Most of the end users in my organization are at remote sites with slow and unreliable internet. Because of this, most of the end user interaction with agents occurs via email. Often, users will email a screenshot with an error or question and agents will reply with some instructions and screenshots. On the agent side, this all happens inside our ITSM solution -- end user emails create a ticket and the agents reply within the ticket, pasting their screenshots and text. The communications functionality of our current ITSM solution is a lot like Gmail, or any web email provider. My question is, how do we achieve similar functionality in ServiceNow? From what I can tell, we have two options:
- Use the [code] tag inside additional comments. This would require training our agents to write html, which isn't going to happen.
- Agents use the email client to send customer html messages. This would be fine except that we then have to show Sent/Received emails in the activity formatter to see these messages sent to the customer. This includes all emails for notifications, etc, which really clutters up the activity formatter.
Note that the replies from agents are not really generic or repeated, so we can't use KB articles.
Is there any other way to achieve this?
