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Virbhadrasinh
Virbhadrasinh
Contributor ⭐️⭐️
October 8, 2021

Private messages: integration with ServiceNow

  • October 8, 2021
  • 3 replies
  • 26 views

If user send private message to Moderator with any issue.

  • Moderator can transfer that msg to serviceNow from control environment.
  • Once Issue is resolve get update from ServiceNow.
  • And Moderator can notify User with direct Message.

    3 replies

    daniel.boon
    daniel.boon
    Helper ⭐️⭐️⭐️
    October 20, 2021

    Thanks for sharing this idea @Virbhadrasinh !

    Pushing a private message where a user needs additional support to ServiceNow makes total sense. For the second two bullets, do you think they’re really necessary? I’m not super familiar with ServiceNow, but for instance with Zendesk an email thread is created and the conversation between the end user and support continues there.

    Also linking a more generic related idea from Scott:

     

    inSided product alumnus
    daniel.boon
    daniel.boon
    Helper ⭐️⭐️⭐️
    October 20, 2021
    Updated idea statusNew→Open
    inSided product alumnus
      Virbhadrasinh
      VirbhadrasinhAuthor
      Contributor ⭐️⭐️
      October 20, 2021

      @daniel.boon Thanks for reply,

      ServiceNow is work as incident management and this integration helps to moderators.

      If moderators don’t able to resolve issue instantly in msg reply , they will create ticket with ServiceNow with Details(Which User sent in Private msg). From serviceNow issue will assign to appropriate team.

      Once Team resolve Issue they will Update serviceNow Ticket status and based on status If we get status back in Insided with details/Msg .(The solution or the steps taken to solve that).

      After getting the details Moderator can send that details to user via Private Massage.

       

      Above flow which would be great , also email notification based on updates add more power to update users with message.

       

       

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