What’s new at InvGate Service Management

Knowledge Discovery surfaces knowledge gaps from existing closed tickets and generates Knowledge Snippets to drive ticket deflection through the VSA and improved solution recommendations. Knowledge Discovery can now be enabled from AI Hub settings. To use it, you'll need the Virtual Service Agent active in at least one channel. From v8.9 onwards on all plans. Cloud only.

→ You'll love it if your knowledge base is always slightly outdated and your team doesn't have bandwidth to review it proactively.

The KB article section now supports filters by category, creation date, rating, views, visibility rules, last edited date, and responsible user, plus new columns for engagement metrics like useful/not useful counts and followers. Articles can be searched by title or content. From v8.9 onwards on all plans.

→ You'll love it if you want to manage and maintain your Knowledge Base efficiently at scale.

AI suggestions for priority, category, and major incident relations now analyze request content to deliver more reliable recommendations. Suggestions are capped at three per request to keep them focused, and configuration is available in AI Hub. From v8.9 onwards on all plans.

→ You'll love it if you want to unlock faster ticket resolution with AI-powered suggestions.

Workflows receiving user data from external systems like Entra ID or Okta can now map an incoming email, username, or ID directly to a user-type variable, removing the need of an extra web service step. From v8.9 onwards on Pro and Enterprise plans.

→ You'll love it if your approval routing workflows have an extra resolution step just to turn an email address into a user object.

Users can now attach files when creating requests through the MS Teams Virtual Service Agent, covering both in-chat attachments and mandatory custom file fields. If a file is required, the "Send" option is replaced by a "Continue with attachment" option that enforces the upload. From v8.9 onwards on all plans.

→ You'll love it if your MS Teams users need to send files when creating a request.

Turn an existing request into a Major Incident without losing its history, timeline, or context. When promoted, the original request becomes the Major Incident record, preserving all prior interactions. The system checks for similar active Major Incidents and offers to link instead of creating duplicates. From v8.7 onwards on all plans.

→ You'll love it if your team ends up recreating context from scratch every time a request needs to become a Major Incident.