Product Overview: InvGate Service Desk
InvGate Service Desk is a comprehensive IT Service Management (ITSM) solution designed to serve as a central help center for all IT-related needs within an organization. It acts as a single point of contact (SPOC) between the IT department and the rest of the organization, streamlining communication and service delivery.
Key Functions
- Ticket Management: InvGate Service Desk enables users to submit requests through various channels such as email, phone, chat, or a self-service portal. These requests are converted into tickets, which are then categorized, prioritized, and managed based on their urgency and impact on business operations.
- Service Level Management: The system ensures that Service Level Agreements (SLAs) are monitored and met. It generates reports and sends alerts when service levels are at risk, ensuring timely resolutions and adherence to SLAs.
- Automation: InvGate Service Desk automates routine tasks, such as ticket routing and responses to common issues, allowing IT staff to focus on more complex problems. Automated workflows and AI-powered suggestions further enhance operational efficiency.
- Reporting and Analytics: The platform provides advanced analytics through dashboards and reports, offering insights into ticket resolution times, asset performance, user feedback, and SLA adherence. This data supports continuous improvement across all ITIL practices.
Key Features
- Self-Service Portal: Users can access a self-service portal to submit requests, check the status of their tickets, and find solutions in the knowledge base.
- Knowledge Base: A centralized repository of information and solutions that users and service desk agents can access to resolve common issues quickly.
- Integrated Asset Management: InvGate Assets integrates seamlessly with the service desk, allowing agents to manage IT assets, perform system audits, and roll out software directly from within a ticket.
- Email Integration: The system can be integrated with corporate email systems, enabling users and agents to interact with InvGate Service Desk via email to lodge tickets, respond to approval requests, and update issues automatically.
- Customizable Dashboards and Branding: Users can customize the interface, including the login screen, welcome message, logo, and company name, to align with their corporate design style and culture. Customizable dashboards also provide increased transparency and flexibility.
- Multi-Department Support: InvGate Service Desk supports multiple departments, allowing for a unified service management approach across the organization.
- Mobile Access: The platform is accessible on both Android and iOS devices, ensuring that service desk agents and users can manage and respond to tickets on the go.
- Workflow Management: The system allows for the creation of automated workflows to manage multiple requests across the organization, reducing bottlenecks and time delays.
- User Management and Authentication: InvGate Service Management supports automatic import and authentication of end users against LDAP servers, Active Directory, Google, or Microsoft corporate accounts. It also offers role-based access control and multilingual support.
- Change, Problem, and Incident Management: The platform includes tools for managing changes, problems, and incidents, ensuring comprehensive IT service management.
Additional Capabilities
- Remote Desktop Control: Agents can launch remote desktop control directly from within a ticket to investigate and resolve issues faster.
- Gamification: InvGate Service Desk includes gamification features to boost team performance and engagement.
- Third-Party Integrations: The system supports integrations with various third-party tools to enhance its functionality and adapt to specific organizational needs.
InvGate Service Desk is designed to empower support teams to deliver excellent customer experiences through intuitive ticketing workflows, automated request resolution, and ITIL-ready functionalities. It serves a wide range of businesses, from startups to enterprises, by providing a robust, flexible, and highly customizable IT service management solution.