT service support operations.

It provides capabilities that features the best practices vis-a-vis help desk and IT service management (ITSM).

InvGate Service Desk intuitively automates your customer support mechanism and push this essential service to make the most significant improvements in every aspect of your business via outstanding collaborative functions and complete analytics.

InvGate Service Desk is great for companies of all shapes and sizes because it can manage a wide range of functionalities that you would expect to get from a state-of-the-art information technology help desk or service desk platform.

InvGate Service Desk

It can easily take care of giant enterprises with between 1,000 to 5,000 employees. At the same time, smaller organizations would benefit from the simple yet powerful features that offer value for your money. No wonder InvGate Service Desk has been the service desk partner of AIG, Aerolíneas Argentinas, Alsea, Burger King, Clarinx, Falabella, General Electric, Globant, Hitachi, McDonald’s, Metlife, NEC, Pechanga Resort and Casino, Nike, Skandia, Starbucks, Toyota, Unab, and Y&R, to name a few.

InvGate Service Desk is a privately-held company that originated from and is headquartered in Buenos Aires, Argentina. This accounts for their loyal market base in the Latin American territory. At last count, InvGate is an international, multilingual company that can be of service in English, Spanish, Portuguese, and French.

At present, they have more than 3000 customers based across all continents (except for Antarctica).

When they started to gain a significant following in the USA plus in Europe, the Middle East and Africa (EMEA), they decided to put up another office in San Francisco, California for their sales and support teams, so that they could provide the highest quality of service to all their clientele. InvGate also has partners all around the globe, particularly across Latin America and the United Kingdom. InvGate is also actively currently seeking partners in the United States, Australia, and the Middle East.

InvGate Service Desk Benefits

Companies are always striving to be the best that it can possibly be. The pressure is even more intense for companies who are related to web-based, technology-oriented service providers. Competition is intense.

That is why companies are always on the lookout for solutions that help them provide the fastest and more efficient performance, at the least cost. All this why looking good.

InvGate Service Desk has found its niche in the IT world, providing the absolute best in Service Desk and Help Desk realm. Below are just some of the reasons why you should come on board.

Looks fantastic

Remember the saying that goes ‘Beauty is on the inside’? Well, that was very naive and simply not applicable to your software interface. That’s why designers of InvGate Service Desk deserve a shoutout for their next-generation graphics and design. InvGate’s mobile view is simply gorgeous.

It makes your staff enjoy even more the work that provides an attractive and streamlined visual engagement for your end users as well as for your staff.

Beauty and power

Aside from being streamlined and easy on the eye, the InvGate Service Desk interface abides by the mantra that ‘Simplicity is king.’

That’s why it utilizes a no-frills mechanism that cannot be beaten for its fast, and simple setup and installation process. You not only save on time and effort. It’s also very intuitive and allows third-party integrations.

The user is number one

The InvGate Service Desk website clearly spells out the importance of customer engagement. InvGate believes that no amount of platform features and functions can outweigh customer value.

After all, this Argentina-based company has built its business by putting a premium on customer relations that translate to loyalty.

It is one of the secrets to their success. And they want to share it with you: Build new relationships with new users. Develop and take care of your relationships with your customers and your relationships with your own staff.

Take advantage of the global pre-occupation — dependence on social media by using your multiple accounts to widen your audience. Also, solicit for instant feedback to help improve your company’s service.

No coding skills required

One large hurdle for any business venture that desires a web presence is the inability of its company personnel to direct instructions to computers, much less the world wide web. You’ll be gratified to know that InvGate Service Desk requires no such skills. You can set up a basic service desk system in less than an hour.

High level of customization

No matter how small, no matter how big, companies want their brand on everything they touch. It’s wonderful that InvGate Service Desk allows you to make the service desk reflect your company’s personality and design it according to your needs and priorities.

Service full automation

InvGate Service Desk allows you to fully automate all aspects of your company from start to finish. You can easily map out your staff’s daily workflow. You can define and set tasks and limits for everyone. Start from your Human Resource hiring process.

Far from being cold and restricting, it allows you for work to be completed faster and more accurately by automating your execution, and — on a much easier note — tracking, and reporting.

InvGate Service Desk

Happy IT staff

All of this basically means that InvGate can guarantee less pressure on your already burdened IT agents, less time to solve more problematic issues, and generally increase staff and customer satisfaction.

ITIL-compliant

InvGate Service Desk is fully ITIL-compliant service. This management platform thus conforms to the Information Technology Infrastructure Library (ITIL). This is a system of standards developed by the British Office of Government Commerce (BGC) that outlines the correct detailed practices for IT service management, with an aim of laying out your IT services according to what your company needs.

For the record

The InvGate Service Desk assists you with repetitive inquiries by keeping a record of each user’s previous cases. You can use these records to create self-help articles. Add it to your knowledge base to help users figure out how to solve their problems on their own. You can also share it via the InvGate Natural Language Technology to provide suggested solutions to real-time tickets. Your IT support team will thank you for this.

Mobile office

InvGate Service Desk still has the gorgeous user-friendly interface in whether you access it in your office’s large mainframe or in any of your mobile devices.

