It seems nowadays everything revolves around improving customer experience, and that is good news! You might have started your own quest to deliver a better service, perhaps implementing a ticketing system, a knowledge base for self-service, chatbots, customer satisfaction measurements, and all other sorts of solutions. But, have you also considered adding IT assets to the equation?

Topics: IT Asset Management, InvGate Products, ITAM, InvGate Service Desk, InvGate Assets

We continue to expand the range of InvGate Service Desk features because we want to keep making your life at work easier. Today we’re pleased to tell you that as of version 5.7.14.0, we’ve made available a Zapier integration. This is a web service that facilitates the interaction of your help desk with more than a thousand apps!

Topics: Service Desk, IT Service Desk, InvGate Service, InvGate Service Desk

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: Product News, Product Release, Service Desk

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: Business Analytics, Help Desk, Time Tracking, 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: Asset Management Software, software asset management, IT Asset Management, Integrations, Request Management, FileWave

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

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: Service Desk, IT Asset Management, Integrations, 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: customer satisfaction, customer service, Help Desk, Service Desk, Technical Support

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