---
title: "ServiceNow + Dialpad"
slug: "servicenow-dialpad"
updated: 2025-09-17T21:01:23Z
published: 2025-09-17T21:01:23Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dialpad + ServiceNow

Never miss an opportunity with Dialpad's native ServiceNow integration.

Our ServiceNow Integration is designed for your Contact centers and Coaching Teams, allowing them to:

- Connect to ServiceNow
- Create records
- Create tickets
- Log calls
- Log notes
- Log call dispositions

Let's take a look at how this integration works.

**Who can use this**

Dialpad’s ServiceNow integration is currently available to [Dialpad Support](http://www.dialpad.com/pricing) and [Dialpad Sell](http://www.dialpad.com/pricing) customers, as well as [Dialpad Connect](http://www.dialpad.com/pricing) users on a Pro or Enterprise plan.

## Enable ServiceNow

To enable the ServiceNow integration, head to your **Company Settings**.

1. Select **Integrations**
2. Navigate to **ServiceNow**
3. Select **Options**
4. Select **Manage Settings**
5. Select **Enable this feature**
6. Enter your**ServiceNow instance name**
7. Enter your **ServiceNow instance ID**
8. Enter your**ServiceNow client secret number**
9. Select **Save**

[ServiceNow_Integration](https://app.vidgrid.com/embed/TAJK4EmbcCGV)

To obtain your ServiceNow instance and secret number information, you’ll need to head to your ServiceNow portal.

1. Search **OAuth**
2. Select **System OAuth**
3. Click **New**
4. Select **Create an OAuth API endpoint for external clients** **![servicenow_create_auth.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12226303720603.png)**
5. Complete the following fields:
  - **Title:**Description
  - **Name:** Desired Name (ie. ‘*Aerolabs for ServiceNow’)*
  - **Client ID:** Auto Generated
  - **Client Secret:** Leave this field blank — ServiceNow will automatically generate a random password when the form is saved
  - **Redirect URL:**[https://dialpad-integrations.uc.r.appspot.com/oauth/callback/servicenow](https://dialpad-integrations.uc.r.appspot.com/oauth/callback/servicenow)
6. Select **Submit**
7. Write down your Client ID and Client Secret
  - Select the lock icon to see the client secret **![ServiceNow_unlock_secret.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12226379399963.png)**

## Configure ServiceNow settings

Once ServiceNow is enabled, it's time to configure your settings.

ServiceNow settings can be enabled for the entire company, or per office.

### Configure company settings

To set company settings, head to your **Dialpad** **Admin Settings**.

1. Select **My Company**
2. Select **Integrations**
3. Navigate to **ServiceNow**
4. Select **Options**
5. Select **Manage Settings**
6. Navigate to **Call Logging**
7. Select the desired preferences
8. Select **Save** [ServiceNow_CompanyLevel](https://app.vidgrid.com/embed/85I0Yltxha0w)

### Configure office settings

To set ServiceNow settings specific to an individual office, head to your **Dialpad****Admin Settings**.

1. Select the desired office
2. Select **Integrations**
3. Navigate to **ServiceNow**
4. Select **Options**
5. Select **Manage Settings**
6. Select**Customize for this office**
7. Navigate to **Call Logging**
8. Select the desired preferences
9. Select **Save** [ServiceNow_OfficeLevel](https://app.vidgrid.com/embed/fb0kTFA3fNVL)

## Manage Exceptions

Customize access and manage exceptions for the entire Company or across all Offices.

> [!WARNING]
> Tip
> 
> Selecting **Active Exception** applies the specific settings you made to the chosen target group.
> 
> Selecting **Inactive Exception** ignores any specific settings you made for the target group and applies the default Company settings.

### Manage Exception - Company

To add an exception at the Company level, head to your**Company Settings.**

1. Select **Integrations**
2. Navigate to **ServiceNow**
3. Select **Options**
4. Select **Manage Exceptions**
5. Select **Add Exception**
6. Navigate to **Assign Groups**
7. Select a group from the drop-down
8. Select a single or multiple target within the group
9. Select the desired preference
10. Select **Save** [SRVCNOW_Exception](https://app.vidgrid.com/embed/L5s5Y4gCLwvF)

> [!NOTE]
> Note
> 
> You can **Edi**t an exception to adjust settings for the target group, or **Remove** an exception to delete custom settings and revert to default settings from the Company, Office, or Group.

### Manage Exception - Office

To add an exception at the Office level, head to your **Dialpad Admin Settings**.

1. Navigate to **Office Settings**
2. Select **Integrations**
3. Navigate to **ServiceNow**
4. Select **Options**
5. Select **Manage Exceptions**
6. Select **Add Exception**
7. Navigate to **Assign Groups**
8. Select a group from the drop-down
9. Select a single or multiple target within the group
10. Select the desired preference
11. Select **Save** [SRVCNOW-Office](https://app.vidgrid.com/embed/ummG0eZIOS23)

> [!NOTE]
> Note
> 
> You can **Edit** an exception to adjust settings for the target group as needed, or **Remove** an exception to delete custom settings for the group and revert to default settings from the Company, Office, or Group.

## Connect to ServiceNow

Once ServiceNow has been enabled, agents will need to connect to their Dialpad account to ServiceNow.

1. Navigate to any **Contact**
2. Select the **C****ontact profile**
3. Navigate to **ServiceNow**
4. Select **Connect to ServiceNow**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1720029843486.png)
5. Follow the two-factor authorization process
6. Select **Allow**

## Contact matching

Match your Dialpad contacts with ServiceNow to easily access the contact’s call history, work notes, and ticket details from within Dialpad. Let’s take a look at a few of common contact-matching scenarios.

### No match - connect to a record

When speaking to a client who is not already a ServiceNow contact, you’ll need to create a new record or connect to an existing record.

