Service Desk

Service Desk


¿Quién utiliza este software?

Organizaciones medianas y grandes. Empresas privadas en todas las industrias, organizaciones gubernamentales, ONG e instituciones educativas utilizan InvGate Service Desk para sus necesidades de ITSM


Valoración media

58 reseñas
  • 4.5 / 5
    En general
  • 4.5 / 5
    Facilidad de uso
  • 4.5 / 5
    Atención al cliente
  • 4.5 / 5
    Características
  • 4.5 / 5
    Relación calidad-precio

Detalles del producto

  • Versión gratuita
    No
  • Prueba gratis
    Yes
  • Implementación
    Instalado: Mac
    En la nube, SaaS, web
    Instalado: Windows
    Móvil: nativo de iOS
    Móvil: nativo de Android
  • Formación
    En directo en línea
    Seminarios web
    Documentación
  • Asistencia
    En horario ininterrumpido (atiende un representante)
    Horas laborables
    En línea

Datos del proveedor

  • InvGate SRL
  • http://www.invgate.com/es/
  • Fundada en 2004

Información sobre este software

InvGate Service Desk es un software 100 % web, basada en ITIL, con una interfaz de usuario sin precedentes. Cuenta con gestión de incidentes, problemas, cambios, activos y base de conocimiento. Imbatible colaboración, poderosa automatización y gestión inteligente de solicitudes. SaaS de varios usuarios basada en la nube o implementación local. Configuración 100 % sin códigos, creador de flujo de trabajo para arrastrar y soltar, creación de informes analíticos comerciales, tableros personalizados, SLA, consultas por correo electrónico y ludificación.


Funciones de Service Desk

  • Alertas y alzada
  • Almacenamiento de documentos
  • Customizable Branding
  • Email integration
  • Enrutamiento automatizado
  • Gestión de recursos informáticos
  • Knowledge Base Management
  • Multi-Channel Communication
  • Portal de autoservicio
  • Real-time Chat
  • Seguimiento de interacciones
  • Service Level Agreement (SLA) Management
  • Supervisión de redes
  • Ticket/Issue Tracking
  • Catálogo de servicios
  • Creación de informes de servicio
  • Gestión de contratos
  • Gestión de entradas
  • Gestión de incidentes
  • Gestión de recursos informáticos
  • Gestión de versiones
  • Gestión del conocimiento
  • Portal de autoservicio
  • Contract/License Management
  • Gestión de configuración
  • Gestión de incidentes
  • Gestión de la disponibilidad
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión del cambio
  • Portal de autoservicio
  • Release & Deployment Management
  • Seguimiento de activos

Service Desk Most Helpful Reviews

Our experience with the InvGate Service Desk has been excellent

  Translate with Google
5/5
En general
5 / 5
Facilidad de uso
5 / 5
Características y funcionalidad
5 / 5
Asistencia al cliente
5 / 5
Relación calidad-precio

Comentarios: 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.

Puntos a favor: 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.

Puntos en contra: 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.

InvGate Service Desk Review

  Translate with Google
3/5
En general
4 / 5
Facilidad de uso
3 / 5
Características y funcionalidad
4 / 5
Asistencia al cliente
4 / 5
Relación calidad-precio

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

Puntos en contra: 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.