ServiceNow integration in Channels

Customer service teams have always sat on a goldmine of feedback—but for designers and product managers, it stayed locked inside ServiceNow. Now, with our native ServiceNow integration, your Customer Service Management cases and conversations flow directly into Channels, no manual exports required.

Once connected, Dovetail's AI analyzes the incoming cases, surfacing themes and sentiment so you can see what customers are actually struggling with. That means the signal from your support queue sits alongside every other source of customer feedback, ready to inform your roadmap.

To get started, a workspace admin connects ServiceNow from Settings → Integrations, then each user authorizes their own account. From there, add ServiceNow as a source inside any active Channel and choose the assignment groups you want to bring in.