What’s new at InvGate Service Management

Administrators can now choose whether approvers are automatically added as followers when they are assigned to a ticket approval step. If you disable this feature, approvers will still receive approval notifications, but without the full stream of follower notifications that come with each ticket they sign. Available in v8.13 on all plans.

→ You'll love this if your approvers spend their days deleting notifications from followers of tickets they've only signed once.

A new "Software Deployment" step in the Workflow Editor triggers software deployment plans on computers in InvGate Asset Management without leaving InvGate Service Management. The step queues the deployment in InvGate Asset Management, waits for confirmation, and saves the result to a variable for use in subsequent conditions. Early access available starting with v8.13 for Pro and Enterprise plans.

→ You'll love this if your employee onboarding workflows keep getting held up every time an agent has to switch over to InvGate Asset Management to install software on a new hire's laptop.

A new column titled "Used by Virtual Service Agent" in the Knowledge Snippets section shows how often each Snippet appeared in conversations with the Virtual Service Agent. Click the number to break it down into deflected and non-deflected requests. The same data is included in the CSV export, alongside the existing "Recommended as solution" metric. Available in v8.13 on all plans. Cloud only.

→ You'll love this if you want to know which Knowledge Snippets are actually deflecting tickets.

A new "Category" column and filter in the "Knowledge Snippets" section allows moderators to narrow the review to a specific category in the service catalog. Available in v8.13 and later on all plans. Cloud-only.

→ You'll love this if you're moderating hundreds of Snippets and want to find the ones that need attention.

A new "AI Availability" status field appears in the detail view of Knowledge Base articles and Knowledge Snippets when AI Hub is enabled. The field shows "Available" or "Pending" so knowledge administrators know whether the latest version of their content has been indexed and is currently in use by Solution Recommendation and Virtual Service Agent. Clicking the field opens an explanatory modal. Visible to users with edit permissions only. From v8.11 onwards on all plans.

→ You'll love it if you've edited an article or snippet and had no way to tell whether AI features were already using the updated version or still serving the old one.

End users in the Self-Service Portal now see the same improved article table available to agents, with columns for Article, Category, ID, Rating, Last Edited, and Resolved Requests, plus filters. The mobile view is unchanged. From v8.11 onwards on all plans.

→ You'll love it if end users have struggled to find relevant articles in the Self-Service Portal and your agents end up resolving requests that the KB should have handled.