The speed and quality of interactions is a determining factor in customer satisfaction. And even though those aspects depend on several elements, artificial intelligence can greatly improve them. InvGate Service Desk AI-Improved Responses analyzes service desk agents' draft responses to requests, taking in all the details and the agents' input, and generates a new response that can summarize, expand, or change the tone of the original draft using Generative AI.

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. But you can speed this up with Generative AI. The Ticket Summarization feature can create a brief ticket summary with the incident's main activity. This can shorten the time it takes to onboard someone new to a complex ongoing incident by up to 90% (from 10 minutes to less than 1 minute), based on internal testing.

GenerativeAI and multimodal models are changing how we relate to technology – and now they will also change your IT service offering! The InvGate AI Hub consists of a series of features that enable artificial intelligence for IT teams. At its heart is our commitment to build tools IT teams use to enable every other team in the company. Generally speaking, the AI Hub has some clear advantages.

An updated knowledge base is essential to an organization's self-service offering. But keeping it updated is no easy task. What if you could have artificial intelligence work for you and help you with Knowledge Management? That's what InvGate Service Desk Knowledge Article Generation feature does! The Knowledge Article Generation feature allows you to transform service incident resolutions into knowledge article drafts in under 30 seconds (based on internal testing). The result? Time savings for help desk agents and updated knowledge base for the rest of your employees.

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. See how to create standard operating procedures for your service desk in this video, and get ready to improve IT support's quality, accuracy, and efficiency!

If your organization offers multi-site support across diverse locations or provides remote IT support, having a mobile help desk is indispensable for agents to provide consistent help despite the device where they choose to do so. The new InvGate Service Desk mobile app brings a ton of extra flexibility to adjust the platform to your company's needs and take it with you in your pocket.

The Facilities team is essential to the functioning of the entire organization. It's in charge of the workplace as a building, as well as all the amenities that make employees' work more accessible (and more comfortable). They need to process a large volume of maintenance requests daily and, thus, can benefit enormously from a ticketing system. Luckily, you can use your current service desk software to address this need.

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!

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.

Managing multiple help desks across different departments and teams is challenging. And working with various vendors adds an extra layer of complexity, inefficiency, and expenditure. But there's a way to integrate multiple help desks into one ITSM solution, as you can see in this video! Having a single point of contact has many benefits, including: So, what are you waiting for? Unify the help desks of multiple departments into InvGate Service Desk and consolidate your IT, HR, Finances, and Maintenance service offering!