Connect ServiceNow with Birdeye to enhance your IT service desk’s visibility and streamline communication with requesters.
With this integration, businesses can:
Boost reviews – Automatically send review and survey requests after each incident resolution to collect feedback effortlessly.
Stay connected – Engage with requesters via messaging, web chat, or mass texting-all from one place.
Simplify operations – Easily manage incident follow-ups, updates, and communications, saving time and effort.
Gain insights – Use survey data, benchmarking, and reporting to drive smarter IT support decisions.
Supported Triggers for ServiceNow Integration:
ServiceNow Incident Webhook Trigger - Activate this trigger to automatically fetch contacts when incidents are created or updated in ServiceNow and sync them to Birdeye.
ServiceNow Create Incident Trigger - Activate this trigger to automatically create new incidents in ServiceNow from Birdeye.
ServiceNow Update Incident Trigger - Activate this trigger to automatically update incidents in ServiceNow from Birdeye.
ServiceNow Get Incident Trigger - Activate this trigger to automatically sync incident details from ServiceNow to Birdeye.
ServiceNow Add Tags To Incident Trigger – Activate this trigger to automatically add Birdeye tags to the corresponding incidents in ServiceNow.
Navigating to ServiceNow CRM
Navigating to ServiceNow CRM
Log in to the Birdeye dashboard and go to Settings > Integrations > All Apps. Select ServiceNow to connect. The screen provides integration benefits, pricing, and compatibility details. Clicking the ‘View Setup Guide’ tab will redirect you here for detailed step-by-step instructions.
HOW TO CONNECT
Step 1: Add API Details
Step 1: Add API Details
Enter the Instance, Username, and Password in the respective text boxes, then click ‘Next.’
Handy tip: If you want to integrate more than one instance with Birdeye, click ‘Add more Instance.’
Steps to get your ServiceNow credentials:
Log in to your ServiceNow account.
Navigate to the Developer Program or click this link.
Select Manage Instances.
Locate your Instance URL, Username, and Password.
Copy your instance name (eg.- yourcompany) from the browser address bar.
For example, https://yourcompany.service-now.com, 'yourcompany' is the instance name.Copy the username and password associated with the instance.
Note: Ensure that the credentials belong to a ServiceNow user with the required permissions to access and manage incident data.
Step 2: Map Locations
Step 2: Map Locations
You can now map locations to ensure that the correct data is assigned to the right location in Birdeye.
Once mapped, click Next to continue.
Step 3: Select Triggers
Step 3: Select Triggers
Check the box to select your preferred triggers, as shown in the image below. After making your selection, click ‘Done.’ Once triggers are saved, details will start syncing between ServiceNow and Birdeye.
A toast message will appear on the screen saying, ‘ServiceNow successfully connected.’ You can now build automated campaigns for reviews, surveys, and referrals or any other custom campaigns, by clicking or skipping the ‘Go to Campaigns’ option.
If you have any further questions, please contact the Birdeye technical support team at 1-800-561-3357 Ext. 3 or email them at support@birdeye.com.