To connect to an existing record:

1. Select **Connect to a record** ![connect_to_record.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286153564955.png)
2. Type the contact name in the text field
3. Select **Connect** ![connect_to_record_search.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286270611099.png)

### No match - create record

When speaking to a client who is not already a ServiceNow contact, you’ll need to create a new record or connect to an existing record.

To create a new record:

1. Select **Connect to a record** ![connect_to_record.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286153564955.png)
2. Select **Create New** **![service_now_create_new_.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286346587547.png)**
3. Enter the contact information
4. Select**Create**

### Confirmed match

Once a client record has already been created, you’ll see the confirmed match in the ServiceNow section of the contact’s profile.

![Profile information for Kevin Kare, including open incidents and contact details.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/confirmed-match-ServiceNow.png)

Here, you can:

- View open incidents
- View call history
- Update incident work notes
- Create a ticket
- Select the incident to open in ServiceNow

### Rematch existing match

People change roles and contacts sometimes need to be rematched.

To rematch a contact:

1. Navigate to the conversation sidebar
2. Open **ServiceNow**
3. Select the gear icon
4. Select the **More** menu
5. Select **Rematch record**

![rematch_service_now_record_.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12288333224603.png)
6. Enter the contact name in the text field
7. Select **Connect**

## Multiple matches

If there are multiple contact matches, Dialpad will display the variable contacts and ask you to select the correct one. The call will not be logged to any contact until you select the correct contact.

1. Select **Connect to a record** ![service_now_multiple_match.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12287193606939.png)
2. Select the correct contact
3. Select **Connect**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1720029724450.png)

## Create a ticket

Create a ServiceNow ticket from within your Dialpad conversation.

1. Select **Create ticket** **![create_service_now_ticket.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286555735195.png)**
2. Enter the required details:
  - Impact
  - Visibility
  - Description
  - Assignee (assign to yourself)
3. Select **Create** ![Profile interface showing incident creation options for Kevin Kare in ServiceNow.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/create-ticket.png)

## Incident review and update

Dialpad calls are logged as incidents in ServiceNow — one call represents one logged incident. Agents can add notes to the incidents as the call progresses. Not only that, but agents can also collate the same information with any existing open incident for the contact.

View and update work notes directly in Dialpad, these will be visible to yourself and your team the next time the contact calls.

1. Navigate to the conversation sidebar
2. Select **ServiceNow**
3. Enter the new work notes
4. Select **Update**to save the details

![update_servicenow_notes.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286991628315.png)

## View incident in ServiceNow

Need to view an incident in ServiceNow? No problem! Move from Dialpad to ServiceNow in just one click!

1. Navigate to the conversation sidebar
2. Select **ServiceNow**
3. Select **View incident** to open the full details in your ServiceNow account **![service_now_view_incident.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12286875193627.png)**

You can also access ServiceNow directly from within the More menu.

![view_in_service_now.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12288332503323.png)

## Supported Ai Fields

Dialpad Ai tracks recaps, action items, call tags, and outcomes, so follow-ups aren’t missed. If you use Ai CSAT or Playbooks, you’ll also see agent’s performance and CSAT scores.

Let's look at at which AI features are logged to, and supported, in ServiceNow.

| Field label | Data type | Description |
| --- | --- | --- |
| [Ai Summary](https://help.dialpad.com/docs/ai-recap) | Rich Text | Ai Recap of a call with 255 character limit. |
| [Ai Action Items](https://help.dialpad.com/docs/ai-spotlight-action-items) | Rich Text | The Action Items that were detected in the call, as generated in the Ai Recap. |
| Ai Outcome | Text | The AI-detected outcome of the call. Accessible in the Ai Recap object. |
| [Ai Call Purpose](https://help.dialpad.com/docs/ai-dialpad-dialpad-ai#call-purpose-category-types) | Text | The AI-detected Call Purpose category assigned to the call. Accessible in the Ai Recap object. |
| [Ai Playbook Adherence](https://help.dialpad.com/docs/ai-playbooks) | Percentage | Numeric value that explains how much a person adheres to the Ai Playbook. |
| [Ai CSAT](https://help.dialpad.com/docs/ai-csat-customer-satisfaction) | Number | AI-generated CSAT score. |

## Frequently asked questions

### **Can I connect SMS messages?**

No, not at this time.

### **Can I create a contact or Incident when the call is not active?**

Yes, you can create a contact or an incident when the call is inactive.

### **Can I log missed calls as incidents?**

Not currently, but we are working on it.

### **If we have multiple ServiceNow contacts, which contact will the call will log to?**

The call will be associated with the ServiceNow contact once the user has mapped the Dialpad contact to a ServiceNow contact. You’ll need to select **Connect** to a record and manually select the correct contact from the available options.

![service_now_multiple_match.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12287193606939.png)

### **Does this integration cost money?**

Nope! This is a native Dialpad integration, currently available to [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) and [Diapad Sell](https://www.dialpad.com/pricing/#sales-dialer) customers, as well as [Dialpad Connect](https://www.dialpad.com/pricing/#business) users on a Pro or Enterprise plan.

### **Are Dialpad call dispositions logged?**

Yes. [Call disposition codes](/v1/docs/enable-create-call-dispositions) entered in Dialpad are synchronized with ServiceNow.

Disposition codes appear in the "Resolution Notes" section of the activity field.

![Service_Now_disposition.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/13612716779547.png)

*Your Office or Company Admin must [enable Call Dispositions](/v1/docs/enable-create-call-dispositions#enable-call-dispositions-office-admin) before you will see them appear in Resolution Notes.

### What is ITSM?

ITSM is an IT Service Management plugin that supports several ServiceNow modules, including incident management.