What’s new at InvGate Service Management

A new column titled "Used by Virtual Service Agent" in the Knowledge Snippets section shows how often each Snippet appeared in conversations with the Virtual Service Agent. Click the number to break it down into deflected and non-deflected requests. The same data is included in the CSV export, alongside the existing "Recommended as solution" metric. Available in v8.13 on all plans. Cloud only.

→ You'll love this if you want to know which Knowledge Snippets are actually deflecting tickets.

A new "Category" column and filter in the "Knowledge Snippets" section allows moderators to narrow the review to a specific category in the service catalog. Available in v8.13 and later on all plans. Cloud-only.

→ You'll love this if you're moderating hundreds of Snippets and want to find the ones that need attention.

A new "AI Availability" status field appears in the detail view of Knowledge Base articles and Knowledge Snippets when AI Hub is enabled. The field shows "Available" or "Pending" so knowledge administrators know whether the latest version of their content has been indexed and is currently in use by Solution Recommendation and Virtual Service Agent. Clicking the field opens an explanatory modal. Visible to users with edit permissions only. From v8.11 onwards on all plans.

→ You'll love it if you've edited an article or snippet and had no way to tell whether AI features were already using the updated version or still serving the old one.

End users in the Self-Service Portal now see the same improved article table available to agents, with columns for Article, Category, ID, Rating, Last Edited, and Resolved Requests, plus filters. The mobile view is unchanged. From v8.11 onwards on all plans.

→ You'll love it if end users have struggled to find relevant articles in the Self-Service Portal and your agents end up resolving requests that the KB should have handled.

Export KB article metadata — including usage, views, and contribution to ticket resolution — through the existing Data Export feature. Use the results in external tools like Excel or Power BI to analyze knowledge base performance, track article quality over time, and cross-reference with other operational data. From v8.10 onwards on all plans.

→ You'll love it if your team has been measuring KB effectiveness manually or relying on support to pull custom exports on your behalf.

View and complete assigned workflow and request tasks from the request detail view in Microsoft Teams, without switching to the Service Portal or agent portal. A tasks section in the Teams view shows pending items with checkboxes, and you can complete one or multiple tasks in a single action. From v8.10 onwards on all plans. No configuration needed.

→ You'll love it if your team lives in Microsoft Teams and switching context to complete a task is causing requests to stall.