The market for help desk software in the United States is vast, with numerous tools offering a wide range of capabilities. From improving customer support to optimizing internal workflows, choosing the right platform is crucial.
With so many options, it’s essential to select a solution that not only meets your organization’s needs but also helps your team thrive in an ever-evolving tech landscape. It's also important to choose a solution that is compliant with regulations and follows IT Service Management (ITSM) best practices.
Enter InvGate Service Management, the ultimate tool for IT Service Management in the United States. Designed with the needs of American businesses in mind, InvGate offers a complete solution to streamline processes, enhance collaboration, and ensure top-notch support. Let’s explore what makes it the right choice for your organization. Let's go!
What to look for in a help desk software in the United States
We know that choosing the right help desk software is not an easy task. With so many options on the market, it can feel overwhelming. But difficult decisions don’t have to be complicated. We’re here to simplify it for you by highlighting the essential features to look for when you are searching for ITSM solutions.
When selecting a IT Service Management solution in the US, keep in mind that your tool must not only deliver on functionality but also cater to the specific needs of the American market. Here are some key things to consider:
1. Scalability
As your business grows, your help desk software should grow with you. Look for a solution that can handle increasing demand without sacrificing performance or functionality.
In the United States, companies tend to expand quickly, so you need a platform that can adapt to your evolving needs seamlessly.
2. Security and compliance
Data security is a top priority for companies in the US. Make sure your help desk software meets industry standards, such as Service Organization Control (SOC) 2 Type II and General Data Protection Regulation (GDPR) compliance, to ensure data privacy and security. Having these certifications ensures that your tool is trusted by top companies.
3. Local support and server infrastructure
To ensure smooth communication and fast response times, choosing a help desk software with support in the US is a must. Also, make sure the tool operates on servers based in the United States for better data handling and performance. Basically, make sure that you select a help desk software with US-based hosting.
4. User experience
We know that efficiency and ease of use are key in the US market. Your help desk software should have an intuitive interface that reduces complexity, making it easier for teams to work without friction.
5. Integration capabilities
Finally, your help desk software must integrate with other tools you already use, such as Asset Management platforms. Seamless integration ensures smooth workflows and eliminates unnecessary manual tasks, which can significantly boost productivity.
InvGate Service Management as your ITSM tool
InvGate Service Management ticks all the boxes when it comes to choosing the perfect help desk software in the United States. From scalability and security to seamless integrations, we’ve made it a point to meet all of the essential criteria.
InvGate Service Management has a strong presence in the US, offering dedicated customer support from 7 a.m. to 7 p.m. EST, English as the primary platform language, and US-based servers for faster response times and better data handling. Its solution is tailored to meet the unique needs of American businesses, making it a top choice for ITSM.
But that’s not all—InvGate Service Management goes beyond expectations by offering a variety of unique features and characteristics that set us apart from the competition.
Let’s take a closer look at the top features and key characteristics that make InvGate Service Management the ideal ITSM tool for your business.
Key characteristics that set InvGate apart
1. We are featured in the Gartner Market Guide
InvGate Service Management is featured in Gartner Market Guide.
Being included in the Gartner Market Guide is a testament to the quality and reliability of InvGate Service Management. Gartner is a trusted name in the IT industry, and its recognition signals to potential customers that InvGate Service Management is a top-tier solution for IT Service Management.
This adds credibility and trust, making InvGate a go-to choice for businesses seeking proven solutions in the US market.
InvGate Recognized in The 2024 Gartner’s Market Guide For ITSM Platforms
2. InvGate is SOC 2 Type II certified
For US-based organizations, security is a top concern, and SOC 2 Type II certification is one of the most important security standards. This certification ensures that InvGate Service Management meets rigorous security protocols, protecting your company’s data from unauthorized access and breaches.
SOC 2 Type II compliance is essential for companies that handle sensitive information, particularly in industries like finance, healthcare, and SaaS.
InvGate Renews SOC 2 Type II Certification
3. InvGate Service Management is GDPR compliant
While GDPR is a European regulation, it’s highly relevant for US-based businesses with international operations. InvGate Service Management is GDPR compliant, ensuring that your organization meets global data privacy standards.
Furthermore, InvGate also complies with new privacy regulations introduced in states like California, offering a comprehensive solution for businesses concerned with both local and international compliance.
How InvGate Complies with GDPR (and How We Help You Comply too!)
4. InvGate Service Management in the United States
InvGate Service Management has a strong local presence in the United States. With dedicated customer support available from 7 a.m. to 7 p.m. EST and English as the primary language of the platform, we cater to the needs of US-based businesses.
Additionally, InvGate operates servers within the US, ensuring faster response times and better data handling for local clients. With a solution designed to meet the unique needs of the American market, we stand out as a top choice for ITSM.
5. United States partner: Curated Automations
Finding a trusted partner to implement your service desk tool in the US can be crucial to maximizing your investment and expanding your organization's capabilities. In the United States, InvGate collaborates with Curated Automations, a strategic partner trained to assist you in various areas, including Licensing, Professional Services, Consulting, Integrations, and Outsourcing.