This is the solution to your family’s complaint that you’re never at home. Adjust your hours so that you can work when the kids are sleeping so you can spend quality time with them when they’re awake. InvGateknows all about speed. And time flies so fast that your work shouldn’t make you miss their precious moments when they’re young.

Studies have also shown that working from home from time to time — or having this option relieves an employee’s stress, especially those who are caring for young children or elderly relatives.

Gamification

Creators at the InvGate Service Desk had the genius idea to incorporate game mechanics plus social network elements into day-to-day interactions. And you shouldn’t read that as anything sarcastic. It really is an intelligent innovation.

It allows you to make provide feedback instantly for each of your transactions. Just click on the ‘like’ or ‘dislike’ button. You can also easily subscribe to feeds. No need to wait for an email.

Collaboration express

InvGate Service Desk allows large, and decentralized teams to be updated on a current project’s status. You can also now work together and solve a concern in real time. No matter how far you are.  No matter how far you are from each other. InvGate also allows you to track your team mate’s work progress and your teammate to track yours. Never before has distance become so utterly meaningless. No longer can it be used as an excuse not to fulfill work responsibilities. No longer can distance also be used as a stumbling block to receiving immediate assistance.

Gamification tools can also turn projects or project segments as a competition to make issue tracking an enjoyable process that will also serve as a great work motivator.

Cons

The only offputting feature of InvGate is that its prices are on a quote basis. Yup, each client gets a package tailored to his needs. You can contact sales to acquire more enterprise pricing details or give the system a full test drive before you make a final decision.

Still, for the professional service InvGate Service Desk provides, prices actually mean value for your money.

InvGate Service Desk

InvGate Service Desk Features

The management of your business technology is peppered with increasing and increasingly complicated challenges. InvGate is here to help address the concerns of modern businesses of all types, of all sizes.

Customer-focused

Service is driven by technology, not fads

Interactive dashboards

Customizable company branding

Automation

Gamification

Document storage

Faster business pace by improving the realm of your control, risk management, compliance, and both IT and business governance

Unparalleled analytics via time-tracking and SLA management

Value for your money

Focus on better financial stewardship

Real-time Chat

Multi-Channel Communication

Multilingual support (English, Spanish, Portuguese, and French)

Templates

Intelligent notifications

Breaking news

Alerts / Escalation

Integrated asset management

Intuitive, easy to use, and highly-customizable interface

Collaborative, multi-department support

ITIL-compliant

E-mail integration

Interaction tracking

Advanced ticket management and tracking

Knowledge base management

User self-service portal

Customer feedback

Data security

Network Monitoring

Options for delivery and payment schedules for your SaaS or on-premise delivery model, perpetual licensing or a SaaS subscription pricing model.

InvGate Service Desk

Pricing

InvGate Service Desk offers three enterprise pricing plans but the quotes are only available on request, as it is tailored to each organization’s unique composition and needs.

There is no additional cost for modules. However, maintenance fees and annual support are twenty percent of the overall license costs.

InvGate Service Desk is licensed according to the number of technicians or by the number of workstations or physical and virtual servers that your company needs to manage.

No license is required for network printers, firewalls, IP phones, routers, switches, or any other scanned assets.

Named licensing, is also available, as well as concurrent licensing, and a hybrid of both named and concurrent licensing.

InvGate Service Desk also offers a free 30-day trial. Or if a month still hasn’t helped you make up your mind, trial extensions can be made available for you. Just contact sales@invgate.com.

The best part is that all of your trial data and settings can be retained in both our Cloud offerings and our on-premise offerings.

And because InvGate Service Desk is so generous —more likely so confident in its product — data from your trial can be exported should you decide not to purchase Service Desk.

InvGate Service Desk

Technical Support

The InvGate Service Desk system can run using Mac, Windows, and all kinds of tablets. It has a discovery agent for your Windows, Macs, and Linux workstations.

InvGate Service Desk likewise currently supports integrations for the AD, LDAP, and OpenLDAP. The company also has some CSV import tools for the different Service Desk components.

Even without a license, InvGate has SNMP Network Discovery for firewalls, network printers, routers, switches, and many others. You can also avail of the CSV import of Assets.

There is as of yet no native apps for either InvGate Service Desk or InvGate Assets. However, the Service Desk has a very responsive interface design using HTML5. This makes it highly-suitable for your small form factor devices.

InvGate Service Desk can currently be of service for English, Spanish, Portuguese, and French.

Customer Support

InvGate Service Desk currently provides ongoing technical support via unrestricted access to InvGate Service Desk Web Support Portal. Of course, this is powered by InvGate Service Desk itself.

You can access the Self-Service Knowledge Base if you prefer documentation.

You can also access the e-mail support or the scheduled telephone support.

The InvGate Service Desk guarantees first response times via its website. It guarantees solving your cloud incidents — services interrupted — within an hour; solving critical incidents within 2 hours, and other incidents within 4 hours. It also guarantees that questions will be addressed within 24 hours.

So if you’re serious in designing a streamlined workflow for your organization, then InvGate Service Desk is the vital tool for you!

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