In July, we brought some exciting updates for InvGate Service Management. We have launched three new features that enhance customization, elevate the tool’s reporting capabilities, and improve day-to-day Ticket Management:
- New Request views.
- API for large data extraction.
- Approvals in case of absences.
So, without further ado, let’s dive in!
InvGate Service Management
Updated Request Views
InvGate Service Management’s Request Views evolved, and now include customization! Starting at version 7.53.0, you’ll be able to create personalized views to meet the needs of agents and managers alike.
The feature is enabled by default (you can always turn it off by deselecting the "New request view" checkbox under Settings >> Requests >> General).
If it’s active, you can create multiple views to easily access and share the data you need. In addition, you can see requests as individual cards, apply more refined filters, and more!
This Request Views update was designed to increase productivity, improve visibility, and facilitate collaboration – all with real-time data.
New API for large data extraction
We have also developed a new API specialized in massive data extraction. With it, you can collect information in an efficient and scalable way to process and analyze it outside the Service Desk.
This is ideal to integrate your instance with PowerBI, Tableau, or any other data visualization tool. It will also help you run complex reports with multiple databases.
New approvals in case of absences
We know the importance of having the approval process working even when the designated approvers are on vacation or license. To keep everything running, we’ve added the option for users to designate an Approval Manager to take over in case of planned absences, make sure requests are not routed to off duty agents, and that it doesn’t affect the SLAs in their current tickets.
And that’s it for this month! Remember that, if you have any questions about these updates or anything else, you can always contact our support team or your dedicated partner. They’re always ready to jump in!
