Move a chat to a call when typing stops helping, and keep the history in one thread.
Get more done with Tidio and ServiceNow integration
Raise and track ServiceNow incidents from a Tidio conversation instead of a form.
No credit card required
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Integration availability depends on your Tidio plan.
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Category
Customer Service
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and ServiceNow
File an incident properly
Short questions in chat produce a ServiceNow incident with category, service and impact filled in.
Answer from knowledge first
A ServiceNow article often resolves the question before a ticket is needed.
Report status back
ServiceNow state changes flow into the conversation, so the reporter never has to ask twice.
Handle service requests
A catalog request can be raised from the conversation that prompted it.
Overview
ServiceNow is where the incident, the request and the change live, with the approvals attached. What it is not is a place people enjoy filing things. Connecting ServiceNow to Tidio lets somebody describe the problem in a conversation and have a properly formed incident created from it, with the category and the affected service filled in. Status comes back, so nobody opens the portal to check. ServiceNow keeps the workflow.
Key features
- Incidents from conversations A described problem becomes a ServiceNow incident.
- Status without the portal The requester hears when the ticket moves.
- Knowledge tried first A ServiceNow article can close it without a ticket.
- ServiceNow keeps approvals Changes and requests follow the existing workflow.
ServiceNow
Customer Service
Tags
Ticketing
Omnichannel Inbox
How it works
Connect ServiceNow in minutes
1
Connect ServiceNow and Tidio
Zapier, Integrately or Make links the two, or the Tidio API and a ServiceNow webhook do it directly.
2
Map the required fields
Ask in the conversation for category, service and impact, so the record is usable.
3
Send updates back
State changes in ServiceNow post to the conversation, so nobody chases for progress.
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Frequently asked questions
Common questions about the ServiceNow integration
Should every conversation create a ticket?
No. Try knowledge first, because a question answered in chat never needs a queue entry. Create a ServiceNow record when somebody else has to act, and let the agent decide rather than automating it for every message that arrives.
Will the records be good enough for reporting?
Better than a portal form, usually, because the conversation can ask a follow-up when an answer is vague. Map the mandatory ServiceNow fields to explicit questions and the incident arrives with a real category rather than the default somebody clicked past.
Is the ServiceNow integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the ServiceNow integration.