Properties for Connect Support

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Properties for Connect Support

    The Connect Support Properties page offers configuration options tailored to managing Connect Support within ServiceNow. These settings allow administrators to control chat behavior, agent participation, user experience, and conversation history visibility. Note that starting with the Utah release, Connect Support has been deprecated; customers are advised to transition to Advanced Work Assignment and Agent Chat for similar functionality.

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    Key Features

    • Enable or Disable Connect Support: The property glide.connect.support.enabled controls whether Connect Support is active. Enabling it allows users to access Support chat via the Employee Self-Service portal and adds a Support tab in the Connect sidebar.
    • Agent Conversation Limits: connect.support.conversationlimit sets how many simultaneous support conversations an agent can handle (-1 means unlimited).
    • Agent Avatar Display: connect.support.showagentavatar determines if agent avatars appear in support conversations, enhancing user identification of agents.
    • Idle User Management: Two properties manage inactivity in support sessions:
      • connect.support.idle.delay defines the duration (in seconds) of user inactivity before showing an idle countdown timer.
      • connect.support.idle.countdown defines how long the countdown lasts before the session is automatically closed if the user remains inactive.
    • Closed Conversation History Limit: connect.support.user.closed.conversationlimit limits how many closed conversations a support user can see in their history. Setting to 0 shows unlimited past conversations.

    Practical Considerations for ServiceNow Customers

    Administrators with the admin role can access and configure these properties via Connect > Support Administration > Properties. Adjusting these settings lets you tailor the chat experience for both agents and end users, manage agent workload effectively, and control session timeout behavior to optimize support operations. Given the deprecation of Connect Support from the Utah release onward, customers should plan to migrate to Advanced Work Assignment and Agent Chat for ongoing support capabilities.

    The Connect Support Properties page provides several configuration options specifically for Connect Support.

    Important:

    Starting with Utah, Connect Support has been deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

    These properties are available for Connect Support.
    Table 1. Properties for Connect Support

    Users with the admin role can access these properties by navigating to Connect > Support Administration > Properties.

    Note:
    The Connect Properties page contains many general Connect properties that impact Connect Support.
    Property Description
    Should Connect be used for handling chat queue entries

    glide.connect.support.enabled

    		 Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    Number of support conversations an individual agent can have at one time (-1 is unlimited)

    connect.support.conversation_limit

    		 Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations.
    • Type: integer
    • Default value: -1
    • Location: Collaborate > Support Administration > Properties
    Show agent avatar in Connect Support conversations.

    connect.support.show_agent_avatar

    		 Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    Number of seconds to wait (without user interaction), before presenting end users with an idle countdown timer

    connect.support.idle.delay

    		 Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears.
    • Type: integer
    • Default value: 120
    • Location: Collaborate > Support Administration > Properties
    Number of seconds to count down from before marking end user as having left their support session

    connect.support.idle.count_down

    		 Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session.
    • Type: integer
    • Default value: 60
    • Location: Collaborate > Support Administration > Properties
    Limits the number of closed conversations that the support user can see. (0 = unlimited)

    connect.support.user.closed.conversation_limit

    		 Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history.
    • Type: integer
    • Default value: 0
    • Location: Collaborate > Support Administration > Properties