We finish 2018 with excitement over all the new features we delivered. Thanks to the support of our growing customer base, we’ve had a highly successful year at InvGate HQ – we’ve launched a new product in line with customer feedback, you helped our software to arrive in new countries, we opened an office in Mexico, and all our internal teams expanded to keep up with customer-demand. Product wise, the last 12 months were pretty intense, which is exactly how we like it - you’ve got to work hard to keep customers satisfied and remain a top player! So yes, lots of things happened in 2018 and so the purpose of this blog is simply to provide a recap on all the major launches, updates, and feature releases we had (you know… in case you missed it!).

Topics: Service Desk, Product News, Product Release

Having visibility into the work of the support team and how internal service orders are managed is one of the main purposes of a help desk. We all want to know who did what, at what time, and how long it took, to have an accurate picture and be able to make smart decisions based on data. The Time Tracking feature of InvGate Service Desk enables you to know all of that and, in addition, provides you with enhanced budget control and forecasting capabilities.

Topics: Time Tracking, Help Desk, Business Analytics, data analytics, Technical Support, Request Management

IT service management (ITSM) and  IT Asset Management (ITAM) can definitely deliver greater business value if they are brought together. At InvGate, we realized the power of this alliance a while ago, when we started offering integrations as a way to let our customers gain better insight into their processes. It all started with integrating our two flagship solutions, InvGate Service Desk and InvGate Assets; then, we moved on to offer our SCCM integration, and now we’re introducing the new FileWave integration.

Topics: FileWave, Integrations, IT Asset Management, Asset Management Software, software asset management, Request Management

Everybody knows it: solving a request isn’t always a matter of executing a single action. Sometimes it takes the joint efforts of different people simultaneously, and it can be difficult to have visibility over each person's contribution without generating specific reports. That's why we created the InvGate Service Desk Tasks module, available as of version 5.7.0, which allows you to atomize the work to be done in a request or in the execution of a workflow.

Topics: Request Management, ticketing system, Tasks, Service Desk, IT service management, ITSM

If you use InvGate Service Desk, you might have come across a request that was reporting an incident, service request, or change request related to an asset. Say for example, “My desktop PC is not working”, or “I need VPN access on my Lenovo laptop”. Most of the time, the assigned agent will do some research to identify the device in question, but what if it wasn’t necessary because that device is directly linked to the request? What if the agent could see its details  right there on the request and have a faster way to help the customer?

Topics: Integrations, Service Desk, IT Asset Management, SCCM

It’s said that we should practice what we preach. And, at InvGate, we do. We develop and sell software products, but not a single day goes by without us relying on that same software for our own daily work. We use it to manage and solve the requests of our customers, as well as monitor our assets. At the same time, our customers use our software to help their customers, through fit-for-purpose tools for assets and IT support management. We provide support to thousands of people in more than 40 countries, and we’re proud of the quality of our service.

Topics: Technical Support, Help Desk, Service Desk, customer satisfaction, customer service

If I told you that solving requests in your help desk could be as fun as playing a video game, what would you say? With Service Desk Gamification having fun at work is possible! Perhaps you’ve once felt that you’ve completed a really challenging task but no one noticed, or that your team should have been rewarded when they overcame tricky issues and achieved great results? Well, let me tell you: these thoughts disappear when Gamification is in place, because it taps into the human need and desire for personal recognition, status, and achievement – plus, it has the thrill of competition. 

Topics: InvGate Products, IT management tools, Gamification, customer service, customer satisfaction, business solutions, service management

We start off 2018 with new features to our products! In InvGate Service Desk 5.6.12 you'll enjoy improvements that optimize your IT service delivery and support. Today we want to take a deeper dive into this version and demonstrate how it will help you in your everyday work. Let’s take a look at what’s new!

Topics: license management, service desk software features, approvals, workflows