InvGate Service Desk

InvGate Service Desk encompasses all essential features customers would expect from an advanced , fit-for-purpose IT help desk or service desk tool. In a nutshell, it aims to alleviate the pressure and burden of busy IT teams, and to help them solve more inquiries in a shorter period of time. Satisfied customers report a number of exclusive benefits related to the usage of InvGate, among which:

Collaboration for large, remote, and decentralized teams

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.

Intuitive ticketing

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.

Unparalleled user engagement

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.

Data-driven performance improvement

InvGate Service Desk is an excellent solution for IT teams in need of accurate analytics. Its OLAP cube makes it possible to analyze multiple aspects of your service performance, and to improve performance based on customer satisfaction and operable data. InvGate also puts in place a time-tracking mechanism, thanks to which you can improve your forecasting, track IT chargeback, compare the performance of different agents, and even enhance budget control. In the meantime, the no-brainer drag-and-drop functionalities will facilitate data exploration, and you will never have to base your decisions on guesswork. A bonus feature you get is customization management of SLAs, thanks to which you can rest assured that customers always get the right level of service.

End-to-end automation

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.

Beginner-friendly system

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.

ITIL-compliant system

What may also be of interest to you is that InvGate is a fully ITIL-compliant service management solution. This means that it can fast-track your ITIL initiatives regardless of the size and age of your organization.

Mobile-ready

Rather than being your office-exclusive service management desk, InvGate can be accessed on-the-go from any web-enabled mobile device. You can enable and use e-mail support to enter, track, reply to, and update tickets; and solve inquiries even when you’re not in the office.

A compact IT management package

InvGate Service Desk is seamlessly integrated with InvGate Assets Management, another useful tool for IT teams that will eliminate the need to invest in third-party software to support your IT landscape.

Quote-based pricing

Instead of obliging users to adhere to fixed pricing schemes, InvGate adopted a more flexible approach to charging; and now prepares separate tailor packages for users from different market tiers and industries. Contact support for more details.