Teams | Collaboration | Customer Service | Project Management

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.

For more information please visit our site at www.invgate.com

For more information please visit our site at www.invgate.com

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!

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.

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.

For more information please visit our site at www.invgate.com

In today's video, we'll explain everything you need to know about configuration items (CIs) in IT and Service Management. What is a Configuration Item (CI)? Why they matter and how they help keep things running smoothly. From hardware to software, we'll explore the different types of CIs, their difference with assets, how to use these attributes to optimize your IT services, and more.

In this video, we share some pro tips on optimizing the ticketing process for your help desk. Why do you need a well-defined ticket workflow?

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. This provides a double benefit: improving the agents' and end-users' experience and simplifying tracking and measuring all service desk interactions in one place.