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

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.

Topics: data analytics, change management, Incident Management, ticketing system, Reporting, Help Desk Software

So what's the difference?

Topics: Choosing Software, help desk, Helpdesk software, IT Management Software, service desk, Service Desk Software, service desk solutions, ticketing system