Note: The Chat service offered through the ServiceNow Portal is staffed by live agents. Chat hours vary during University holidays. View upcoming holiday hours.
As of November 18, 2024, a new chat feature is available for customer support, enhancing connectivity for both customers and IT professionals through the integration of Microsoft Teams and Microsoft 365 with ServiceNow.
Customer Service Changes
Customer Chat Support Implementation: In addition to phone and email, customers can get real-time IT support via live chat through the WashU Service Desk Portal. IT agents can also use the chat feature to contact customers with updates, answer questions, and follow up after a ticket is resolved to ensure all needs are met. This new feature enhances customer convenience and allows our IT team to provide more flexible, efficient support.
Customer Support After Hours: Any time you start a chat with an agent in the Service Desk portal after 5:30 p.m. CT, please note that if the agent needs to reach on-call support for an urgent matter, on-call support will contact you by phone, even if you chose chat as your preferred method of contact.
ServiceNow Teams Integration Instructional Resources and Information
1. Instructional Resources
Links to a variety of instructional resources, including presentations, recordings, and detailed guides, will be added to the list below as they become available.
- Watch an Introductory Video for the ServiceNow Teams Integration
- Watch Microlearning video: Starting a live agent chat
- Watch Microlearning video: Receiving a live agent chat
- Read guide: ServiceNow Teams Integration – Customer Guide
3. Office Hours – Completed
Office hours with the project team were offered through November 22, 2024.
For help, customers can email the Teams and ServiceNow Integration Hyper-care Teams channel.
FAQ
Customers can now reach IT support via live agent chat, expanding their options beyond the existing email and phone channels.
This implementation went live on November 18, at 9 a.m.
You can send a message to the Hypercare Teams subchannel created for the project.
Contact Us
For questions and concerns, contact Jessica Haas, the Project Manager leading this initiative.