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InvGate Service Desk And Jira Integration: Add a Help Desk to Project Management and Software Development

Nov 21, 2023 By Celeste Mottesi In InvGate
If your organization already uses Jira for software development or project tracking but lacks a service desk, then this is perfect to have the best of both worlds. The InvGate Service Desk and Jira integration allows you to add a help desk to your Project Management and software development tools in just a few clicks.
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Set up an HR Help Desk in Under 10 Minutes by Adding it to Your ITSM Tool

Nov 17, 2023 By InvGate In InvGate
Human Resources is responsible for a variety of functions within an organization, from hiring and onboarding to benefits and payroll. Therefore, it's the perfect area to start an ESM rollout. You can expand ITSM software to other company areas — contributing to their digital transformation and sharing some costs in the middle! And the best part is you can build an HR ticketing system in under 10 minutes with InvGate Service Desk!
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6 Service Desk Trends to Look Out For in 2024

Nov 14, 2023 By Ariel Gesto In InvGate
2023 was a transformative and eye-opening year for the service desk, with various needs that had only been lurking in the background coming to the forefront. And as we embark on the journey into 2024, the dynamic landscape of IT Service Management (ITSM) continues to undergo an accelerated transformation, with emerging service desk trends setting the stage for a revolution in customer support and technical assistance.
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Service Desk Standard Operating Procedure: Guide + Free Template

Nov 14, 2023 By Matt Beran In InvGate
Service desk Standard Operating Procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction. When designing a SOP, the key lies in keeping it simple, clear, and making sure it incorporates everything the user needs to follow it accordingly.
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Neal Travis on Building Community Within a Customer Support Team

Nov 6, 2023 By Manuela Aggio In InvGate
Building community within teams has many perks. It enhances communication, knowledge sharing, productivity, and overall employee well being. This is particularly true for customer support teams, where fast paced environments, conflict resolution, and customer engagement shape day to day operations.
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5 Service Level Agreement Metrics to Track Service Fulfillment

Nov 1, 2023 By Brenda Gratas In InvGate
Are you already keeping a close eye on Service Level Agreement (SLA) metrics? As part of your IT Service Management (ITSM) strategy, these metrics help you not only meet but exceed your service delivery goals. Following the age-old rule of service delivery, “The customer is always right,” organizations worldwide strive to provide efficient service to their customers, clients, or internal stakeholders.
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Mastering the Help Desk Staffing Model: Practical Strategies for Success

Oct 20, 2023 By Brenda Gratas In InvGate
As the complexity of the help desk staffing model continues to grow, businesses grapple with essential questions – When is the right time to expand the team? How to identify and hire the best-fit candidates? And what's the ideal headcount for an efficient service desk?
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How to Create a Service Level Agreement (SLA): Video Tutorial

Oct 18, 2023 By Celeste Mottesi In InvGate
Incorporating Service Level Agreements (SLAs) to your IT Service Management (ITSM) strategy sets common expectations for all the parties involved. They provide agents a clear framework to solve requests, helping businesses to meet customers’ needs and maintain high service standards. But how do you exactly create one? What do you need to have in mind? That’s what we’ll show you in this article!
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How to Use Help Desk Priority Levels to Prioritize Support Tickets

Oct 11, 2023 By Celeste Mottesi In InvGate
Setting help desk priority levels ensures every ticket is categorized and solved according to urgency and relevance. It creates the foundation for a proactive support strategy, helping your team to meet resolution times and avoid major issues or disruptions. For them to work successfully, you need a clear help desk ticketing process flow and InvGate Service Desk to automate it. If you have the two, you're set to succeed. How? Keep reading to find out!
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Setting up InvGate Service Desk's Virtual Agent For Microsoft Teams

Oct 10, 2023 By InvGate In InvGate
If you were looking for help desk software that integrates with Microsoft Teams, InvGate Service Desk was already your go-to option. However, our MS Teams integration has reached a whole new level of proficiency. Connecting Microsoft Teams with InvGate Service Desk turns the messaging platform into a formal communication channel while centralizing interactions in the backend, providing you with a double benefit: improving the agents' and end-users' experience and simplifying tracking and measuring all service desk interactions in one place.
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