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.
osTicket
osTicket is an open-source support ticket system that routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user web interface for your team.
Quick Comparison
| Feature | InvGate Service Management | osTicket |
|---|---|---|
| Website | invgate.com | osticket.com |
| Pricing Model | Custom | Freemium |
| Starting Price | Custom Pricing | Free |
| FREE Trial | ✓ 30 days free trial | ✓ 30 days free trial |
| Free Plan | ✘ No free plan | ✓ Has free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2008 | 2003 |
| Headquarters | Buenos Aires, Argentina | Alexandria, USA |
Overview
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.
osTicket
osTicket is a flexible help desk solution designed to streamline your customer support without the high costs of proprietary software. You can manage, organize, and archive all your support requests in one place, ensuring no customer inquiry falls through the cracks. The platform automatically converts requests from emails, web forms, and phone calls into easy-to-track tickets that your team can collaborate on instantly.
You can customize the software to fit your specific workflow using custom fields, help topics, and automated routing rules. Whether you choose the self-hosted open-source version for total control or the managed cloud-hosted version for convenience, it provides the essential tools to scale your customer service. It is particularly effective for small to mid-sized businesses and IT departments that need a reliable, no-frills system to handle high volumes of incoming support traffic.
Overview
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.
osTicket Features
- Ticket Filtering. Define rules to automatically route incoming tickets to the right department or agent based on your specific criteria.
- Custom Fields. Create custom data fields for your web forms to collect the exact information you need from users upfront.
- Service Level Agreements. Set up SLA plans to track ticket deadlines and receive alerts when tickets are overdue to maintain high standards.
- Customer Portal. Provide your users with a dedicated web portal where they can view ticket status and history without contacting you.
- Canned Responses. Save time by creating pre-defined responses for frequently asked questions to ensure consistent and fast communication.
- Internal Notes. Collaborate with your team by adding private notes to tickets that remain hidden from the end user.
- Thread Action. Manage ticket conversations effectively by redirecting or transferring individual entries to different departments as needed.
- Task Management. Create internal to-do lists within tickets to break down complex support issues into manageable steps for your team.
Pricing Comparison
InvGate Service Management Pricing
osTicket Pricing
- Completely free forever
- Community-based support
- Full source code access
- Unlimited agents
- Unlimited tickets
- Requires your own server
- Everything in Self-Hosted, plus:
- Managed hosting and backups
- Daily software updates
- Email technical support
- Free migration assistance
- 99.9% uptime guarantee
Pros & Cons
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
osTicket
Pros
- Completely free self-hosted version with no hidden fees
- Highly customizable fields and forms for specific workflows
- Lightweight software that runs efficiently on basic servers
- Simple interface that is easy for agents to learn
- Reliable email-to-ticket conversion for automated request handling
Cons
- User interface feels dated compared to modern SaaS
- Self-hosted version requires technical knowledge to install
- Limited native integrations with third-party business apps
- Reporting tools are basic and lack advanced visualization