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How to detect common service desk problems with AI

Common service desk problems are recurring issues that generate several similar requests over time. They’re not always obvious because each ticket comes in separately and might be handled by different agents.

InvGate Service Management addresses this with AI-powered Common Problem Detection, which evaluates requests, highlights repeated issues, and alerts managers so they can address the root cause before more tickets pile up.

#1. Enable Common Problem Detection

To activate the feature, log in as an administrator:

  1. Go to Settings > AI Hub > Proactive detection.
  2. Switch on the Common Problem Detection functionality.

Make sure the request category supports the Problem type before using this feature.

#2. Manager notifications

When InvGate AI identifies a potential common service desk problem:

  1. A notification appears in InvGate Service Management.
  2. An email alert is sent to the help desk manager.

Clicking the notification opens the manager’s view, where the candidate and AI reasoning are displayed.

#3. Reviewing problem candidates

From the manager’s view, you’ll see:

  1. The group of requests linked to the possible common problem.
  2. The explanation generated by InvGate AI.

Managers can then:

  1. Register the problem: Redirected to the request creation form with Title, Description, and Priority already filled in, and all related requests linked.
  2. Ignore the suggestion: The candidate is dismissed only for the current user, but remains visible to other managers.
Note: If a problem has already been registered by another manager, InvGate Service Management notifies you to avoid duplicate records.