Add ServiceNow Ticketing Integration to Service Desk Chat

Track Ticket Activity & Update Ticket Status During Chat Sessions

Help your employees solve common problems by deploying an enterprise chat service. Reply with common FAQs, integrate directly into Microsoft Teams, and connect with ServiceNow to track all activity, display, create, and resolve tickets directly from chat - and solve questions immediately.

In today's fast-paced business environment, efficient customer support is essential. Streamlining the process of accessing and managing incidents is crucial for businesses looking to provide exceptional service to their customers. This is where the ServiceNow integration in Chime comes into play. In this blog post, we will explore how Chime's ServiceNow Ticket Listing Pipeline Action and JavaScript API calls can help you enhance your customer support capabilities.

ServiceNow Ticket Listing Pipeline Action

Overview

Chime's ServiceNow Ticket Listing Pipeline Action is a powerful tool that allows you to fetch open incidents for a seeker and associate an existing ServiceNow incident with the chat session. This integration simplifies the workflow for your support team, enabling them to quickly identify and address seeker requests.

Chime V5 ServiceNow Features

Before diving into the details, it's essential to enable the necessary ServiceNow features in Chime:

• ChimeV5.Ticketing.ServiceNow

• ChimeV5.Pipeline.ServiceNowTickets

Service-Now Instance Configuration

To get started with this integration, your tenant admin will need to specify the ServiceNow instance URL and credentials in Chime's configuration settings. This step ensures a secure connection between Chime and your ServiceNow environment.

View the different enterprise service desk actions for Service-Now ticketing

Add a chatbot, or chat FAQ system, and integrate with ServiceNow - solve problems before creating a ticket

Configure your Service-Now credentials and Instance URL for your tenant

Add a chat FAQ or Chat Q&A to your ServiceNow ticketing system. Solve employee problems with chat - instead of just tickets

Pipeline Configuration

The pipeline configuration is a crucial part of this integration, as it determines how incidents are managed within Chime.

• Prompt: This field contains the title that will appear on the ticket listing card, providing clarity to your support team.

• No Result State: Specifies the pipeline key to which the seeker should be moved if no incidents are found for the seeker, ensuring a smooth experience.

• Lookup tickets using Session Meta Data Field: This field is used for searching incidents in ServiceNow, typically using the seeker's email address, making it easy to locate relevant incidents.

• Next Stage: Specifies the pipeline key to which the seeker should be moved after they select and associate an incident with the session.

• Options: Additional pipeline navigation options can be added to the ticketing card as needed, enhancing the user experience.

Define Service-Now ticket list fields for results for service desk chat flow placement and results

Add ServiceNow services to any area of the chat service. Display list of tickets using chat, create tickets, and solve issues with FAQs

Seeker Experience

For seekers, the experience is seamless. The pipeline shows a list of open incidents, making it easy for them to select the relevant incident. Clicking on an incident option reveals essential details, including links, descriptions, and the last updated timestamp.

View Service-Now tickets in your AI powered web chat

Associating Incident with Chat Session

Associating an incident with the chat session is a breeze. Using the option "This describes my concern," seekers can link the incident to the session, and the system will move them to the next state as specified in the pipeline configuration.

Associate Service-Now tickets with service desk chat sessions

Add chat, and chat FAQS, to an existing ServiceNow ticketing system. Service desk agents can use these chats to help employees

JavaScript API Calls for ServiceNow Integration

Chime V5 ServiceNow Features

Before diving into the details, it's essential to enable the necessary ServiceNow features in Chime:

• ChimeV5.Pipeline.ScriptChoice

In the pipeline action, "Evaluate JavaScript," several methods are available to access ServiceNow ticketing API calls, enabling you to perform various tasks efficiently.

Script Method - getServiceNowTickets('seekerEmailAddress')

To retrieve a list of tickets, you can use the following script call:

// Get tickets var tickets = getServiceNowTickets("${Guest.Email}");

// API call to update description var result = updateServiceNowTicketDescription('INC0007001', 'Updated description for the incident');

Assign Ticket to an Agent:

// API call to assign ticket var result = assignServiceNowTicket('INC0007001', 'agent@example.com');

These API calls return updated ticket records, ensuring that your incident management process remains efficient.

ServiceNow Create or Update Ticket Pipeline Action

Overview

The JIRA Create or Update Ticket Pipeline Action allows you to create new JIRA tickets or update existing ones. It also assigns tickets to specific advisors and pushes chat transcript to ticket records.

Chime V5 ServiceNow Features

To use Jira integration enable the following ServiceNow features:

• ChimeV5.Pipeline.ServiceNowCreateTicket

Pipeline Configuration

• Notify seeker incident is about to get created: Message to notify the seeker that a ticket is about to be created

• Provide seeker incident details: Message to provide seeker with ticket details: ${Ticket.Number}, ${Ticket.URL}

• Associate Question with specified ServiceNow Field: short_description

• Associate seeker email address with specified ServiceNow Field: caller_id

• Associate agent email address with specified ServiceNow Field: assigned_to

• Associate chat transcript with specified ServiceNow Field: work_notes

• Associate incident number with Session Meta data property: Ticket.Number

• Associate incident sysId with Session Meta data property: Ticket.Id

• Associate incident URL with Session Meta data property: Ticket.URL

Define Service-Now fields for easy ticket creation mid-chat

Display a list of open tickets for an employee using chat - so employees can check on status without engaging an agent

Define Service-Now fields for easy ticket creation mid-chat

Solve employee questions with chat and Microsoft Teams - and track everything using ServiceNow

Seeker Experience

For seekers, this pipeline action ensures a smooth experience. They are notified when an incident is about to be created or updated. They also receive ticket details, including the ticket number and URL, to access the ticket record.

Create a new ServiceNow ticket within your help desk chat flow

Conclusion

With Chime's ServiceNow integration, you can streamline your incident management process, making it easier for your support team to address seeker requests promptly. By leveraging JavaScript API calls, you can take your customer support to the next level, providing exceptional service to your clients.

For further information on ServiceNow ticket listing and ticketing metrics, refer to the related items listed above. Explore the possibilities and enhance your customer support capabilities with Chime's ServiceNow integration today!

Related Items

To further enhance your understanding and utilization of the ticketing integration in Chime, here are some related resources:

1. Use JavaScript for accessing ServiceNow Tickets

2. Ticketing Metrics

3. Microsoft Teams

4. Jira Ticketing

5. Cherwell Ticketing

These resources provide valuable insights into utilizing JavaScript API calls to access ServiceNow ticketing data, Microsoft Teams integration, as well as other ticketing services allowing you to unlock even more capabilities for your customer support.