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.