What’s new at InvGate Service Management

Automatically assign requests to the right agent based on workload, availability, skills, and past performance. This AI-powered feature distributes work more evenly across your team, reduces manual assignment tasks, and helps ensure requests reach the agents best suited to resolve them. From v8.4 onwards on all plans.

→ You'll love it if your team struggles with uneven workload distribution.

Filter and organize your request views by help desk or by the requester's location. This makes it easier to manage requests across teams or offices, especially in multi-site or multi-team environments. From v8.4 onwards on all plans.

→ You'll love it if you manage support across multiple locations or help desks.

A dedicated view for approvals makes it easier to track and manage pending approval requests. This separates approvals from your regular request queue, giving approvers a clearer workspace and reducing the chance of missed or delayed approvals. From v8.4 onwards on all plans.

→ You'll love it if your organization relies on approval workflows.

We've added new ready-to-use connectors that integrate directly with these tools: Okta, Microsoft Graph, Google Workspace, Google Meet, Google Calendar, Outlook Calendar, Zoom, DocuSign and SharePoint, making it easier to automate actions across systems without complex API configuration. From v8.4 onwards on Pro and Enterprise plans.

→ You'll love it if you automate workflows across multiple platforms.

Subflows in workflows can now be selected dynamically based on conditions or field values, instead of being predefined. This makes workflows more flexible and reduces the need for duplicated workflow logic when handling multiple paths. From v8.6 onwards on Pro and Enterprise plans.

→ You'll love it if your workflows have multiple execution paths.

Database and cloud software CIs from InvGate Asset Management are now available as asset types within InvGate Service Management. This lets you link requests to these assets, track their history, and include them in CMDB relationships and impact analysis. From v8.4 onwards on all plans.

→ You'll love it if you track databases or cloud subscriptions as assets.

When a major incident is created or updated, Service Management now generates an announcement draft automatically. Agents can review, edit, publish, or dismiss it, and all announcements remain linked to the incident for full traceability. This helps teams communicate faster and more consistently during high impact situations. From v8.2 onwards.

→ You’ll love it if your team struggles to keep users informed during major incidents or wants more consistent incident communications.

When agents work on a request, the system suggests similar open and closed cases based on context, description, and category. Agents can review summaries and reuse past solutions with one click, reducing resolution time and duplicated work. From v8.3 onwards. Early Access, cloud only.

→ You’ll love it if your service desk handles repetitive issues and wants to reuse knowledge without formal documentation overhead.

Workflows can now assign or remove Asset Management tags as part of their actions. This enables end to end automation triggered by user requests, and keeps asset classification consistent. From v8.3 onwards.

→ You’ll love it if your organization relies on workflows to automate asset related actions across teams.

Admins can now control whether conversations with the virtual service agent are visible inside the requests they generate. This helps align request visibility with privacy or internal compliance policies. From v8.2 onwards.

→ You’ll love it if your organization needs tighter control over conversational data inside tickets.

You can now generate knowledge from closed requests and surface it through Solution Recommendations and the Virtual Agent. This helps fill gaps in the Knowledge Base and makes assistance more consistent. From v8.1 onwards. Entering closed beta in November.

→ You’ll love it if your organization wants to strengthen AI-driven help without depending on a large Knowledge Base.

Workflow forms now show or hide fields based on the requester’s selections. This reduces duplicated forms and keeps processes simpler to maintain. From v8.1 onwards.

→ You’ll love it if your organization manages multiple request paths inside the same workflow.

The Virtual Service Agent is now available in the mobile app so users can start a chat directly from their phone. This supports higher adoption of self-service channels. From v8.1 onwards.

→ You’ll love it if your organization depends on mobile access for everyday support from v8.1.

Admins can now define which end-users can mention or add watchers, filtering by company, group, location, or assigned desk. This increases control in multi-company environments. From v8.0 onwards.

→ You’ll love it if compliance is an issue for you or you manager sensitive requests.

