What’s new at InvGate Service Management

Export KB article metadata — including usage, views, and contribution to ticket resolution — through the existing Data Export feature. Use the results in external tools like Excel or Power BI to analyze knowledge base performance, track article quality over time, and cross-reference with other operational data. From v8.10 onwards on all plans.

→ You'll love it if your team has been measuring KB effectiveness manually or relying on support to pull custom exports on your behalf.

View and complete assigned workflow and request tasks from the request detail view in Microsoft Teams, without switching to the Service Portal or agent portal. A tasks section in the Teams view shows pending items with checkboxes, and you can complete one or multiple tasks in a single action. From v8.10 onwards on all plans. No configuration needed.

→ You'll love it if your team lives in Microsoft Teams and switching context to complete a task is causing requests to stall.

Assign user-friendly names to automated steps in your workflows — including Web Services, Built-in Action Connectors, Building Blocks, Forms, and Approvals. During execution, users see the custom label with a "Processing information" subtitle so they know what's happening and whether they need to act. From v8.10 onwards on Pro and Enterprise plans.

→ You'll love it if users abandon requests mid-process because automated steps show generic or technical names that give no indication of what's happening or what comes next.

Building Blocks and Built-in Action Connectors are now organized into separate, clearly labeled sections in the workflow step menu and in Settings. Web Services appear in the general section, while integrations are grouped by tool with filters. From v8.11 onwards on Pro and Enterprise plans.

→ You'll love it if you manage multiple active integrations and scrolling through a combined list of custom blocks and connectors has made it hard to find what you need.

Two new actions are now available in the Okta Built-in Action Connector: update user attributes and add users to groups. Use them to build end-to-end onboarding, offboarding, and access lifecycle workflows without leaving InvGate Service Management. From v8.10 onwards on Pro and Enterprise plans.

→ You'll love it if your Okta workflows stall mid-process because you had to switch to Okta manually or build a custom web service call to update a user profile or manage group membership.

Add a "Create Google Meet space" action to any workflow step. The generated meeting link is passed as a variable to subsequent steps, so the right people get the right link without manual coordination. From v8.11 onwards on Pro and Enterprise plans.

→ You'll love it if your onboarding or incident response workflows require a meeting and someone has been creating Google Meet spaces manually outside the process.