What’s new at InvGate Service Management

AI suggestions for priority, category, and major incident relations now analyze request content to deliver more reliable recommendations. Suggestions are capped at three per request to keep them focused, and configuration is available in AI Hub. From v8.9 onwards on all plans.

→ You'll love it if you want to unlock faster ticket resolution with AI-powered suggestions.

Workflows receiving user data from external systems like Entra ID or Okta can now map an incoming email, username, or ID directly to a user-type variable, removing the need of an extra web service step. From v8.9 onwards on Pro and Enterprise plans.

→ You'll love it if your approval routing workflows have an extra resolution step just to turn an email address into a user object.

Users can now attach files when creating requests through the MS Teams Virtual Service Agent, covering both in-chat attachments and mandatory custom file fields. If a file is required, the "Send" option is replaced by a "Continue with attachment" option that enforces the upload. From v8.9 onwards on all plans.

→ You'll love it if your MS Teams users need to send files when creating a request.

Turn an existing request into a Major Incident without losing its history, timeline, or context. When promoted, the original request becomes the Major Incident record, preserving all prior interactions. The system checks for similar active Major Incidents and offers to link instead of creating duplicates. From v8.7 onwards on all plans.

→ You'll love it if your team ends up recreating context from scratch every time a request needs to become a Major Incident.

Track how customers feel throughout a request with AI-powered sentiment scoring. Each customer message is analyzed and scored on a 0–100 scale, classified into configurable ranges. The system tracks both the initial and current sentiment, updating automatically with each new response. Results include a summary explaining the reasoning behind the score. Configure sensitivity levels and ranges from AI Hub. Available in request data exports for BI analysis. Cloud only. From v8.7 onwards on all plans.

→ You'll love it if you want to detect frustrated customers before they escalate.

User variables in Workflows now expose properties like email, name, and other attributes directly. Use them in Built-in Action Connectors and web service steps without extra API calls. For example, disable a user in Entra ID using the requester's email from the workflow variable, instead of making a separate call to retrieve it first. From v8.7 onwards on Pro and Enterprise plans.

→ You'll love it if your workflows call external services that need user details and extra steps slowing you down.