Workflows created with the old editor that are ready to migrate now open in read-only mode. This prevents changes and ensures stability while you move to the new Workflow v2. v7.113 onwards.

→ You’ll love it if automating is part of your goals.

You can now use variables in API URLs inside Building Blocks. This makes integrations more flexible and lets you connect tools like Slack, Google Calendar, or Outlook more easily. From v7.113.

→ You’ll love it if you automate tasks using external applications.

Agents can now launch remote desktop sessions without leaving Service Management. When a device supports remote access through an existing integration, a banner in the CI details links directly to the session. From v7.113.

→ You’ll love it if your support teams assist users through remote sessions.

We improved visibility and access for the Agent Self-Service Portal to make it simpler for everyone to use. From v7.113.

→ You’ll love it if your agents manage internal requests from the portal.

You can now assign tasks directly to a Help Desk, making it easier to organize and distribute work at a group level instead of assigning each task to an individual. From v7.114.

→ You’ll love it if you manage large support teams and want a more flexible task structure.

You can now use built-in action connectors to integrate directly with Microsoft Entra ID. These include ready-to-use actions such as editing user profiles, disabling or enabling users, assigning temporary passwords, and managing groups. From v7.114.

→ You’ll love it if you’re automating user and group management in Microsoft Entra ID.

Field labels and descriptions in deployed Workflows can now be translated directly from Settings > General > Localization > Internationalization. This simplifies managing multilingual forms and ensures translations remain consistent in a Workflow. From v7.114.

→ You’ll love it if you deliver services in multiple languages and need consistency across processes.

The Virtual Service Agent is now integrated into the Service Management Self-Service Portal, making AI assistance instantly available. They can ask questions, create new requests, or check existing ones through natural language conversations, all without leaving the portal. From v7.114.

→ You’ll love it if you want to bring AI-powered conversations directly into your service portal.

After a successful Early Access phase, the Virtual Service Agent for WhatsApp is now fully available. You can interact through natural language to create requests, check their status, or get answers directly from WhatsApp. From v7.114.

→ You’ll love it if you want to extend AI-powered support to WhatsApp.

You can now add announcements dynamically through workflows. Automatically notify users about outages, maintenance, or changes as part of a process, without manual steps. Simply drag the action into the workflow canvas, complete the form, and use variables in the title or content for personalized messages.

→ You’ll love it if you want to automate user communications during changes or incidents.

Collect customer satisfaction ratings for requests completed through workflows. When enabled in workflow settings, users are automatically prompted for feedback after closure. Ratings are included in reports, dashboards, views, filters, gamification, and data exports—just like with common tickets. You can now collect feedback in more ways: Microsoft Teams, External users, Mobile.

→ You’ll love it if you measure service quality and want to increase response rates.

Two predefined workflow blocks, Create user and Create group, are now available for Microsoft Entra ID. Drag them into your workflow canvas to speed up user and group management without complex API calls.

→ You’ll love it if you automate identity and access management in Microsoft Entra ID.

A new Planning mode lets you design editable, dependency-controlled subflow plans without triggering requests during runtime. Perfect for Change Management, it ensures execution follows a precise sequence and prevents errors.

→ You’ll love it if you manage complex workflows where execution order matters.

A new option in SAML SSO settings allows you to log users out from all connected applications at once. When enabled and configured with your identity provider (Keycloak or Azure), signing out of InvGate Service Management also ends the IdP session, improving security by preventing open sessions.

→ You’ll love it if you want centralized and secure logout for all SAML-connected apps.

Your dashboards downloaded as PDFs will now be branded with your company logo for official documentation needs.

→ You’ll love it if your company loves to brand things.

Make it easier for agents to keep conversations moving. With a new option in the reply box, the system suggests follow-up messages based on the last agent comment and the context of the request. This helps remind customers that a response is pending, saving time and ensuring smoother interactions.

→ You’ll love it if you want faster follow-ups with customers.