Alternatives to Engagement Messenger for creating incidents from external website

[Mahesh122]

Hi all ,

We are planning to replace Engagement Messenger in our client’s external website . The goal is to let users create Incidents from the client website.(Currently they are using EM to create incidents )

We haven’t finalized the approach yet and are exploring options such as:

A solution similar to Engagement Messenger

A button/link that redirects users to ServiceNow portal .(May be creating custom portal and providing that portal in client website  )

Using virtual agent .

We would appreciate suggestions on:

Best practice options to implement this scenario

Any similar implementations you’ve seen in other projects

Documentation or references for embedding ServiceNow capabilities in external websites.

Any possibilities to embed ServiceNow portal in customer website .

Thanks in advance.

[vaishali231]

HEY @Mahesh122 

From what we’ve seen, there are a few practical options:

Virtual Agent on the external website

This is the closest alternative to Engagement Messenger. VA can be embedded on the client site and used to collect details and create Incidents. Works well if a chat-based experience is expected.

Redirect to ServiceNow Portal / custom portal
A button or link on the client website that takes users to a ServiceNow portal page to raise an Incident. This is the simplest and most commonly used approach and avoids most security issues.

Custom web form + REST API
Build a small form on the client website and create Incidents using ServiceNow REST APIs. This gives full control over UI but needs proper authentication, ACLs, and security handling.

Embedding the ServiceNow portal directly inside the client website (iframe) is possible, but it needs extra setup like custom URL, CORS, and X-Frame options, and can get tricky with browser security. Because of that, most teams prefer VA/chat or a portal redirect.

In most projects, we’ve seen Virtual Agent or portal redirect as the clean and supportable solution for external users.

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Regards
Vaishali Singh

[vaishali231]

hey @Mahesh122 

hey @SandrineH 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread 🔒. This will help other readers find the solution more easily.

Regards,
Vaishali Singh