What’s new at InvGate Service Management

Administrators can now scope user custom fields to specific groups, so only relevant users appear as options in ticket fields. This removes mis-selections when working with contractors, vendors, or segmented user bases. From v8.8 onwards on all plans.

→ You'll love it if your team keeps accidentally picking the wrong users in ticket fields because all non-agents are lumped together.

A QR code and direct link are now available in the WhatsApp Virtual Service Agent configuration, letting users start a bot conversation instantly without saving the number. Admins can copy or download the QR code to share via intranet pages, email signatures, or posters. From v8.8 onwards on all plans. Cloud only.

→ You'll love it if your WhatsApp support channel exists but nobody uses it because they don't know how to reach it.

A dedicated view under Requests > Tasks gives managers a single place to see all open and pending tasks across their help desks, with assignee, due date, and workflow relation at a glance. From v8.8 onwards on all plans.

→ You'll love it if you want to manage team capacity and assignments efficiently at scale.

End-users can now register absences in their profile and assign a delegate to handle their approvals while they're away. Any pending approval is rerouted automatically, with the action logged in the request history. From v8.9 onwards on all plans.

→ You'll love it if a workflow has ever stalled because an approver went on leave and their absence wasn't visible anywhere in the system.

Knowledge Discovery surfaces knowledge gaps from existing closed tickets and generates Knowledge Snippets to drive ticket deflection through the VSA and improved solution recommendations. Knowledge Discovery can now be enabled from AI Hub settings. To use it, you'll need the Virtual Service Agent active in at least one channel. From v8.9 onwards on all plans. Cloud only.

→ You'll love it if your knowledge base is always slightly outdated and your team doesn't have bandwidth to review it proactively.

The KB article section now supports filters by category, creation date, rating, views, visibility rules, last edited date, and responsible user, plus new columns for engagement metrics like useful/not useful counts and followers. Articles can be searched by title or content. From v8.9 onwards on all plans.

→ You'll love it if you want to manage and maintain your Knowledge Base efficiently at scale.