Take total control of your IT assets
Despite growing connectivity, data accessibility and technology integration in daily life, business IT systems can often represent a barrier to collaboration and teamwork, draining resources, adding workload in maintenance, and impeding your ability to focus on key business objectives.
InvGate Service Desk was developed in response to these challenges, creating a centralized platform for fluid interaction between the users in core business areas and internal service providers such as IT.
At the core of Service Desk is an advanced ticketing system that manages incidents and requests for IT Support, as well as requests for other services provided by areas such as Human Resources, Sales or Facilities.
This system provides a detailed record of the proceedings in each incident or service request, the ability to create detailed and customized reports on the fly, manage approvals (Approval Management), and generate notifications via e-mail (Email Integration).
The ticketing system is supported by a Knowledge Base where users and agents can create and search for articles, a Service Catalog and Workflows manager to create and automate service offerings, as well as smart tools to manage your workload via SLAs and Time Tracking for chargeback purposes.
Admins, Agents and Users alike will enjoy the highly intuitive and familiar social network format, and benefit from the best practices in IT Service Management as InvGate Service Desk is based on the ITIL (Information Technology Infrastructure Library).
Read on to learn more about some of the great features of InvGate Service Desk.
Intuitive web-based software to manage, analyze and automate your IT service support.
Move a step ahead of the demands of your users when widespread technical problems arise.
With Breaking News, any agent can push notifications to the users, allowing them to subscribe and receive notifications about the evolution of the problem, therefore reducing the workload of those that are working hard to restore the service.
Service Desk integrates all the standard features you expect with new and game-changing advanced functionalities.
Create tickets with just a few clicks via a modern and intuitive user interface. Communicate and share using the best aspects of social media and directly incorporate everyone who is needed to solve the problem. Ticketing has never been this good.
More than just an advanced reporting tool. InvGate Analytics delivers exactly the data you need in real time. Explore, discover and interact intuitively with information through simple drag-and-drop and data drill down functionality.
Fully integrated IT with your business processes and create an automated Workflow no matter the department. Map out the process, define the inputs and outputs and Service Desk executes the rest for you.
Capture knowledge and have it work for you with Service Desk. Create articles in a snap and make them universally accessible through InvGate Natural Language Technology that encourages user lead resolution and actively suggests solutions as tickets are created.
Keep your priorities straight by using our customizable SLA management. Define the rules with full flexibility, assign priority, receive alerts and track to resolution with ease to help you meet and exceed your agreed performance levels.
Need somebody’s approval to advance your tickets? No problem, Service Desk manages that for you. The request, response, and even the next steps are fully automated so you can progress your ticket fast.
Understand the true cost of providing Service Support within your organization through simple and accurate time recording and wait-time analysis. Service Desk provides enhanced budget control, improved forecasting and foundations to implement IT chargeback.
Service Desk engages users through social media collaboration and requests their feedback at just the right moments in the resolution process to generate the most helpful and candid insights to improve your service performance.
Simplify management and meet the diverse needs of your organization with Service Desk. Define and flexibly configure Groups that directly align to your business and support structure and enjoy a uniquely tailored solution for your Service Support.
Fast-track your ITIL initiatives and realize immediate value no matter your size or organization maturity. Service Desk includes the ideal mix of process automation, functionality and flexibility to deliver a comprehensive and ITIL-compatible service management solution right out of box.
Connect to Service Desk with flexibility and to save yourself time and effort. Users and agents can interact via email to lodge tickets, response to approval requests and even updates issues automatically.
Boost teamwork, engagement and overall performance with Service Desk, and reward staff for contributing to team, department or company goals. Battle the Ticket Beast and Quest for better service with Gamification.
Service Desk has lots of useful features. Check them out!
Go to InvGate Service Desk for product features informations.
Request for pricing quotation or demo request, email us at InvGate@ensbn.com