What’s new at InvGate Service Management

Discover fresh updates and groundbreaking innovations tailored to transform and elevate today’s dynamic service environments.

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What’s new at InvGate Service Management

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AI adoption in ITSM: A 3-layered framework

Whitepapers & eBooks

AI adoption in ITSM: A 3-layered framework

NEW: Introduction to ESM

NEW: Introduction to ESM

Introduction to IT Asset Lifecycle Management

Introduction to IT Asset Lifecycle Management

What is ITSM?

What is ITSM?

What's your AI maturity level? Take the quiz!

Templates & checklists

What's your AI maturity level? Take the quiz!

Service Desk SOP

Templates & checklists

Service Desk SOP

The CFO’s Guide to IT Asset Management

Whitepapers & eBooks

The CFO’s Guide to IT Asset Management

What is ITAM?

What is ITAM?

How to set up an end-to-end hardware refresh strategy

How to set up an end-to-end hardware refresh strategy

Unlocking The Future of IT

Whitepapers & eBooks

Unlocking The Future of IT

139 updates found

139 updates found

Year

Month

Include company logo in dashboards exported as PDF

August 2025

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.

For more details about this update go to releases

AI-powered follow-up quick replies

August 2025

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.

For more details about this update go to releases

New workflow templates

July 2025

Five new templates are now available to accelerate process creation in everyday scenarios, including audits, contract renewals, employee relocations, legal document reviews, and visitor registrations. Each process includes prebuilt logic and best practices you can tailor to your organization. Available from v7.106 on Pro & Enterprise plans.

For more details about this update go to releases

Unifying data for simpler reports

July 2025

Shared custom fields used in multiple processes now appear as a single column automatically. This leads to cleaner views, simpler filters, more focused dashboards, and exports that don’t require manual cleanup. A small change with big impact on reporting clarity. Available from v7.106 on Pro & Enterprise plans.

For more details about this update go to releases

Analyze customer sentiment on a request

July 2025

This AI-powered feature helps teams prioritize better, prevent escalations, and respond with more empathy by analyzing the tone and language in customer messages. Sentiment is automatically classified as Positive, Neutral, or Negative at key moments in the request lifecycle. No setup required. Available from v7.106 on all plans.

For more details about this update go to releases

Estimated Time to Resolve (ETTR)

July 2025

A new AI-powered prediction shows how long it will take to resolve a request, giving both customers and agents immediate context and clear expectations. The estimate is based on historical resolution times and applies automatically to requests with SLA policies. Available from v7.106 on all plans.

For more details about this update go to releases