Better Ticket Management, From Creation to Resolution
InvGate Service Management offers all the tools support agents need to effectively manage and resolve tickets. Its user-friendly interface allows agents to handle tickets with ease, providing excellent service and keeping the support team running smoothly.
Work smarter, not harder
InvGate Service Management helps IT support agents stay organized and on top of their work in a busy and hectic environment. It provides a simple, intuitive interface that displays all pending actions in one view, enabling agents to be more efficient in their daily tasks.
All the information in one place
InvGate Service Management is designed to simplify the process of handling customer requests for agents. With an intuitive interface, all the necessary information for solving a problem is easily accessible and clearly visible to the agent, allowing them to quickly and effectively resolve issues.
Agents need to be able to identify all the participants involved. This includes the customer and their information, any observers, the agent assigned to the request, and other collaborators. Being able to see all of these participants and their associated information allows for more effective management and resolution of the customer’s issue.
Communication and Collaboration at Its Finest
Every request in Service Management is more than just a simple ticket - it’s a powerful communication and collaboration tool. With the ability to tag other agents and provide all the necessary context and information, agents can easily work together to resolve requests and provide excellent support.
Maximize productivity with automated actions
From the request view in Service Management, agents can perform automated actions such as viewing time metrics, setting tasks and reminders, requesting approvals, reassigning the request to other agents, and escalating it to other help desks. These features help agents to efficiently manage their workload and ensure that requests are handled in a timely and organized manner.
Tailor Your Request Management to Fit Your Team’s Needs
Integrations with Microsoft Teams and Zapier, as well as email configurations, allow Service Management to extend its ticket management capabilities and enhance collaboration, communication, and efficiency while reducing the risk of requests falling through the cracks.
Measure and Improve Service Level
Provide IT staff with greater insight into their operational performance and potential improvement opportunities with customizable and real time performance service desk analytics.
Benefits of InvGate Ticket Management
InvGate Service Management 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 Management’s ticket management capabilities empower agents to get the most out of their working day – “working smarter, not harder.”
Discover other Service Management features
Everything you need to provide outstanding service.
Ticket Mgmt
Manage your incidents
Analytics
Analyze your efforts
Self-Service
Encourage self-help
AI
Enhance support efficiency
Integrations
Expand functionality and usability
Problem Mgmt
Get proactive
Automation
Automate support processes
Workflows
Improve IT efficiency
ITIL
Employ best practices
Knowledge Base
Build and share knowledge
Change Mgmt
Better manage change
SLAs
Prioritize IT operations
Gamification
Improve team productivity
Multiple departments
Extend outside IT
