What’s new at InvGate Service Management

All commands in Microsoft Teams now support natural language. Say "show my requests" or "create a request" instead of using slash commands. From v8.7 onwards on all plans. No configuration needed.

→ You'll love it if slash commands were creating friction for users who just want to talk to the agent naturally.

Set a custom header greeting for the Virtual Service Agent's In-App Chat. Configure it from Integrations › Virtual Service Agent › In-App Chat. From v8.7 onwards on all plans

→ You'll love it if the default greeting didn't quite sound like your organization.

Automatically assign requests to the right agent based on workload, availability, skills, and past performance. This AI-powered feature distributes work more evenly across your team, reduces manual assignment tasks, and helps ensure requests reach the agents best suited to resolve them. From v8.4 onwards on all plans.

→ You'll love it if your team struggles with uneven workload distribution.

Filter and organize your request views by help desk or by the requester's location. This makes it easier to manage requests across teams or offices, especially in multi-site or multi-team environments. From v8.4 onwards on all plans.

→ You'll love it if you manage support across multiple locations or help desks.

A dedicated view for approvals makes it easier to track and manage pending approval requests. This separates approvals from your regular request queue, giving approvers a clearer workspace and reducing the chance of missed or delayed approvals. From v8.4 onwards on all plans.

→ You'll love it if your organization relies on approval workflows.

We've added new ready-to-use connectors that integrate directly with these tools: Okta, Microsoft Graph, Google Workspace, Google Meet, Google Calendar, Outlook Calendar, Zoom, DocuSign and SharePoint, making it easier to automate actions across systems without complex API configuration. From v8.4 onwards on Pro and Enterprise plans.

→ You'll love it if you automate workflows across multiple platforms.