With numerous help desk software options on the market, each offering different features and capabilities, choosing the right one can feel overwhelming. There are many factors to consider—costs, ease of use, integration with existing tools, local support, and compliance. When selecting help desk software in the UK, carefully weighing each of these factors is essential.
In the UK, businesses are increasingly recognizing the importance of effective help desk software. According to the UK Customer Satisfaction Index, businesses that prioritize customer support are seeing a 21% increase in productivity and a notable reduction in response times. This statistic alone proves how critical it is to have an efficient service desk tool in place.
That’s where InvGate Service Management steps in. For companies operating in the UK, InvGate provides a top-tier IT Service Management (ITSM) solution that ticks all the boxes. With advanced features, GDPR compliance, and a presence in the UK, InvGate Service Management is the ultimate tool for teams looking to streamline their ITSM.
What to look for in a help desk software in the UK
Choosing the right service desk tool in the UK can be challenging. But don't worry, we’re here to make this process simple for you. Here are some essential factors to consider when selecting IT Service Management solutions in the UK:
1. Local support and compliance
One of the first things to look for in help desk software is whether it complies with local regulations. In the UK, GDPR compliance is mandatory. Additionally, having local servers can speed up service and reduce compliance risks.
Choosing a tool like InvGate Service Management, which meets these standards, ensures your data is safe and accessible. Also, make sure you choose a help desk software with support in the United Kingdom.
2. Scalability
Your help desk software should grow with your business. Whether you're a small start-up or a large enterprise, having a flexible, scalable solution is crucial. You’ll want a tool that can handle increasing ticket volumes as your team grows and supports complex workflows as you expand.
3. Customization
Every business is unique, so your ITSM tool should allow customization. From building tailored workflows to adapting the interface to suit your team's needs, customization plays a big role in ensuring smooth operations.
4. Security and data protection
In the UK, ensuring data security and compliance is non-negotiable. When choosing help desk software, it’s essential to prioritize tools that offer strong security features, including encryption, access control, and regular audits.
InvGate Service Management as your ITSM tool
InvGate Service Management meets all these criteria and more. We’ve taken the time to build a tool specifically designed to meet the unique needs of UK businesses. Not only does it excel in the critical features outlined above, but it also boasts several additional features that set it apart from competitors.
Key characteristics that set InvGate apart
1. We are featured in the Gartner Market Guide
Being featured in the Gartner Market Guide is a testament to InvGate Service Management’s credibility. Gartner only includes top players in the IT Service Management space, and InvGate's presence in this guide highlights its strong performance and innovative approach. Whether you're an IT pro or a business leader, this recognition reassures you that InvGate Service Management is a tool you can trust.
In the competitive world of ITSM, this feature in the guide offers significant validation. It positions InvGate as a credible and reliable choice, ensuring users feel confident in their investment.
InvGate Recognized in The 2024 Gartner’s Market Guide For ITSM Platforms
2. InvGate Service Management is GDPR compliant
When it comes to data protection, InvGate Service Management ensures your organization stays compliant with GDPR. This is especially important for UK businesses and international companies operating across borders.
In today’s digital landscape, safeguarding customer data is a top priority. InvGate Service Management ensures that all data handling practices meet the highest security standards, so you can focus on delivering exceptional service without the worry of non-compliance.
How InvGate Complies with GDPR (and How We Help You Comply too!)
3. InvGate Service Management in the United Kingdom
InvGate understands the importance of providing localized services. That’s why we have local servers in the UK, ensuring fast and reliable service for UK-based businesses. With data stored domestically, businesses can rest assured that compliance with local data protection laws is upheld, while enjoying faster response times.
Having UK-based infrastructure isn't just about compliance—it also means reduced latency and quicker response times. This is critical for businesses where every second of downtime can cost money.
4. We have UK partners: Unipress Software
InvGate has partnered with Unipress Software, one of the UK’s most reputable software providers. This partnership amplifies our local presence, allowing us to better serve our customers with dedicated support. UK businesses can benefit from the combined expertise of InvGate and Unipress, making ITSM implementation smoother and more effective.
Working with local partners means more than just geographical proximity; it means you can rely on teams that understand the specific challenges and needs of UK businesses.
Features of InvGate Service Management
1. Ticket Management
Managing tickets can become overwhelming, but InvGate Service Management simplifies the process. With an intuitive interface, your team can handle incoming requests with ease. The platform allows for prioritization, categorization, and automatic escalation, ensuring that no request falls through the cracks.
Ticket management is the backbone of any help desk software, and with InvGate, this task becomes as streamlined as possible, helping reduce resolution times and improve overall efficiency.
2. Self-service
The self-service feature allows employees and customers to solve minor issues on their own through a knowledge base. This reduces the number of tickets coming in and helps users feel empowered. InvGate's self-service portal is easy to navigate, ensuring users find what they need quickly.
This feature not only boosts productivity but also improves user satisfaction as they can resolve issues without waiting for IT intervention.
