Ensure alignment and reduce manual effort. Specific field values from a Major Incident can now be automatically propagated to all related incidents. This speeds up the process and reduces the possibility of errors, keeping all affected incidents updated with the information needed for resolution. (v7.99)
New steps within workflows now let users perform basic actions in InvGate Service Management without needing to create a web service or call an API. Plus, you can now create or edit requests using field variables directly, no parser required. (v7.99)
[BETA upon request] Whatsapp Integration: New Virtual Service Agent channel
April 2025
Users can ask questions, request assistance, and create requests in a natural, chat-based format, from WhatsApp. The Virtual Agent leverages your Knowledge Base articles to deliver instant, accurate solutions, helping resolve issues faster and improving the self-service experience. You can request this feature to your Customer Success Manager or via Support. (v7.99)
Now internal comments visibility can be restricted across help desks to improve confidentiality and address privacy concerns. Agents will have access based on their role, collaboration status, and hierarchy, ensuring sensitive information remains protected.
