Integrate ServiceNow and Dialpad

Our ServiceNow integration is currently available to Pro and Enterprise plans. Admins can download the Dialpad app from the ServiceNow store.

Build stronger IT management from anywhere. With the integration, your Agents can:

  • Automatically log calls as new tickets in ServiceNow, complete with voicemail and call recordings attached
  • Connect customers in Dialpad to existing ServiceNow records
  • Create new incident or change reports directly in Dialpad
  • View and access unresolved + resolved tickets 

Let's take a closer look at how you can integrate ServiceNow for your entire team. 

Download the Dialpad App in ServiceNow 

To add the ServiceNow integration, you'll first need to install the Dialpad app from the ServiceNow store

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Once installed, you'll navigate back to the Dialpad Admin portal to finish setting up and enabling the integration. 

Enable the ServiceNow Integration (Single Office)

To add the ServiceNow integration to your individual office, follow these steps:

  1. Navigate to Admin Settings > Office > Integrations
  2. Next to ServiceNow select Enable from the drop-down menu 

You'll be prompted to configure your ServiceNow integration before finalizing the enablement. 

Enable the ServiceNow Integration (Multiple Offices)

To add the ServiceNow integration for multiple offices in your Org, follow these steps:

  1. Navigate to Admin Settings > Company Settings > Integrations
  2. Next to ServiceNow select Enable from the drop-down menu 

You'll be prompted to configure your ServiceNow integration before finalizing the enablement. 

After turning the integration on for your company, you'll need to select which offices you'd like to enable. To do this, select Edit Access from the drop-down menu.

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Enable ServiceNow for Users

Once you've added the integration to either a specific office or multiple offices, you'll need to choose which team members have access. To do this, follow these steps:

  1. Navigate to Admin Settings > Office > Integrations
  2. Next to ServiceNow select Edit Access from the drop-down menu

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Once enabled here, your users will see the ServiceNow integration appear on their contact's sidebar

Enable Call Logging

To create tickets automatically during inbound calls, call logging must be enabled. You'll be able to enable call logging at the Company, Office, Department, or Queue level.

Just navigate to that specific line and then Advanced Settings

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