Teams | Collaboration | Customer Service | Project Management

October 2023

InvGate

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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InvGate

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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InvGate

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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InvGate

Introducing InvGate Service Desk's Virtual Agent For Microsoft Teams

Oct 9, 2023 By Celeste Mottesi In InvGate
Our integration with Microsoft Teams has reached a whole new level of proficiency. We’re pleased to introduce you to the InvGate Service Desk Virtual Agent for Microsoft Teams! It’s no news that you could already expand your support communication channels by integrating your service desk instance with Teams. Now, we’re adding new capabilities that leverage the possibilities Artificial Intelligence unlocks for IT Service Management to further improve the overall user experience.
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