3. No-code workflow builder
With InvGate’s no-code workflow builder, you can create and automate processes without any technical skills. You can use ready-made templates or customize workflows to fit your business needs. It’s an invaluable tool for IT departments looking to improve efficiency.
Additionally, InvGate Service Management offers pre-built workflow templates to help you get started faster. These templates are designed with best practices in mind, helping your team optimize performance right from the start.
4. AI Hub
The AI Hub in InvGate Service Management uses machine learning to help automate responses and provide suggestions. The artificial intelligence (AI) assists agents by analyzing incoming tickets and recommending the best course of action, speeding up the resolution process.
AI isn't just a fancy term—it’s a way to cut down on repetitive tasks and enable your team to focus on more complex issues.
InvGate AI Hub: New Artificial Intelligence Capabilities For IT Teams
5. Automation
InvGate Service Management automation revolutionizes how you handle operations by simplifying the process of automating tasks. Without programming skills or advanced expertise, you can effortlessly set up automation by establishing events, conditions, and parameters.
By reducing the need for manual intervention, automation helps your team save time, improving productivity.
Workflow Automation Guide: Definition, Benefits, And Software
6. Integration with InvGate Asset Management and other tools
InvGate Service Management integrates seamlessly with InvGate Asset Managements, our own IT Asset Management solution. This ensures all your IT operations are interconnected, providing a complete view of your assets and tickets in one place.
InvGate Service Management also integrates with other popular Asset Management systems, ensuring that your existing tools work harmoniously with InvGate Service Management. We have actually put together an InvGate Service Management integration cheat sheet with a list of all the possible integrations to complement the solution.
7. ITIL 4 certified to ensure best practices
InvGate Service Management is ITIL 4 certified, ensuring that it follows best practices in IT Service Management. ITIL certification means that your organization is equipped with the tools and processes that align with industry standards.
This certification acknowledges its alignment with the following practices:
- Incident Management.
- Service Request Management.
- Problem Management.
- Change Enablement.
- Knowledge Management.
Following the ITIL framework ensures that your service desk operates efficiently and adheres to global best practices.
8. Analytics and reporting
With comprehensive analytics and reporting, InvGate gives you valuable insights into your service desk's performance. You can track key metrics or IT Key Performance Indicators (KPIs) like ticket resolution times and user satisfaction, enabling continuous improvement.
Data-driven insights help you fine-tune operations, making sure your team is always improving and delivering better service.
Case studies to help you choose a help desk in the UK
InvGate’s Service Desk has helped many organizations achieve greater efficiency and streamlined processes. Below are some case studies that illustrate its success:
1. Peoples Bank
Peoples Bank implemented InvGate Service Management to improve its IT support operations. The bank was struggling with an outdated system that didn’t allow for streamlined ticketing. After implementing InvGate, they saw a 40% reduction in ticket resolution times and improved user satisfaction. The automation features played a significant role in these results.
Moreover, Peoples Bank found that the integration with their Asset Management tools provided better oversight of their IT environment. This allowed them to reduce IT costs while improving service quality.
2. Harmony
Harmony Schools also benefited from InvGate Service Management. With over 50 schools to manage, they needed a system that could handle high ticket volumes and simplify operations. InvGate’s HR workflow automation and no-code builder made it easy for them to create customized workflows that catered to their unique needs.
In just six months, Harmony Schools reported a significant increase in efficiency and faster response times for teachers and staff.
To sum up
When it comes to choosing the best help desk software in the UK, InvGate Service Management stands out as the top ITSM solution. Its powerful features, local presence, and commitment to GDPR compliance make it the ideal choice for companies operating in the UK. From ticket management to AI-powered automation, InvGate offers everything a modern IT department needs to function efficiently.
The flexibility of the platform ensures that it can adapt to businesses of all sizes, whether you're a small start-up or a large enterprise. InvGate Service Management is scalable, customizable, and easy to use, ensuring that your team has the tools it needs to succeed.
With proven success across multiple industries, InvGate Service Management is the trusted solution for managing IT service requests and optimizing business operations. The best part is that you can try it for free! Just ask us for your 30-day trial.
Frequently Asked Questions (FAQs)
1. What is the best help desk software in the UK?
InvGate Service Management is considered one of the top help desk solutions in the UK due to its robust feature set, scalability, and compliance with local regulations.
2. Is InvGate Service Management GDPR compliant?
Yes, InvGate Service Management is fully GDPR compliant, ensuring that your business adheres to the UK's strict data protection laws.
3. Does InvGate Service Management offer automation features?
Yes, InvGate provides powerful automation tools that help reduce manual tasks, streamline workflows, and improve ticket resolution times.
4. Can InvGate Service Management integrate with other IT tools?
Absolutely! InvGate Service Management integrates seamlessly with InvGate Asset Managements and other popular Asset Management tools for a more cohesive IT environment.
5. What makes InvGate different from other ITSM tools?
InvGate is known for its ease of use, no-code workflow builder, local UK presence, and strong compliance with GDPR, making it stand out from other ITSM tools on the market.
