What’s new at InvGate Service Management

Get AI assistance while you're writing KB articles and snippets: in the content, select any text and apply one of four improvements — summarize, expand, refine, or adjust the tone. Ideal for writing articles twice as fast; for example, add your list of steps then apply the "Expand" option and see how they end up with more narrative and explanation. Toggle the feature on or off from Config > AI Hub > Knowledge Management. From v8.17 onwards on Starter and above plans.

→ You'll love it if you need to create a lot of KB articles ASAP and AI could assist you do it faster.

Make sure that HR receives cases instead of IT tickets, that facilities get jobs, that the legal department can handle matters, and that every department can access services in their own language. Create up to 10 custom request types in "Config > Requests > Request Types". These custom types work natively with automations, SLAs, custom fields, and reports. From v8.16 onwards on all plans.

→ You'll love it if your HR or Facilities team refuses to fully adopt the portal because every request ends up in a queue labeled "Incident."

The global search bar now returns requests in text-based searches. Results are grouped by entity type with highlighted matches, and you can navigate between types using tabs. In the requests tab, an advanced search table gives you column filters, sorting, relevance ordering, and phrase matching with quotes. From v8.16 onwards on all plans. Cloud only.

→ You'll love it if your agents want to find things ASAP to start working on them.

In the advanced search table, click the three-dot menu to select which columns to display. From v8.17 onwards on all plans. Cloud only.

The Self-Service Portal now highlights the categories each user actually uses the most, based on their request history, and shows them first with a "Most used" badge. Suggestions appear on the home page and when creating a request, both in the Self-Service Portal and the agent portal. No configuration needed. From v8.17 onwards on Starter and above plans.

→ You'll love it if users have trouble finding the right category for their recurrent requests.

Five new Built-in Action Connectors are now available in the Workflow Editor: Okta (users, groups, app assignments), PagerDuty (incidents, on-call schedules, escalation policies), Confluence (pages, spaces, attachments), Tenable (scans, assets, vulnerabilities), and Notion (databases, pages, users, comments). From v8.17 onwards on Pro and Enterprise plans.

→ You'll love it if you want workflows that route to whoever is on call in PagerDuty, check access in Okta, or pull the right Confluence runbook.