By working with Curated Automations, you ensure a smooth deployment of InvGate Service Management, tailored to your organization's specific needs. Their local expertise helps U.S. companies optimize the platform’s features, ensuring your help desk software is working effectively to support your business goals.
Main (but not all) features of InvGate Service Management
1. Ticket Management
InvGate Service Management provides a robust Ticket Management system that enables your team to handle requests efficiently. Tickets can be easily organized, prioritized, and tracked to ensure timely resolution. This feature helps eliminate the bottlenecks often associated with traditional help desk workflows.
Additionally, the platform offers automated ticket assignment, ensuring that each request reaches the right team member without delays. This leads to faster resolution times and happier customers.
2. Self-service
Empower your users by enabling self-service features within the InvGate Service Management. Through a knowledge base and user-friendly portal, customers and employees alike can find answers to common problems, reducing the number of incoming tickets.
Self-service capabilities increase operational efficiency and reduce costs by allowing your team to focus on more complex tasks while users resolve simpler issues themselves. With InvGate Service Management you can easily design a self-service portal.
3. No-code workflow builder
With InvGate Service Management’s no-code workflow builder, you can easily design and customize workflows to match your organization’s unique processes. Whether you’re handling Incident Management or change requests, creating a streamlined flow is simple and intuitive.
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
Harness the power of artificial intelligence (AI) with InvGate’s AI Hub. This feature uses machine learning to analyze ticket patterns, recommend solutions, and automate common tasks. By leveraging AI, your team can resolve issues faster and with greater accuracy.
From being able to summarize requests and craft ticket replies to generate service catalog categories, provide knowledge article summaries and draft the articles automatically, InvGate's AI Hub aims to empower agents and augment their capabilities.
InvGate AI Hub: New Artificial Intelligence Capabilities For IT Teams
5. Automation
ITSM Automation is key to improving efficiency, and InvGate Service Management takes automation to the next level. Whether it’s automating repetitive tasks or setting up escalation workflows, this feature reduces the workload on your team and ensures that nothing falls through the cracks.
From ticket routing to SLA Management, InvGate’s automation tools can help you deliver exceptional service consistently.
Workflow Automation Guide: Definition, Benefits, And Software
6. Integration with InvGate Asset Management and other IT Asset Management tools
InvGate Service Management integrates seamlessly with InvGate Asset Management, our own IT Asset Management solution, giving you visibility into your organization’s IT assets. This integration simplifies Asset Management by providing real-time data on hardware, software, and network components, allowing your team to manage both service requests and assets from a single platform.
The tool 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 obtained PeopleCert’s ITIL 4 Certification, showcasing our ongoing dedication to upholding the highest industry standards and delivering a reliable solution for our users across the globe. This certification acknowledges its alignment with the following practices:
- Incident Management.
- Service Request Management.
- Problem Management.
- Change Enablement.
- Knowledge Management.
By following the ITIL framework, InvGate ensures that your team can provide consistent, high-quality service while adhering to globally recognized standards.
8. Analytics and reporting
With advanced analytics and reporting tools, InvGate Service Management allows you to track key performance indicators (KPIs) and make data-driven decisions. Whether you’re monitoring response times or tracking ticket volume trends, our reporting tools offer insights to help you continuously improve your IT services.
These insights are displayed in customizable dashboards, so you can focus on the metrics that matter most to your organization.
To sum up
Choosing the right help desk software in the United States is critical for optimizing IT Service Management. InvGate Service Management not only meets all the necessary criteria but goes above and beyond by offering advanced features like AI, automation, and compliance with security standards like SOC 2 Type II and GDPR.
With a proven track record and local support, InvGate is the ideal choice for businesses looking to enhance their IT services in the US market. 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 United States?
InvGate Service Management is one of the top-rated help desk software solutions in the US, offering comprehensive IT Service Management with powerful features like AI, automation, and advanced analytics.
2. What does SOC 2 Type II certification mean for help desk software?
SOC 2 Type II certification ensures that a software platform meets strict security standards, protecting your data from unauthorized access and breaches.
3. Does InvGate Service Management comply with GDPR and US data regulations?
Yes, InvGate Service Management complies with GDPR and the latest US data privacy regulations, including those introduced in California.
4. Can InvGate Service Management integrate with other tools?
Yes, InvGate Service Management integrates with popular Asset Management tools, including InvGate Asset Managements, allowing for seamless IT asset and service management.
5. Does InvGate Service Management offer local support in the United States?
Yes, InvGate offers dedicated customer support in the US from 7 a.m. to 7 p.m. EST, with servers located in North America for faster response times.
6. What is the best ticketing system in the US?
A good ticketing system in the US should offer efficient Ticket Management, automation, and integration with existing tools. InvGate Service Management provides all these features and more, making it a top choice for US businesses looking to optimize their IT Service Management.
