Project Summary
The ServiceNow Teams Integration project, which went live on November 18, 2024, enhances IT communication and support by connecting Microsoft Teams and Microsoft 365 with ServiceNow.
As part of this integration, a new feature was added to the ServiceNow portal, enabling real-time communication via chat between customers and the WashU IT support agents. The chat option complemented the existing phone and email support, providing customers with the flexibility and convenience to contact WashU IT for support through their preferred channel.
Note: The Chat service offered through the ServiceNow Portal is staffed by live agents. Chat hours vary during University holidays. View upcoming holiday hours.
Customers benefit from access to self-service options and quick support resolutions, and multiple agents are available simultaneously to assist customers. Additionally, agents can follow up with customers regarding ticket updates or post-resolution check-ins to ensure all needs are met and no further assistance is needed. It’s a win for everyone!
See How the Changes Affected Your Role
Service Desk,
Systems Support, and Command Center
ITIL Fulfiller
Customer
FAQ
This change has affected how customers contact IT for support, and how our IT agents contact each other and customers.
This implementation went live in November 2024.
Training and resources are customized for your role. Select your role above to view specific details and watch for updates on the ServiceNow Teams Integration project.
In addition to instructional resources, office hours are available for personalized support and to address any questions related to the implementation. Select your role above to view resources and the office hours schedule.
Contact Us
For questions and concerns, contact Jessica Haas, the Project Manager leading this initiative.