Agent Workspace Inbox - Want to Pin it

[clyon]

Looking a way to provide the option for users to be able to 'pin' the Inbox in SOW or CSM Workspace so it's easier to see when a chat comes in.

[Riya Verma]

Hi @clyon ,

Hope you are doing great.

To allow users to 'pin' the Inbox in the ServiceNow (SOW) or Customer Service Management (CSM) Workspace for better visibility of incoming chats, follow these steps:

1. Navigate to the ServiceNow dashboard. Locate the Workspace settings. This is usually found in the user settings or preferences section.
2. Within Workspace settings, find the section related to the Inbox or Chat preferences.
3. Add an option to "pin" the Inbox. This could be a toggle switch or a checkbox.
4. Ensure there's a way for users to save their preferences after making changes.
5. Test the functionality to ensure the Inbox can be pinned and that it stays in the pinned state even after refreshing or reopening the workspace.
6. Notify users about this new feature, explaining how it works and why it's beneficial.

[Harini17]

Hello Riya, Can you please elaborate on the steps? Looking for a similar thing..

[JP Marshall]

I have been trying to figure out how to accomplish this as well. Is anyone able to assist us with going into more detail?