InvGate Ticket Management

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

Ticket Management Capabilities

No matter how end users want to interact with your support team(s) – walk-up, phone, e-mail, or self-service – InvGate Service Desk can handle it; with both support staff and end users able to create tickets with just a few clicks of the mouse or by simply sending emails. Then, regardless of the priority or request type, 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 both a SaaS and on-premise solution.

Incident Management
Whether you call it incident management or not, when an end user (or an IT service) has an issue you need to be able to deal with it as quickly as possible. InvGate Service Desk makes it easy to log, manage, and report on the IT issues that are affecting your company and its people. Not only for a quick resolution, but also for offering a good end user experience.
Service Request Fulfillment
InvGate Service Desk allows you to separate service requests from end-user issues to ensure that IT support can focus on what’s most important across all the tickets in front of them. Different service levels can apply to both incidents and service requests, for better prioritization and workload management – providing better expectation management for end users.
Self-Service Portal
Use InvGate Service Desk’s self-service capabilities to provide a modern, consumer-like access and communication channel to end users and customers. Plus of course it also takes the pressure off the IT support team, as end users help themselves, with the associated cost savings. What end users see in the self-service portal can be based upon their profile, making it a tailored customer experience.
Knowledge Base
Bolster the knowledge of IT support staff, and improve the speed of issue resolution, through the use of knowledge articles. The articles can face both inwards to support staff and outwards, via the self-service portal, such that 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 through the use of intelligent automation. For instance, route tickets to the most appropriate resolver or resolvers. Create your business’ hierarchy of multiple support groups or help desks, allocate agents and coordinators, and set rules such that new tickets are automatically directed based on any combination of factors such as user group, severity, or ticket type.

The Benefits of InvGate Ticket Management

InvGate Service Desk will help your company to up its IT support, IT help desk, or IT service desk game. Thanks to support-process formalization and enablement – through workflow and automation, alerting, knowledge bases, self-service capabilities, and reporting and analytics – IT teams can improve their operations and service delivery across a number of areas:

Increased speed of service restoration
A large element of end-user IT support expectations are based on how quickly their issues are resolved. InvGate Service Desk’s ticket management capabilities empower agents to get the most out of their working day – “working smarter, not harder.”
Improved customer satisfaction
The concept and need for customer experience has worked its way from consumer-world customer relationships into the workplace. This impacts not only the human-to-human aspects of IT support but also how technology is used.
Standardization and the platform for improvement
InvGate Service Desk is built upon industry best practice that will allow your IT support team to both standardize and optimize their operations. This standardization will also play a key role in improving operations and services.
Improved staff morale and retention
With InvGate Service Desk there’s less tail-chasing, information is easier to access, more tickets will be resolved within agreed targets, and end users will rate the IT support team more highly. All of which make for happier IT support staff and a greater probability that they will stay with the team.