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InvGate Blog

Harmony Public Schools: providing support in 58 locations with InvGate

Posted by Sabrina Pagnotta on November 27, 2019 at 3:21 PM
Harmony Public Schools, a system of public charter schools in the United States, faced the challenge of routing requests by customer location, in order to provide quality support in its 58 schools around Texas. Their previous tool didn’t have enough functionality nor flexibility, so they started looking for a new solution. After trialing 12 help desk tools, they chose InvGate Service Desk - and here are all the reasons why.
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Topics: Service Desk Software, Help Desk, Help Desk Software, Service Desk

4 Common Mistakes and Top Tips for Building an IT Help Desk

Posted by InvGate on April 17, 2019 at 8:10 AM
In our opinion, the IT help desk is one the most important functions you can have in any service-oriented organization. Having a help desk in place means that there’s a single point of contact for the business to engage with IT, end-user requests and incidents are managed centrally, and nothing is lost, ignored, or forgotten about. However, there are some common mistakes that organizations make when setting up their IT help desk. Here are four such examples (of mistakes) along with our top tips for building your help desk in a way that best serves your organization and the people who work within it.
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Topics: Help Desk, Help Desk Software

ITSM and IT Service Desk Tools – Should You Build or Buy?

Posted by Stephen Mann on September 12, 2018 at 2:23 PM
While IT help desk and IT service management (ITSM) tools have been available for 30 years or so, it still might surprise you that not every organization has invested in one yet. Of course, the majority have – from the largest of enterprise organizations to small-to-medium businesses (SMBs) – but there are still organizations that operate their IT support and other ITSM capabilities without the help of a fit-for-purpose tool. 
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Topics: Help Desk Software, Service Desk, ITSM

InvGate Expands With Strategic Partnerships and Exceptional Products

Posted by InvGate on April 26, 2018 at 11:45 AM
At InvGate our mission is simple: we value customer feedback over industry trends, and think the best business technology is intuitive and easy-to-use. When it comes to our partners we are selective and strategic, with the goal of matching clients with exceptional products and service, driving increased sales and profitability opportunities.  InvGate Service Desk combines power and deep ITIL-based (IT service management) ITSM functionality, with a simple and flexible user interface that keeps us consistently ranked at the top in customer satisfaction. 
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Topics: business solutions, service desk, Help Desk Software, InvGate Products, partners

Panning for Golden Insights from the Historical Backlog

Posted by Pablo Vergne on March 14, 2018 at 12:02 PM
On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.
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Topics: Reporting, ticketing system, Help Desk Software, Incident Management, change management, data analytics

Chesapeake Bay Academy is 'Head of the Class' with InvGate Service Desk

Posted by InvGate on February 28, 2018 at 11:30 AM
Chesapeake Bay Academy, a private nonprofit school for students with learning differences, needed to improve its IT support capabilities. The school was previously reliant on emails for the notification of IT issues and requests, day-to-day management of IT support operations, and reporting. The legacy system caused problems for both IT and its customers; a fit-for-purpose ticketing system was needed. 
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Topics: business solutions, Choosing Software, Cloud, customer satisfaction, customer service, IT management tools, Service Desk Software, service management, Help Desk Software, Service Desk, InvGate Products, workflows

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