Teams | Collaboration | Customer Service | Project Management

We are approaching the end of Q4 and it is time to defend the IT budget for next year. It is then that, as IT managers, we ask ourselves: wouldn't it be convenient to outsource IT? Of course, this is not a simple question to answer, mainly because we need to analyze multiple factors in order to find an answer that fits each organization. So, if you're looking for a yes or no answer, we're sorry to disappoint you.

Same as with an email ticketing system, integrating Microsoft Teams with your help desk is a way to use an established communication channel in your organization to your advantage. If your company has this software as part of its tech stack, your Support Team must be already receiving requests and issues through there. The thing is that, if left unattended, it becomes an informal communication channel.

Human Resources is responsible for a variety of functions within an organization, from hiring and onboarding to benefits and payroll. And, as also happens with IT, there are several repetitive tasks within those responsibilities. That's why companies are leaning more and more into HR automation to put their teams' time to better use. This is nothing more than to use technology to streamline HR processes and improve efficiency. To do so, there is multiple HR automation software out there.

Every 4 years, the World Cup poses the same challenge to companies and organizations: how to balance the interest in the most important event of the year with the needs of work itself? During Russia 2018, the World Cup entered the offices with the proliferation of streaming services, allowing everyone to access the matches anywhere, either from their mobile devices or work computers.

2022 was a great year for InvGate, both from a business and product perspective. And regarding the latter – which is the one that concerns me – we expanded our teams, enhanced the capabilities of and , and laid the groundwork for an even more promising 2023. All without losing sight of the company’s core values.

It’s common for IT support teams to have one subject matter expert, that one agent that can solve any problem without help or setback. But no matter how tempting it might be to solely trust in their expertise, the “knowledge hero” is not the smartest strategy for your team, and you can offset it quite easily by having an internal knowledge base. The tricky part of relying on subject matter experts is that you don’t have a plan B for when they’re unavailable.

Ticket escalation is essential to ticket management and the ticket process flow. In a nutshell, it's a way to provide quick responses to tickets and keep up with your SLAs – which is crucial if we consider that speed is the number one factor that impacts end-user happiness with IT incident resolutions. Therefore, escalation is a way to provide the best possible service for users and customers when requests are reassigned to specialized help desk agents.

Human Resources automation takes various forms, and one of them is automated employee onboarding. It makes sense: the onboarding process is a key element in the lifecycle of any employee, and in fact, 93% of new hires assure that their onboarding process would determine whether they would stay at the company. The onboarding process is the first time a new employee gets a feel for your organization, brand, and work culture. So, it's something that companies should not take lightly.

Employees leaving their jobs is a common problem across industries, but it’s a major one in IT. However, there’s hope – at least for agent churn rates. A Skillsoft survey raised concern: 53% of IT professionals are considering leaving their current employers due to a decline in job satisfaction rates from 2021 to 2022. To face this situation, managers and C-levels all over the world are starting to look at employee experience with so much more detail than in previous years.

At InvGate, we’re always chasing the goal of providing the best product for our users. This is why we bring you new improvements with every new version of and. And this month is no exception. November’s updates include: Now, let’s take a closer look at these!