SERVICENOW INTEGRATION

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 or reject the resolution with additional comments through messaging 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

Ushur installs directly into your ServiceNow instance, can be used immediately, and tailored specifically to your needs–regardless of whether you work with internal or external customers.

Off the shelf
or customizable

No logins and no desktop instances are needed. With Ushur, companies turn their incident management workflows into easy-to-use and simple text messages experiences.

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 KPIs.

Benefits

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