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07-25-2025 01:03 AM
How to hide check ticket status and Show me everything button from live chat?
Solved! Go to Solution.
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07-25-2025 01:20 AM
Hi @Apaul
We are implementing the same for our customer, so here are the steps:
-
Go to Virtual Agent Designer
-
Open the topics
-
Then navigate as shown in the screenshot"
- Toggle off the third option."
- Clear cache and try.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854563
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1113653
Could you please attach the screenshot? There seems to be an image loading issue on the community platform.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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07-25-2025 01:43 AM
Check this docs and it talks about show/hide Show me everything option, see if that helps
Hide or reveal the Show me everything button
"Check Ticket Status" is a topic which is OOTB, deactivate that by selecting the correct scope.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

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07-25-2025 01:13 AM - edited 08-03-2025 09:32 PM
You can control these buttons via the "Branding Settings" in the Virtual Agent configuration.
Steps:
Go to Virtual Agent > Settings > Branding in ServiceNow.
Scroll to Web Client Settings.
Look for these two toggles:
Show "Check Ticket Status" Button → Uncheck
Show "Show Me Everything" Button → Uncheck
Click Save.
Please mark my answer as Accepted as Solution & hit helpful button if it helped you.
Thanks,
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07-25-2025 01:25 AM
Hi @Service_RNow, could you please show me a screenshot from your PDI how to do the solution?
Nothing like System Properties > Virtual Agent exists in my PDI:
Also none of the mentioned properties exists, or how can I find them, are they created after some plugin installation? Can you please elaborate more on that?
Steps:
Go to Virtual Agent > Settings > Branding in ServiceNow.
Scroll to Web Client Settings.
Look for these two toggles:
Show "Check Ticket Status" Button → Uncheck
Show "Show Me Everything" Button → Uncheck
There is no Web Client Settings anywhere
There is only Web client configurations but it is a toggle for notification in your browser:
Please let me know how to achieve it or where did you get it from, it doesn't seem right
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
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07-25-2025 01:38 AM
It seems that @Service_RNow answer was generated by ChatGPT and may have been pasted without being reviewed first.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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07-25-2025 01:59 AM - edited 07-25-2025 02:23 AM
Yes, 100 %. I didn't want to blame for it but it seems so.
The text doesn't look to be written by a human.
It's ok to use it but it shall be done ethically - inform about the fact that it's been generated by genAI and that there is no guarantee about the accuracy.
I was so surprised that this suggestion could actually work as I have been around Virtual Agent configs a lot lately and seemed too odd to me :))))
You solution Dr Atul looks better! I will try later today.
EDIT: Dr Atul's and Ankur's as well...
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */