Is ServiceNow a good fit for handling player support and bug reports for games?
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Sunday
Hi all,
I mostly see ServiceNow used in IT and enterprise environments, but I was wondering if anyone here has tried using it for something like game support operations.
For example, managing player tickets (bug reports, login issues, purchase problems, etc.) for an online game — does ServiceNow handle that kind of workload well?
I’m especially curious about how it performs with large volumes of tickets and whether features like workflows and automation can be adapted for a gaming use case.
Would love to hear if anyone has real experience with this or if it’s not really the right tool for that kind of scenario.
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Sunday
1.Players can submit tickets via a customer-facing Service Portal, which creates incidents in the backend system.
2. Tickets for bugs, login failures, or purchase issues are tracked as incidents, often requiring a "Short Description" and detailed notes.
3. Utilize ServiceNow Flow Designer to automate common workflows, such as escalating high-priority purchase problems or routing bugs to specific development teams.
4.Provides a single, unified view for agents to manage multiple player tickets, view related records, and interact with other team members. (Agent Workspace)
5. Utilize the Knowledge Base to document workarounds for common issues, reducing the number of repetitive tickets.
6.Create dashboards to monitor ticket trends, such as volume of login issues vs. payment problems, to proactively address the issues
