What’s new at InvGate Service Management

The global search bar now returns requests in text-based searches. Results are grouped by entity type with highlighted matches, and you can navigate between types using tabs. In the requests tab, an advanced search table gives you column filters, sorting, relevance ordering, and phrase matching with quotes. From v8.16 onwards on all plans. Cloud only.

→ You'll love it if your agents want to find things ASAP to start working on them.

In the advanced search table, click the three-dot menu to select which columns to display. From v8.17 onwards on all plans. Cloud only.

The Self-Service Portal now highlights the categories each user actually uses the most, based on their request history, and shows them first with a "Most used" badge. Suggestions appear on the home page and when creating a request, both in the Self-Service Portal and the agent portal. No configuration needed. From v8.17 onwards on Starter and above plans.

→ You'll love it if users have trouble finding the right category for their recurrent requests.

Five new Built-in Action Connectors are now available in the Workflow Editor: Okta (users, groups, app assignments), PagerDuty (incidents, on-call schedules, escalation policies), Confluence (pages, spaces, attachments), Tenable (scans, assets, vulnerabilities), and Notion (databases, pages, users, comments). From v8.17 onwards on Pro and Enterprise plans.

→ You'll love it if you want workflows that route to whoever is on call in PagerDuty, check access in Okta, or pull the right Confluence runbook.

From the workflows list, open the burger menu on any workflow to see its full version history — version numbers, creation and modification dates, deploy dates, and the user responsible for each action. Export any version as an .sdw file for audit or backup. From v8.16 onwards on Pro and above plans.

→ You'll love it if your post-incident reviews for broken workflows always start with "does anyone know when this was last changed?"

Two new reports of AI Hub give administrators full visibility into how AI is performing across the organization. Your CIO mandated 20% "deflection" and 50% adoption of AI. The VSA report shows deflection by category; the AI Functionalities report flags which L1 agents never touch AI suggestions, so you retrain the agents to use suggestions instead of guessing. From v8.13 onwards for the VSA report, and v8.15 onwards for AI Functionalities, on all plans.