Ushur for ServiceNow is for mobile, instant, real-time resolution on the ServiceNow platform over automated messaging. Ushur integrates with ServiceNow allowing customers to confirm resolution of their incident tickets, and to request feedback with Customer Satisfaction Score (CSS) & Net Promoter Score (NPS) over messaging. Customers can confirm resolutions without logging into ServiceNow.

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How it works

When incident status changes, it triggers the Ushur to initiate a text message to the customer. Customers can confirm or reject the resolution with additional comments through messaging without having to login into ServiceNow. Ushur aggregates and logs all of the interactions into ServiceNow. The bot also makes the appropriate state changes to the incident in ServiceNow for audit, compliance and reporting purposes.

Benefits

Fast, Efficient Incident Workflows

No logins, no desktop instances needed. With Ushur, companies can turn their incident management workflows into painless, simple text messages.

Off the shelf
or customizable

Ushur Resolutions for ServiceNow is installed directly into your ServiceNow instance, and can be used immediately. Ushur provides tools and services to modify the pre-configured bot behavior based on specific needs. For example, you can specify different bot behaviors depending on whether you are interacting with internal employees or external customers.

Dashboards
and Analytics

Ushur’s dashboards and analytics provide insights into customer and user patterns including service desk performance, customer satisfaction score, NPS and other critical business insights that drive KPIs for enterprises.

Major Features

  • Instantly confirm on the resolution of incidents from your mobile device
  • Additional notes can be provided via text messaging on the incidents
  • Works via Ushur’s patented micro-engagements™
  • All interactions are logged back into the ServiceNow tables
  • Customers don’t need to login into ServiceNow to confirm resolutions
  • Works on all phones and works in 192 countries
  • History of all interactions available in ServiceNow