17 anos ajudando empresas
a escolher o melhor software
Conheça InvGate Service Management
O InvGate Service Desk é uma solução de ITSM moderna criada para centros de suporte com certificação ITIL de todos os tamanhos, com um olho específico no processo de negócios e na conformidade com os padrões. Inclui um poderoso construtor de fluxo de trabalho que ajuda a automatizar processos complexos e mover tarefas entre os stakeholders com eficiência. É compatível com gestão de acordo de nível de serviço (SLA, na sigla em inglês) e incorpora recursos de gamificação para ajudar a incentivar os agentes de suporte.
Quem usa InvGate Service Management?
Organizações de médio a grande porte. Empresas privadas de todos os setores, organizações governamentais, ONGs e instituições de ensino contam com o InvGate Service Desk para atender às necessidades de ITSM.
Onde o InvGate Service Management pode ser implantado?
Sobre o fornecedor
- InvGate
- Localizado em San Francisco, EUA
- Fundado em 2004
Suporte do InvGate Service Management
- Suporte por telefone
- Assistência 24/7
- Bate-papo
Idiomas
espanhol, inglês, português
Preço do InvGate Service Management
Preço inicial:
- Sim, oferece teste gratuito
- Sem versão grátis
O InvGate Service Management não possui uma versão gratuita, mas oferece versão de teste grátis.
Planos de preços consiga uma avaliação gratuitaSobre o fornecedor
- InvGate
- Localizado em San Francisco, EUA
- Fundado em 2004
Suporte do InvGate Service Management
- Suporte por telefone
- Assistência 24/7
- Bate-papo
Idiomas
espanhol, inglês, português
Vídeos e imagens do InvGate Service Management
Recursos do InvGate Service Management
Alternativas ao InvGate Service Management
Avaliações do InvGate Service Management
Great option for collaborative, ITIL-focused ITSM
Comentários: Excellent
Vantagens:
Love how easily it let me implement ITIL process and get my team to work together.
Desvantagens:
More thought needs to be put into external-customer systems
Service Desk Invgate
Vantagens:
It is a visually beautiful tool. The operation is intuitive. It is easy to install and configure
Desvantagens:
it would be missing that the entry of the initial information of the users in the requirements is improved
Alternativas consideradas anteriormente: BMC Helix ITSM e System Center
Razões para escolher o InvGate Service Management: a specialized service desk tool was needed
Software anterior: JIRA Service Management
Razões para mudar para o InvGate Service Management: for the relation price and product quality
InvGate Service Desk Review
Comentários: 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.
Vantagens:
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
Desvantagens:
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.
Our experience with the InvGate Service Desk has been excellent
Comentários: 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.
Vantagens:
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.
Desvantagens:
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.
Easy to Create Ticket, rocky metrics creation
Comentários: Service Desk is a good tool that can use some additional tweaking so that it can remain resourceful while flexible like writing an email.
Vantagens:
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.
Desvantagens:
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.
