ServiceNow

Overview

Connect your voice agent with ServiceNow to automate support and service workflows during phone conversations. The integration allows agents to create incidents, update tickets, and log support activity in real time, helping teams manage service operations more efficiently.

How it works

This video shows how a Voice AI agent built on Telnyx voice captures issue details from a caller and creates a new incident in ServiceNow. The agent records the information through tool calls and confirms the ticket directly in the ServiceNow interface.

Capabilities

The ServiceNow integration supports the following operations across core objects:

Incidents

create_incident

get_incident

update_incident

list_incident

Requests

create_request

get_request

update_request

list_request

Cases

create_case

get_case

update_case

Users

get_user

list_user

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About ServiceNow

ServiceNow is a leading enterprise IT service management (ITSM) platform that helps organizations manage digital workflows across IT, employee experience, customer service, and security operations. Its Now Platform unifies business processes on a single cloud-based system of record, serving thousands of enterprises worldwide.

What moves between the agent and ServiceNow

A Telnyx voice AI agent can read, create, update, and search across ServiceNow tables during a live phone call. When a caller reports an IT issue, the agent can create an incident ticket, look up the caller's configuration items (CIs), and check the status of existing incidents or change requests.

The agent can search the service catalog, read knowledge base articles to provide first-call resolution, and escalate tickets by updating priority or assignment group. It can create and update service requests, manage task assignments, and log work notes against any ticket in real time.

For customer service management, the agent can create cases, link them to affected CIs, and provide status updates on open requests. Change management operations let the agent check change windows, read change records, and flag conflicts - all through natural conversation without the caller navigating the ServiceNow portal.

COMPOSITION

Pick the job. The primitives light up.

Four ServiceNow assistants. Pick one and the blocks it runs on light up, and the create call attaches ServiceNow in the same request, the meter prices it. Or click any single block: every primitive sells alone.

CHOOSE BY USE CASE OR PRODUCT

CommsSIP Trunking
CommsGlobal numbers
AIVoice AI Agents
AIText-to-Speech
AISpeech-to-Text
AIWeb Search API
EdgeInference

RESULTS

cURL

# it help desk automation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "servicenow-help-desk",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the employee what IT issue they are experiencing, search the knowledge base, attempt to resolve common issues, and create or update an incident in ServiceNow.",    "integrations": [      { "integration_id": "servicenow" }    ]  }'# 7 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Help Desk Automation

Primitives composed: 7 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

SELECT USE CASE

OR SELECT PRODUCT

RESULTS

cURL

# it help desk automation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "servicenow-help-desk",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the employee what IT issue they are experiencing, search the knowledge base, attempt to resolve common issues, and create or update an incident in ServiceNow.",    "integrations": [      { "integration_id": "servicenow" }    ]  }'# 7 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Help Desk Automation

Primitives composed: 7 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

RESULTS

cURL

# it help desk automation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "servicenow-help-desk",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the employee what IT issue they are experiencing, search the knowledge base, attempt to resolve common issues, and create or update an incident in ServiceNow.",    "integrations": [      { "integration_id": "servicenow" }    ]  }'# 7 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Help Desk Automation

Primitives composed: 7 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

One request. Tools attached. You pay the minute, not the connector.

THE TELNYX PLATFORM

Powered by the Telnyx platform

Every Telnyx integration runs on the same infrastructure: voice AI agents for conversation, inference for reasoning, SIP trunking for transport, STT and TTS for understanding and speech, and phone numbers for provisioning.

Voice AI Agents

Handle IT help desk calls and interact with ServiceNow - creating incidents, reading knowledge articles, and escalating tickets during natural conversations.

Learn more

Inference

Reason over IT context so the agent can determine whether to resolve an issue with a knowledge article or escalate to a specialist.

Learn more

SIP Trunking

Carry every service desk call over Telnyx SIP trunks with carrier-grade reliability and global reach.

Learn more

Speech-to-Text

Transcribe issue descriptions in real time so the agent can capture accurate details for incident tickets and work notes.

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Text-to-Speech

Read back ticket numbers, status updates, and knowledge base solutions in a clear, natural voice.

Learn more

Phone Numbers

Provision local and toll-free service desk numbers in minutes, with instant activation in any region.

Learn more

Ready to build with Telnyx?

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ServiceNow

Overview

How it works

Capabilities

About ServiceNow

What moves between the agent and ServiceNow

Powered by the Telnyx platform

Voice AI Agents

Inference

SIP Trunking

Speech-to-Text

Text-to-Speech

Phone Numbers

Ready to build with Telnyx?

MORE INTEGRATIONS

Airtable

Asana

Calendly

Confluence

Figma

Github

Gong

Greenhouse

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