InvGate Ticket Management

What is InvGate Ticket Management?

InvGate Ticket Management

An intuitive ticketing system for managing end-user issues and requests that helps improve the operational efficiency of IT support, reduce costs, and improve the end-user experience.

Ticket management capabilities

No matter how end users want to interact with their support team(s) – without notice, phone, email or self-service – InvGate Ticket Management can handle this; with support staff and end users able to create tickets with just a few mouse clicks or simply by sending emails. Then, regardless of the priority or type of request, the rules within the Service Desk ensure that the ticket is delivered to the most appropriate support member or team for resolution. InvGate Ticket Management is available as a SaaS and on-premises solution.

Incident Management

Whether you call it incident management or not, when an end user (or an IT service) has a problem, you need to be able to deal with it as quickly as possible. InvGate Ticket Management makes it easy to record, manage, and report the IT issues that are affecting your business and your people. Not only for a quick resolution, but also to offer a good experience to the end user.

Service Request Fulfillment

InvGate Ticket Management allows you to  separate service requests from end-user issues to ensure that IT support can focus on what's most important on all the tickets in front of you. Different service levels can be applied to incidents and service requests, for better prioritization and workload management – providing better expectation management for end users.

Self-service portal

Use the self-service capabilities of InvGate Ticket Management to provide a modern, consumer-like communication and access channel for end users and customers. In addition, of course, it also takes the pressure off the IT support team as end users help each other, with the associated cost savings. What end users see in the self-service portal can be based on their profile, making it a personalized experience for the customer.

Knowledge Base

Reinforce the knowledge of the IT support team and improve the speed of problem resolution through the use of knowledge articles. Articles can be targeted at both internal and external support personnel through the self-service portal, so end users can easily find the information they need to help themselves. Speed up resolution and stop reinventing the wheel.

Intelligent Automation

Simplify ticket management with the use of intelligent automation. For example, forward the tickets to the most appropriate resolver or resolvers. Create your company's hierarchy of multiple support groups or help desks, allocate agents and coordinators, and set rules so that new tickets are automatically routed based on any combination of factors, such as user group, severity, or ticket type.

The benefits of InvGate ticket management

InvGate Ticket Management will help your business improve its IT support, IT help desk or IT service desk game. Thanks to the formalization and enablement of the support process – through workflow and automation, alerts, knowledge bases, self-service capabilities, and reporting and analytics – IT teams can improve their operations and service delivery in a number of areas:

Increased speed of service restoration: A large element of end-user IT support expectations is based on how quickly their issues are resolved. InvGate Service Desk's ticket management capabilities empower agents to get the most out of their workday – "working smarter, not harder."

Increased customer satisfaction: The concept and need for customer experience has paved the way from customer relationships in the consumer world to the workplace. This impacts not only the human-to-human aspects of IT support, but also how the technology is used.

Standardization and the improvement platform: InvGate Service Desk is built on industry best practices, which will allow your IT support team to standardize and optimize your operations. This standardization will also play a key role in improving operations and services.

Improved morale and staff retention: With InvGate Service Desk, there are fewer chases, information is easier to access, more tickets will be resolved within agreed goals, and end users will rate IT support staff higher. All of this makes the IT support team happier and increases the likelihood that they will stay with the team.

System Requirements:

CPU: 1.8 GHz dual core processor

RAM: 2 GB

HDD/SSD: 50 GB of free space on main drive

Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit, and Microsoft Windows Vista 32-bit

Resolution: 1024×768

Supported Operating Systems

Mac OS X 10.5x (Leopard), Mac OS X 10.6 (Snow Leopard), Mac OS X 10.7 (Lion), Mac OS X 10.7 (Mountain Lion), OS X 10.9 (Mavericks), and Mac OS X 10.10 (Yosemite)

Hardware requirements

Memory - 1 GB RAM and more

Free disk space - 50 MB

System type - 32-bit and 64-bit OS