What’s new at InvGate Service Management

A save icon, like the one already in the Requests table, remembers your filters, columns, and sort order for the Articles table so you don't have to rebuild them every visit. From v8.18 onwards on all plans.

A customer gone quiet on a request doesn't have to mean manual follow-up. Configure the interval and number of reminders sent before anyone steps in, with the cycle stopping automatically as soon as they respond. From v8.20 onwards on all plans. Cloud and on-prem.

Share a report individually, where the recipient can view or modify their own copy, or with an entire help desk, where the shared version can't be deleted by recipients. From v8.18 onwards on all plans. Duplicate any saved data export to copy it with all columns and scheduling intact — useful for working around the one-export-per-day limit by scheduling copies at different times. From v8.19 onwards on Pro and Enterprise plans. Cloud and on-prem.

Understanding how a set of automated actions is configured no longer takes a database query. An export button in the Automations Configuration section pulls the setup for automated actions into a file you can review outside the product. From v8.18 onwards on all plans.

Get AI assistance while you're writing KB articles and snippets: in the content, select any text and apply one of four improvements — summarize, expand, refine, or adjust the tone. Ideal for writing articles twice as fast; for example, add your list of steps then apply the "Expand" option and see how they end up with more narrative and explanation. Toggle the feature on or off from Config > AI Hub > Knowledge Management. From v8.17 onwards on Starter and above plans.

→ You'll love it if you need to create a lot of KB articles ASAP and AI could assist you do it faster.

Make sure that HR receives cases instead of IT tickets, that facilities get jobs, that the legal department can handle matters, and that every department can access services in their own language. Create up to 10 custom request types in "Config > Requests > Request Types". These custom types work natively with automations, SLAs, custom fields, and reports. From v8.16 onwards on all plans.

→ You'll love it if your HR or Facilities team refuses to fully adopt the portal because every request ends up in a queue labeled "Incident."