ServiceNow-Connect Support

Overview

Connect Support is a real-time messaging feature that enables support agents to easily keep track of their support cases, quickly find solutions, and resolve problems faster.

Connect Support Interface

A. Support tab - The support tab appears next to the chat tab in the Connect sidebar. You can switch between the tabs to access your chat conversations or support cases.

B. Queues - Lists all the support queues you belong to.

C. Cases - Lists all your open support conversations, also called cases.

D. Chat mini window - Displays a conversation in a compact chat window on top of the standard interface.

E. New window - Opens the conversation in the full-screen view of Connect Support, which shows all your conversations in one place and provides additional tools to resolve your cases quickly.

F. Presence - Indicates when conversation members are viewing the conversation or typing.

Full-Screen View

 

A. Accept a case - Appears when a new case is ready to be accepted in one of your queues. Click the button to accept a case.

B. Support requests - Indicates the number of cases waiting to be accepted in the queue.

C. Case details - Displays basic details about the case, including the user's name and avatar.

D. Average wait time - Indicates the average amount of time it takes for someone to accept a new case in the queue.

E. Timer - Displays the total time the case has been open.