How does InvGate help agents prioritize tickets across multiple help desks or locations?
InvGate allows tickets to be sorted by help desk and location, enabling agents working across regions or organizational units to organize and prioritize their work more effectively.
This addresses common inconsistencies where certain fields are visible but not sortable, improving operational clarity.
Are there performance considerations when sorting large ticket volumes in InvGate?
Yes. Sorting by help desk and location can be more resource-intensive in environments with very large ticket volumes.
To ensure performance stability, InvGate enables this functionality progressively for customers that request it, before making it generally available.
Can employees attach files to IT support requests submitted through Microsoft Teams?
File attachments are often the missing piece in Teams-based IT support — employees can describe a problem in a chat message but can't share a screenshot, error log, or signed form, which pushes the conversation out of Teams and back into email or the service portal. Best practice for omnichannel support is to match the capabilities of the primary interface: if employees submit requests through Teams, they should be able to complete those requests through Teams. InvGate Service Management now supports both general attachments and file-type custom fields directly in the Teams integration. Mandatory file fields are enforced at submission — users are prompted to attach the required document before the request can proceed — keeping workflows unblocked and requests complete from the first interaction.
Can employees complete workflow tasks assigned to them directly from Microsoft Teams?
When a workflow assigns a task to a user and the notification lands in Teams, forcing them to switch to a separate portal to act on it breaks the flow. The higher the number of context switches required, the lower the completion rate. The right approach is to bring task actions to where employees already work. InvGate Service Management now supports task completion directly inside Microsoft Teams. Users see the tasks currently assigned to them within the request detail view in Teams, can select multiple tasks via checkboxes, and complete them without ever opening the agent or user portal. The feature ships in version 8.10 with no configuration needed.
How can agents customize which ticket fields they see when searching?
Agents rarely need the same set of ticket columns for every search — a default view forces them to either scroll through irrelevant fields or export data just to see what matters for the task at hand. The more efficient approach lets agents add or remove columns on demand, filtering directly on the fields they care about, like last update or closing date. InvGate Service Management's advanced search table now supports on-the-fly column customization, letting agents tailor what they see per search session. It's the first iteration of a broader effort, with workflow and custom-field columns planned next, so search keeps getting closer to how agents actually work.