Legacy: Use help desk chat to get support

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can contact service desk staff.

    Before you begin

    Role required: agent

    Procedure

    1. Open the Employee Self-Service Portal (https://<instance web address>/ess).
    2. Log in to your ServiceNow account.
      Only logged in users can use chat.
    3. In the upper right, click the Service Desk Chat button.
      A chat window opens.
    4. Enter your question in the text field at the bottom of the window and press Enter.
      1. A message confirms that you have entered the chat queue and indicates your position and estimated wait time.
      2. When a service desk staff member accepts your chat and begins working on your question, another message appears.
    5. Chat with your service desk agent via instant messaging.

      service desk staff may lead you through troubleshooting, ask clarifying questions, or create an incident record to address your question.

    Result

    Note:
    Administrators can configure Service Desk Chat to be accessible on content management (CMS) pages.
    Figure 1. Service Desk Chat Window
    Example service desk chat from the employee self-service portal