Teams | Collaboration | Customer Service | Project Management

InvGate

How to Define an SLA Policy in InvGate Service Management

Jan 31, 2026 By Melisa Wrobel In InvGate
An SLA policy sets clear expectations for response and resolution times, but when it’s poorly defined or inconsistently applied, support teams quickly lose control over priorities. Requests start piling up, deadlines slip, and users receive uneven service depending on who handles the ticket. On InvGate Service Management, you can create and manage multiple SLAs in a few clicks. This article explains how to define SLA and SLO policies, and why a single SLA policy often falls short.
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WFM Forecast Scenarios (EAP): Test, activate multiple forecasts for smarter staffing | What's New

Jan 27, 2026 By Zendesk In Zendesk
Planning staffing around campaigns, holidays, or unexpected volume shifts is hard with a single forecast. WFM Forecast Scenarios let you create and compare multiple forecasts for each workstream. Adjust algorithms, historical data, and volume assumptions to test different scenarios—then activate the one that best fits your staffing needs without disrupting existing forecasts. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
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teamsupport

Top AI Chatbots to Transform Customer Support in 2026

Jan 23, 2026 By Amanda Davis In TeamSupport
Choosing the best AI chatbots for customer service in 2026 comes down to one thing: how well they blend knowledge-grounded answers with seamless help desk and CRM workflows. According to Gartner, in 2025, 80% of companies were already using — or planning to use — chatbots in their customer service strategy. The AI chatbot market in 2026 favors platforms that deflect routine questions, route complex issues to the right agent, and learn from every interaction to lift CSAT and reduce costs.
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teamsupport

How Businesses Are Transforming Support with AI-Without Losing the Human Touch

Jan 23, 2026 By Amanda Davis In TeamSupport
What if every customer could feel truly seen in AI customer support—not just recognized by a ticket number or automated reply, but understood in context, intent, and history? For many businesses, this question sits at the heart of modern customer experience. AI customer support has evolved far beyond basic chatbots and canned responses. Today, it represents an opportunity to combine intelligence, speed, and personalization in ways that were previously impossible at scale.
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Knowledge connector for Confluence: Bring content into Zendesk to power support | What's New

Jan 20, 2026 By Zendesk In Zendesk
Many teams already have valuable knowledge stored in Confluence — but it’s often disconnected from support experiences. The Knowledge connector for Confluence lets you bring existing Confluence content into Zendesk so it can be used across help center search, Agent Workspace, and AI-powered responses. This means customers, agents, and AI agents can surface answers from Confluence without duplicating content in Zendesk.
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InvGate

How to Automate Access Revocation During Employee Offboarding With InvGate

Jan 16, 2026 By Natalí Valle In InvGate
Employee offboarding often moves faster than access removal. Accounts stay active longer than they should, licenses remain assigned, and shared tools keep former employees listed as active users. Each delay increases the risk of unauthorized access and leaves IT teams cleaning up issues that could have been avoided with a clear, automated revocation process. Asset revocation refers to the removal of access to company-owned resources when an employee leaves.
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workativ

Microsoft Copilot Pricing Breakdown: Is It Worth the Cost in 2026?

Jan 14, 2026 By Deepa Majumder In Workativ
Microsoft Copilot is often marketed as AI included with Microsoft, suggesting a simple, predictable add-on to Microsoft 365. In reality, Copilot pricing is layered, conditional, and easy to underestimate. What starts as a per-user cost quickly escalates into eligibility requirements, additional licenses, usage-based capacity limits, and data-readiness dependencies that are not always clear upfront.
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