Find your fit
Who it is for
The strongest fit is an organization formalizing IT support across agents, requesters and approvers. The portal can also host service requests for HR and Facilities, but the team should start with a few real service definitions and ownership rules rather than turning every department on at once.
For an evaluation, map one incident, one access or hardware request, and one change request. Note who can submit, approve, fulfill and audit each, then check the role-based views and licensing needed for those people.
The work it supports
Core capabilities
Tickets can arrive by email, the portal, supported chat channels or API and flow into a unified queue. Configure a fictional request in two channels, then check whether it lands with the intended team and whether duplicate submissions can be recognized.
Agents can use filtered views and queues by role, group or ticket type. Internal comments and notes are described separately from requester-visible communication, so a safe pilot should inspect both sides before staff rely on that distinction for sensitive context.
The ticket page describes logs of interactions, updates and decisions. Verify which events are retained, who can read them and how the organization exports them before treating the log as audit evidence.
InvGate describes AI-assisted ticket categorization and routing. Treat the recommendation as a starting point: test ambiguous fictional tickets, override a wrong assignment, and check which data is used and what plan permits the feature.
The self-service catalog can show services by role, location or department and change form fields according to the requester’s answers. Test an employee and manager persona to confirm each sees the right request and required fields.
Contextual knowledge articles can appear during the request flow. Review whether the suggested answer is current and whether the requester still has a clear way to file a ticket when self-help does not resolve the issue.
The visual workflow builder links forms, approvals, tasks, conditions and external actions. Start with a simple approval path, test both approval and rejection, then check the history and any connected action before using it on live accounts or systems.
The workflow page describes end-to-end SLA tracking and stage-level OLA monitoring. Define the calendar, pause rules and escalation owner for a sample request before relying on a dashboard’s timer.
Change management is described for assessing, authorizing and coordinating implementation. Pilot with a harmless fictional change to review risk fields, approval routing, task ownership and closeout before adopting it for production changes.
InvGate Asset Management is a separate product that can be integrated to give requests and incidents relevant asset context. Confirm separate licensing, connector setup, asset visibility and data freshness; the service-desk purchase alone should not be assumed to include a full asset inventory.
Understand the offer
Pricing and getting started
The viewed pricing page shows Starter at $1,499 per year fixed for five agents, including unlimited end users and approvers, SSO Integration and AI Hub. Pro is shown at $500 per agent per year, starting at $2,500 for 5–100 agents, with the workflow builder, AI Service Agent and Teams/WhatsApp listed as additions. Check whether the displayed dollar sign matches the buyer’s currency and what seats count as agents.
Enterprise is quote-led, with a displayed starting amount of $12,000 per year and any agent count; the card lists concurrent seats, on-premise hosting and multiple SAML support as examples. The vendor calls displayed amounts MSRP for the base subscription and excludes taxes and additional fees, so the actual order and feature rights need a written quote.
The site advertises a 30-day trial without a credit card. Confirm trial entitlements, data retention and how a trial becomes production before entering real employee records or connecting identity systems.
Look a little closer
Before you choose
A useful pilot uses fictional requesters and agents to submit, route, approve, fulfill and close one request while inspecting its requester view and audit history. Keep real customer or employee data out of that trial until roles, retention and notifications are understood.
Before buying, separate Service Management from the optional Asset Management integration, compare named versus concurrent agent needs, and confirm the exact market price, taxes, fees, deployment and AI/workflow entitlements. Vendor claims about faster resolution or fewer tickets are outcomes to measure locally.
7 distinct sources behind this profile. Research observed Oct 21, 2026. Features and offers can change.
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