|
By Natalí Valle
When IT support teams have a great ticket management process, users get faster resolutions, and organizations minimize downtime. However, if you’re not following best practices for ticket handling, the process often comes with challenges: backlogs, miscommunication, or delays in prioritizing issues.
|
By Natalí Valle
When employees need answers quickly, hunting through multiple platforms for the right information can be frustrating. That’s why connecting your company’s knowledge base to Teams is such a valuable move. Microsoft Teams is already the central hub for many organizations, so integrating your knowledge base simplifies access to information, streamlines support, and strengthens your omnichannel strategy. But how does this work in practice?
|
By Natalí Valle
There are many reasons for implementing a knowledge base in HR. An effective knowledge base gives employees and HR teams quick access to policies, procedures, and answers to common questions, fostering smoother operations across the board. Why invest in an HR knowledge base? For one, it supports broader Knowledge Management efforts that can make a real impact on your organization. According to Gallup, the cost of replacing an employee can run between 50% to 200% of their annual salary.
|
By Natalí Valle
Are you looking to create a knowledge base? You don’t know where to start? Well, let me tell you that you’re in the right place. A knowledge base (KB) is a central tool within the scope of Knowledge Management. It can be a game-changer if you’re looking to improve self-service support, reduce repetitive support tickets and questions, and improve overall information sharing among employees.
|
By Natalí Valle
Smooth offboarding and efficient laptop returns are crucial steps for businesses, not only for operational efficiency but also for maintaining security. An effective offboarding process ensures company devices are returned promptly and securely, protecting data and preserving equipment for future use. The stakes are high: missed steps or mismanaged returns can leave sensitive data vulnerable and strain your resources when IT assets go unaccounted for.
|
By Celeste Mottesi
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 Management 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.
|
By Ignacio Graglia
With so many options available, choosing a help desk software in Canada can be challenging. These tools come packed with various features and offer unique advantages, but not all of them will suit your needs. For Canadian businesses, reliable help desk software is crucial for streamlining IT operations, improving service delivery, and ensuring that both internal teams and customers receive the support they need.
|
By Natalí Valle
As a help desk professional, you're likely all too familiar with password reset requests. These tickets often flood your queue, making up a significant portion of your daily workload. But don't worry—we've gathered password reset best practices to equip you with the knowledge and tools to handle these requests efficiently You'll also learn how to implement robust self-service solutions and educate users on best password management practices.
|
By Natalí Valle
Change is a constant part of business, but managing it effectively requires careful planning and the right approach. In this article, we'll explore the various types of Change Management and how they can help organizations adapt smoothly to new processes, technologies, and shifts in structure. Understanding these different types can provide clarity and direction, whether you're dealing with a major organizational overhaul or smaller process tweaks.
|
By Ignacio Graglia
With numerous help desk software options on the market, each offering different features and capabilities, choosing the right one can feel overwhelming. There are many factors to consider—costs, ease of use, integration with existing tools, local support, and compliance. When selecting help desk software in the UK, carefully weighing each of these factors is essential. In the UK, businesses are increasingly recognizing the importance of effective help desk software.
|
By InvGate
In this video, we'll explore the essential strategies and best practices to help you unlock the full potential of your organization's knowledge assets.
|
By InvGate
Help desk activities involve so many manual tasks that the job can quickly become tedious — leading to human error and high turnover. Service desk automation helps you avoid all that and allows IT support teams to focus on more complex and critical tasks. Some of the benefits that well-implemented automation can bring you include: Explore ten InvGate Service Management automation ideas in this video and boost your support efficiency!
|
By InvGate
Human Resources is responsible for various 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! The best part? You can build an HR ticketing system in under 10 minutes with InvGate Service Desk!
|
By InvGate
Automated ticket routing is a great way to boost your customer support. This video breaks down three essential rules for implementing an efficient ticket assignment process. Learn the benefits of automatic ticket assignment, understand what ticket routing is, and explore how to create effective ticket assignment rules.
|
By 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. 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!
|
By InvGate
Learn all about Total Cost of Ownership (TCO) in this concise guide. Understand why TCO matters and how it impacts your decisions. Learn the simple formula and calculate TCO.
|
By InvGate
The knowledge base is an essential part of IT support self-service options, right next to the service catalog and the self-service portal. With a solid knowledge base, you can significantly reduce the number of tickets submitted to the help desk since you allow end-users to solve problems by themselves. In addition, if you set them as private, you can create an internal knowledge base for your agents to set up standard operating procedures and help them troubleshoot issues.
- November 2024 (5)
- October 2024 (3)
- September 2024 (11)
- August 2024 (11)
- July 2024 (16)
- June 2024 (9)
- May 2024 (10)
- April 2024 (6)
- March 2024 (6)
- February 2024 (10)
- January 2024 (5)
- December 2023 (10)
- November 2023 (7)
- October 2023 (4)
- September 2023 (8)
- August 2023 (12)
- July 2023 (9)
- June 2023 (6)
- May 2023 (9)
- April 2023 (6)
- March 2023 (10)
- February 2023 (14)
- January 2023 (7)
- December 2022 (11)
- November 2022 (12)
- October 2022 (3)
- September 2022 (16)
- August 2022 (18)
- July 2022 (18)
- June 2022 (9)
- May 2022 (22)
- April 2022 (24)
- March 2022 (20)
- February 2022 (11)
- January 2022 (5)
- December 2021 (4)
- November 2021 (10)
- October 2021 (4)
- September 2021 (2)
- March 2020 (5)
- May 2019 (1)
- April 2019 (1)
- March 2019 (1)
From SME to large enterprises, InvGate improves IT support efficiency and customer experience with an integrated Service and Asset Management platform.
InvGate Insight, InvGate Manage, and InvGate Service are complementary IT management offerings designed to simplify and make life at work easier. Whether you need to offer IT support, to manage IT services, to manage IT assets, or all three, InvGate is here to help.
It’s our mission to help our customers help their customers, through solutions designed to optimize service delivery and support across all areas of business. Our technology is driven by customer needs – where ITSM and ITAM best practices meet these needs in a practical and affordable way.
Our Products:
- InvGate Service Desk: Improve IT operations through workflow, automation, knowledge management, self-service, and advanced analytics capabilities.
- InvGate Insight: Bring together asset data and information from across all of your organization´s technology domains.
- InvGate Assets: Track and manage all IT hardware and software assets in a centralized and automated way.
Your Gateway For Better IT.