What’s new at InvGate Service Management

A redesigned CI search overlay replaces the previous blank-page experience with a full-featured table showing pre-loaded results, per-column filters, sortable columns, and family tabs for Assets, Databases, Cloud Assets, and Business Applications. Access it from any CI custom field or the new "Advanced" button in the request panel. Available for all customers with an active InvGate Asset Management integration. From v8.11 onwards on all plans.

→ You'll love it if agents have been switching to Asset Management in a separate tab.

Add OAuth 2.0 via Microsoft Graph as an authentication method for your incoming email integration. It works alongside existing options and is the right choice for Microsoft 365 and Exchange Online environments and it also keeps your email-to-ticket flow working ahead of Microsoft's EWS deprecation in October 2026. Configure it from the Incoming Mail settings in your Service Desk. From v8.10 onwards on all plans.

→ You'll love it if your service desk runs on Microsoft 365 and you want a modern, supported authentication method for your email integration.

Administrators can now scope user custom fields to specific groups, so only relevant users appear as options in ticket fields. This removes mis-selections when working with contractors, vendors, or segmented user bases. From v8.8 onwards on all plans.

→ You'll love it if your team keeps accidentally picking the wrong users in ticket fields because all non-agents are lumped together.

A QR code and direct link are now available in the WhatsApp Virtual Service Agent configuration, letting users start a bot conversation instantly without saving the number. Admins can copy or download the QR code to share via intranet pages, email signatures, or posters. From v8.8 onwards on all plans. Cloud only.

→ You'll love it if your WhatsApp support channel exists but nobody uses it because they don't know how to reach it.

A dedicated view under Requests > Tasks gives managers a single place to see all open and pending tasks across their help desks, with assignee, due date, and workflow relation at a glance. From v8.8 onwards on all plans.

→ You'll love it if you want to manage team capacity and assignments efficiently at scale.

End-users can now register absences in their profile and assign a delegate to handle their approvals while they're away. Any pending approval is rerouted automatically, with the action logged in the request history. From v8.9 onwards on all plans.

→ You'll love it if a workflow has ever stalled because an approver went on leave and their absence wasn't visible anywhere in the system.