Service desk, incidents & requests — found from sitemap — InvGate Service Management

Cited by

Facts read from this source

• Positioning Report an error

  “The most flexible no-code ITSM solution”

• Trial Report an error

  “30-day free trial - No credit card needed”

• Clarity Report an error

  “Clear pricing No surprises, no hidden fees—just clear, upfront pricing that fits your needs.”

• Ticketing Report an error

  “Ticketing system: Organizes incidents, service requests, and tasks in a structured workflow, making it easier to prioritize, assign, and track progress.”

• SLA management Report an error

  “Service Level Management: Monitors SLAs, triggers alerts when deadlines are at risk, and keeps response and resolution times under control.”

• Self service portal Report an error

  “Self-service portal: Lets users submit requests and resolve common issues on their own without contacting support.”

• Knowledge management Report an error

  “Knowledge Management. Provides a shared knowledge base for both users and agents, reducing repeated work and supporting faster resolutions.”

• Automation Report an error

  “Automation: Handles repetitive actions such as updating ticket fields (priority, category, status) based on conditions or triggering notifications or responses when events occur.”

• Workflow builder Report an error

  “Workflow builder: Workflows are used when a request requires a defined sequence of steps, especially when multiple people or teams are involved. A workflow models a full process, like onboarding.”

• Asset management Report an error

  “Asset Management tools: Track hardware and software across their lifecycle and link them to incidents or requests, giving agents the context they need during support interactions.”

• Reporting analytics Report an error

  “Reporting and analytics: Deliver insights into resolution times, SLA performance, asset usage, and user feedback, helping teams identify trends and improve service delivery.”

• Help desk structure Report an error

  “In InvGate Service Management, you configure this under Settings → Help desks. Each help desk becomes the container where requests are received and managed.”

• Service catalog Report an error

  “In InvGate Service Management, you configure it under Settings → Catalog. The catalog uses a tree structure where each level refines the request”

• Roles permissions Report an error

  “User types define whether someone works on requests (agents) or only submits them (end users). Roles group permissions, such as Administrator, Manager, or Agent.”

• Ticket visibility restriction Report an error

  “An HR help desk can limit ticket visibility to HR members and the employee who submitted the request”

• Assignment methods Report an error

  “Round Robin: Distributes requests evenly across agents in a rotating order. Workload: Assigns requests based on the current number of open tickets per agent. Free: Agents manually pick up requests. Manual: Managers assign requests directly.”

• Escalations Report an error

  “Go to Settings → Help Desks and click the escalations icon (arrow pointing up). From there, you can refine how requests move within the structure you already set.”

• Routing exceptions Report an error

  “Go to Settings → Catalog → edit a category → open the Rules tab. From there, define conditions based on attributes such as: Priority Requester (for example, VIP users) Location”

• No code workflow Report an error

  “InvGate Service Management’s no-code workflow automation lets you model these processes visually.”

• SLA conditions Report an error

  “You can base them on: Help desk Category or service Priority Location Client type”

• AI SLA risk detection Report an error

  “InvGate Service Management also includes an AI-powered SLA risk detection feature, which identifies requests that are likely to miss their targets in advance, giving teams time to intervene.”

• Dashboards Report an error

  “Dashboards are interactive and customizable. You can tailor them to each role and share them with other stakeholders for a shared view of operations.”

• Reports sharing Report an error

  “Reports can be saved, shared (even with non-licensed users), and scheduled for periodic delivery.”

• Virtual service agent Report an error

  “The Virtual Service Agent extends self-service through chat. It runs in the portal and can also be deployed in channels like Microsoft Teams or WhatsApp.”

• Metrics Report an error

  “Start with core metrics such as: Ticket volume Backlog SLA compliance Workload distribution”

• Esm support Report an error

  “Expansion into Enterprise Service Management (ESM) makes sense when other teams — such as HR, Facilities, or Finance — start managing requests with similar patterns: approvals, repeatable workflows, and service delivery expectations.”

• Migration Report an error

  “Easy migration Our team ensures your transition to InvGate is fast, smooth, and hassle-free.”

• Privacy documents Report an error

  “Privacy Policy Quality Policy Cookie Policy Terms and Conditions Master Subscription Agreement”

Scores citing this record

• The Change & Configuration Manager Service desk, incidents & requests
• The Change & Configuration Manager Deployment, integrations & multi-client operation
• The MSP Owner Service desk, incidents & requests
• The MSP Owner Deployment, integrations & multi-client operation
• The Municipal IT Lead Service desk, incidents & requests
• The Municipal IT Lead Assets, CMDB & discovery
• The Municipal IT Lead Self-service portal & service catalog
• The Municipal IT Lead Deployment, integrations & multi-client operation
• The Service Desk Lead Service desk, incidents & requests
• The Service Desk Lead Assets, CMDB & discovery
• The Service Desk Lead Self-service portal & service catalog
• The Service Desk Lead Deployment, integrations & multi-client operation
• The Skeptic Service desk, incidents & requests
• The Skeptic Self-service portal & service catalog
• The Skeptic Deployment, integrations & multi-client operation
• The Solo IT Admin Service desk, incidents & requests
• The Solo IT Admin Assets, CMDB & discovery
• The Solo IT Admin Deployment, integrations & multi-client operation