On November 18, WashU IT successfully introduced live chat support for the entire university community through the WashU Service Desk Portal. The new feature provides the university community with a flexible and convenient way to seek assistance, complementing the existing options of email, phone and self-service.
The solution also streamlines how WashU IT teams interact with customers. IT support agents can now initiate conversations directly from request or incident tickets in ServiceNow, with messages seamlessly delivered to customers via the Microsoft Teams desktop or web application. These interactions are directly recorded within the Service Now ticket, eliminating the need to retype or copy-paste conversations. This not only saves time but also ensures accurate and comprehensive documentation.
Reflecting on the impact of the integrations between ServiceNow and Microsoft Teams solution, Brian Lawton, Senior Director, Enterprise Applications, shared: “This is a customer-focused solution, developed to enhance the customer experience. The live agent chat and the ability for our agents to reach out to the customers via Teams is another way for us to meet our customers where they are.”
To learn more about this exciting accomplishment, visit the project webpage, where you’ll find detailed information and resources available to all university community members.