What’s new at InvGate Service Management

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.