Trying to answer the question of what the future of the workplace will look like seems to be a never ending discussion. Of course, this interests both employers and employees, who tend to feel uncertain about the constantly changing landscape and put a lot of thought and effort into arriving prepared for what’s coming.

The integration of artificial intelligence in the service desk has become a game-changer, revolutionizing the way organizations handle customer support and IT Service Management (ITSM). In this sense, AI service desk solutions offer a range of benefits, from improved efficiency and cost savings to enhanced customer satisfaction. So, to help you harness the power of AI in your service desk, in this article we'll discuss practical ideas and strategies to implement the technology effectively.

And just like that, the future has arrived: artificial intelligence tickets are here. Undoubtedly, AI has transformed —as well as many areas of our lives— the landscape of Ticket Management, offering a series of benefits for organizations looking to streamline their IT support operations. This article will explore how AI-powered ticketing systems can enhance efficiency, improve issue resolution times, and elevate customer satisfaction.

We’re pleased to announce that InvGate has recently renewed the SOC 2 Type II certification. This achievement shows our commitment to the industry’s best data protection and compliance practices. The SOC 2 standard was developed by the American Institute of Certified Public Accountants (AICPA). It consists of a third-party audit that evaluates how companies worldwide handle data privacy. Keep reading to learn how the renewal impacts you.

March brings some relevant news for our solutions. InvGate Service Desk got certified, and InvGate Insight’s integrations have expanded, amongst other exciting announcements. But before we see the product updates in detail, let’s begin with huge company news!

It brings us great joy to announce that InvGate Service Desk has obtained PeopleCert’s ITIL 4 Certification, showcasing our ongoing dedication to upholding the highest industry standards and delivering a reliable solution for our users across the globe. Following rigorous assessments, an accredited consultant from PeopleCert conferred the ITIL 4 certification upon InvGate Service Desk 7 (the latest version of the Service Management tool), acknowledging its alignment with the following practices.

To master the art of running a successful service desk, imagine it as a game of chess. Each piece, whether it's your team, the tools you use, or the strategies you implement, plays a crucial role in winning the game. There's no one-size-fits-all approach to how to improve IT support, but the tactics outlined in this article will undoubtedly boost your service desk's efficiency, enrich the user experience, and optimize the Return on Investment (ROI) of your tool.

An updated knowledge base is an essential part of an organization's self-service offering. But keeping it updated is no easy task. What if you could have artificial intelligence (AI) work for you and help you with Knowledge Management? That’s what InvGate Service Desk Knowledge Article Generation feature does! According to a report by Microsoft, 88% of respondents expect a brand or organization to offer self-service support, and 66% begin with self-service when in need.

The IT world has always evolved quickly, but the explosion of generative AI and multimodal models is a major breakthrough in the industry. It is changing how we relate to technology – and now it will also change your IT service offering. We’re very excited to introduce you to InvGate AI Hub. InvGate AI Hub consists of a series of features that enable artificial intelligence for IT teams.

Some help desk tickets are solved in just one exchange. Others might need more interactions, more people to review them, or even require escalation. All that back and forth generates multiple messages, and new observers may need up to 10 minutes to catch up. You can now use the Ticket Summarization feature on InvGate Service Desk to speed this up! Using generative AI, this feature can create a brief ticket summary with the incident’s main activity.