What’s new at InvGate Service Management

The Virtual Service Agent is now available in the mobile app so users can start a chat directly from their phone. This supports higher adoption of self-service channels. From v8.1 onwards.

→ You’ll love it if your organization depends on mobile access for everyday support from v8.1.

Admins can now define which end-users can mention or add watchers, filtering by company, group, location, or assigned desk. This increases control in multi-company environments. From v8.0 onwards.

→ You’ll love it if compliance is an issue for you or you manager sensitive requests.

Workflows created with the old editor that are ready to migrate now open in read-only mode. This prevents changes and ensures stability while you move to the new Workflow v2. v7.113 onwards.

→ You’ll love it if automating is part of your goals.

You can now use variables in API URLs inside Building Blocks. This makes integrations more flexible and lets you connect tools like Slack, Google Calendar, or Outlook more easily. From v7.113.

→ You’ll love it if you automate tasks using external applications.

Agents can now launch remote desktop sessions without leaving Service Management. When a device supports remote access through an existing integration, a banner in the CI details links directly to the session. From v7.113.

→ You’ll love it if your support teams assist users through remote sessions.

We improved visibility and access for the Agent Self-Service Portal to make it simpler for everyone to use. From v7.113.

→ You’ll love it if your agents manage internal requests from the portal.