InvGate Blog

4 Ways to Improve Your IT Service Desk Agents' Performance

Posted by InvGate on October 31, 2018 at 12:41 PM
These days, most IT service desks are facing the pressures associated with the need for “doing more with less.” And if you want/need to tackle a growing ticket workload while still delivering an exceptional customer experience then, as well as introducing productivity enhancing capabilities such as automation and self-service, you will need your IT service desk agents to be on top of their game.
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Topics: Service Desk, IT service management

InvGate Service Desk Tasks Module: Divide Efforts and Conquer

Posted by Sabrina Pagnotta on July 18, 2018 at 9:28 AM
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.
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Topics: Request Management, ticketing system, Tasks, Service Desk, IT service management, ITSM

From Organizational Chaos to Effective Service

Posted by Pablo Vergne on June 28, 2018 at 3:02 AM
Philosopher George Santayana once said: “Those who cannot remember the past are condemned to repeat it”. There’s hardly any other quote that could sum up this story so well... We usually say that with our software we help our customers help their customers, and to achieve this we had to start by helping ourselves: we had to organize our operations as a company to achieve the growth that awaited us. As we grew, the need to organize our processes became more evident. We had to continue doing innovative software development, but without neglecting support and post-sales services. Let me tell you the story of that transition, and how we went from organizational chaos to the efficiency in service provision that characterizes us today.
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Topics: Service Desk, Help Desk, service management, customer satisfaction, IT service management

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At InvGate our mission is to help our customers to help their customers, through capabilities designed to optimize IT service delivery and support.

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