Hesk
Hesk is a lightweight help desk software that allows you to manage customer support tickets, organize inquiries, and build a self-service knowledge base to reduce your support volume.
InvGate Service Management
InvGate Service Management is an ITIL-aligned service desk solution that helps you streamline IT support, automate workflows, and deliver exceptional employee experiences through an intuitive, user-friendly interface.
Quick Comparison
| Feature | Hesk | InvGate Service Management |
|---|---|---|
| Website | hesk.com | invgate.com |
| Pricing Model | Freemium | Custom |
| Starting Price | Free | Custom Pricing |
| FREE Trial | ✓ 30 days free trial | ✓ 30 days free trial |
| Free Plan | ✓ Has free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2005 | 2008 |
| Headquarters | Ljubljana, Slovenia | Buenos Aires, Argentina |
Overview
Hesk
Hesk is a streamlined help desk solution designed to help you manage customer support without the complexity of enterprise tools. You can track, organize, and resolve tickets efficiently through a clean interface that prioritizes speed. By setting up a customized knowledge base, you empower your customers to find answers themselves, which significantly cuts down the number of repetitive support requests your team receives daily.
The software is particularly flexible, offering both a free self-hosted version for complete control and a managed cloud-based service for instant setup. Whether you are a small business owner or an IT manager, you can customize fields, categories, and workflows to match your specific support process. It focuses on the essential features you need to keep customers happy without overwhelming your staff with unnecessary bells and whistles.
InvGate Service Management
InvGate Service Management provides you with a flexible, ITIL-certified platform to manage your IT requests and business services. You can easily set up a centralized service desk that handles everything from simple password resets to complex hardware procurement workflows. The platform focuses on providing a clean, modern interface that reduces the learning curve for your support agents and makes it simple for your employees to request help through a self-service portal.
You can deploy the software in the cloud or on-premise, giving you full control over your data and infrastructure. It scales effectively for mid-market and enterprise organizations, helping you manage incidents, problems, changes, and requests in one unified space. By using the built-in automation and reporting tools, you can eliminate manual bottlenecks and gain clear visibility into your team's performance and service levels.
Overview
Hesk Features
- Ticket Management Organize incoming requests into categories, assign urgency levels, and track every conversation from start to finish in one place.
- Integrated Knowledge Base Create articles and FAQs so your customers can solve common problems instantly without needing to open a support ticket.
- Canned Responses Save time by creating pre-written replies for common questions, allowing you to respond to customers with just two clicks.
- Custom Data Fields Tailor your submission forms by adding custom fields to collect the exact information you need from your users.
- Email-to-Ticket Pipe Convert incoming customer emails directly into support tickets automatically so you never miss a message from your inbox.
- Staff Collaboration Assign tickets to specific team members and use internal notes to collaborate on complex issues behind the scenes.
InvGate Service Management Features
- ITIL-Certified Processes. Manage incidents, problems, and changes using pre-configured workflows that follow industry-standard ITIL best practices out of the box.
- Visual Workflow Builder. Design and automate complex business processes with a drag-and-drop interface—no coding or advanced technical skills required.
- Self-Service Portal. Empower your employees to find answers and submit requests through a customizable, user-friendly portal that reduces ticket volume.
- Gamification Engine. Boost agent productivity and engagement by applying game mechanics, rewards, and leaderboards to your daily support operations.
- Predictive Suggestions. Resolve tickets faster with AI-powered suggestions that surface relevant knowledge base articles and similar past incidents for your agents.
- Advanced Reporting. Create custom dashboards and automated reports to track your key performance indicators and identify service bottlenecks in real-time.
- Multi-Department Support. Extend your service desk beyond IT to HR, Facilities, and Finance to provide a unified service experience across your entire company.
- Knowledge Management. Build a comprehensive library of solutions that your team and employees can access to solve common issues independently.
Pricing Comparison
Hesk Pricing
- Unlimited tickets and users
- Knowledge base included
- Community support access
- Full source code access
- Requires your own web server
- Everything in Free, plus:
- Fully managed cloud hosting
- Daily automated backups
- Free technical support
- Automatic software updates
- SSL certificate included
InvGate Service Management Pricing
Pros & Cons
Hesk
Pros
- Extremely lightweight and fast performance
- Free version offers unlimited tickets and staff
- Simple setup process for non-technical users
- Knowledge base helps reduce support ticket volume
Cons
- Interface feels dated compared to modern SaaS
- Limited advanced automation and reporting features
- Self-hosted version requires manual maintenance
InvGate Service Management
Pros
- Extremely intuitive interface requires very little user training
- Fast implementation compared to traditional enterprise ITSM tools
- Highly flexible workflow customization for non-IT departments
- Excellent balance between advanced features and ease of use
Cons
- Mobile application functionality is more limited than desktop
- Initial configuration of complex automations takes some time
- Reporting engine has a slight learning curve for custom builds