Dialpad + ServiceNow

Margaret Beinarovics

Updated September 15, 2026 05:00

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 eligible Dialpad Sell, Dialpad Support, and Dialpad Connect users. Refer to our Pricing Page to see if you have access to this feature. If you have questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.

Enable ServiceNow

To enable the ServiceNow integration, go to your Company Settings.

Select Integrations
Navigate to ServiceNow
Select Options
Select Manage Settings
Select Enable this feature
Enter your ServiceNow instance name
Enter your ServiceNow instance ID
Enter your ServiceNow client secret number
Select Save

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

Search OAuth
Select System OAuth
Click New
Select Create an OAuth API endpoint for external clients
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
Select Submit
Write down your Client ID and Client Secret
- Select the lock icon to see the client secret

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, go to your Dialpad Admin Settings.

Select My Company
Select Integrations
Navigate to ServiceNow
Select Options
Select Manage Settings
Navigate to Call Logging
Select the desired preferences
Select Save

Configure office settings

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

Select the desired office
Select Integrations
Navigate to ServiceNow
Select Options
Select Manage Settings
Select Customize for this office
Navigate to Call Logging
Select the desired preferences
Select Save

Manage Exceptions

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

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, go to your Company Settings.

Select Integrations
Navigate to ServiceNow
Select Options
Select Manage Exceptions
Select Add Exception
Navigate to Assign Groups
Select a group from the drop-down
Select a single or multiple target within the group
Select the desired preference
Select Save

Note

You can Edit 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, go to your Dialpad Admin Settings.

Navigate to Office Settings
Select Integrations
Navigate to ServiceNow
Select Options
Select Manage Exceptions
Select Add Exception
Navigate to Assign Groups
Select a group from the drop-down
Select a single or multiple target within the group
Select the desired preference
Select Save

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.

Navigate to any Contact
Select the Contact profile
Navigate to ServiceNow
Select Connect to ServiceNow
Follow the two-factor authorization process
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:

Select Connect to a record
Type the contact name in the text field
Select Connect

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:

Select Connect to a record
Select Create New
Enter the contact information
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.

Screenshot of a contact profile's sidebar with an orange box highlighting a matched ServiceNow record showing options to create a ticket and a list of open incidents.

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:

Navigate to the conversation sidebar
Open ServiceNow
Select the gear icon
Select the More menu
Select Rematch record
Enter the contact name in the text field
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.

Select Connect to a record
Select the correct contact
Select Connect

Create a ticket

Create a ServiceNow ticket from within your Dialpad conversation.

Select Create ticket
Enter the required details:
- Impact
- Visibility
- Description
- Assignee (assign to yourself)
Select Create

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.

Navigate to the conversation sidebar
Select ServiceNow
Enter the new work notes
Select Update to save the details

View incident in ServiceNow

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

Navigate to the conversation sidebar
Select ServiceNow
Select View incident to open the full details in your ServiceNow account

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

Screenshot of the ServiceNow integration widget with an orange arrow pointing to the gear icon menu and an orange box highlighting the "View record in ServiceNow" option with an external link icon.

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	Rich Text	AI Recap of a call with 255 character limit.
AI 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	Text	The AI-detected Call Purpose category assigned to the call. Accessible in the AI Recap object.
AI Playbook Adherence	Percentage	Numeric value that explains how much a person adheres to the AI Playbook.
AI CSAT	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.

Screenshot of the ServiceNow section in Dialpad showing "2 matches found," framed by an orange box with an orange arrow indicating the "Connect to a record" link.

Does this integration cost money?

Nope! This is a native Dialpad integration, currently available to Dialpad Sell, Dialpad Support, and Dialpad Connect users. Refer to our Pricing Page to see if you have access to this feature. If you have questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.

Are Dialpad call dispositions logged?

Yes. Call disposition codes entered in Dialpad are synchronized with ServiceNow.

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

Screenshot of a ServiceNow ticket record showing the Activities field with an orange box and arrow pointing to "Resolution notes" containing the synced call disposition entry "DISPOSITION: Balance Inquiry."

*Your Office or Company Admin must enable Call Dispositions 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.