--- title: ServiceNow canonical: https://telnyx.com/integrations/servicenow --- # ServiceNow [Back to Integrations](https://telnyx.com/integrations) # 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 [Start building](https://telnyx.com/sign-up) CATEGORY Developer resources DEVELOPER LINKS [Telnyx Voice API fundamentals](https://developers.telnyx.com/docs/voice/programmable-voice/voice-api-fundamentals)[ServiceNow API reference](https://developer.servicenow.com/dev.do) ### 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. Loading... One request. Tools attached. You pay the minute, not the connector. [Voice API](https://telnyx.com/products/voice-api)[SIP Trunking](https://telnyx.com/products/sip-trunks)[TeXML](https://telnyx.com/products/texml)[WebRTC](https://telnyx.com/products/webrtc)[Conversation Relay](https://telnyx.com/products/conversation-relay)[SMS API](https://telnyx.com/products/sms-api)[MMS API](https://telnyx.com/products/mms-api)[RCS](https://telnyx.com/products/rcs)[WhatsApp Business](https://telnyx.com/products/whatsapp-business-api)[Short code](https://telnyx.com/products/sms-short-code)[10DLC](https://telnyx.com/products/10dlc-registration)[Alphanumeric sender ID](https://telnyx.com/products/alphanumeric-sender-id)[Email API](https://telnyx.com/products/email-api)[Global numbers](https://telnyx.com/products/phone-numbers)[Toll-free numbers](https://telnyx.com/products/toll-free-numbers)[Number porting](https://telnyx.com/products/number-porting)[Fax API](https://telnyx.com/products/fax-api)[Microsoft Teams](https://telnyx.com/products/enterprise-integrations-ms-teams)[Zoom Phone](https://telnyx.com/products/enterprise-integrations-zoom-phone)[Voice AI Agents](https://telnyx.com/products/voice-ai-agents)[Text-to-Speech](https://telnyx.com/products/text-to-speech-api)[Speech-to-Text](https://telnyx.com/products/speech-to-text-api)[Voice Design](https://telnyx.com/products/voice-design-lab)[Agent Browser](https://telnyx.com/products/agent-browser)[Meeting Bot](https://telnyx.com/products/meeting-bot)[Web Search API](https://telnyx.com/products/web-search-api)[Deepfake Detection](https://telnyx.com/products/deepfake-detection)[Branded Calling](https://telnyx.com/products/branded-calling)[Verify API](https://telnyx.com/products/verify-api)[Number Lookup API](https://telnyx.com/products/number-lookup)[Number Reputation](https://telnyx.com/products/number-reputation)[Virtual Cross Connects](https://telnyx.com/products/programmable-networking)[Cloud VPN](https://telnyx.com/products/cloud-vpn)[Global IP](https://telnyx.com/products/global-ip)[IoT SIM Card](https://telnyx.com/products/iot-sim-card)[eSIM](https://telnyx.com/products/esim)[Private Wireless Gateways](https://telnyx.com/products/iot-vpn)[Mobile Voice](https://telnyx.com/products/mobile-voice)[Functions](https://telnyx.com/products/functions)[StatefulActor](https://telnyx.com/products/stateful-actors)[KV](https://telnyx.com/products/kv)[SQLDB](https://telnyx.com/products/sqldb)[Inference](https://telnyx.com/products/inference)[AgentSDK](https://telnyx.com/products/agentsdk)[Embeddings API](https://telnyx.com/products/embeddings-api)[Missions](https://telnyx.com/products/missions)[LiveKit on Telnyx](https://telnyx.com/products/livekit-on-telnyx)[Object Storage](https://telnyx.com/products/storage)[CloudFS](https://telnyx.com/products/cloudfs) 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](https://telnyx.com/products/voice-ai-agents) ### 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](https://telnyx.com/products/inference) ### SIP Trunking Carry every service desk call over Telnyx SIP trunks with carrier-grade reliability and global reach. [Learn more](https://telnyx.com/products/sip-trunks) ### Speech-to-Text Transcribe issue descriptions in real time so the agent can capture accurate details for incident tickets and work notes. [Learn more](https://telnyx.com/products/speech-to-text-api) ### Text-to-Speech Read back ticket numbers, status updates, and knowledge base solutions in a clear, natural voice. [Learn more](https://telnyx.com/products/text-to-speech-api) ### Phone Numbers Provision local and toll-free service desk numbers in minutes, with instant activation in any region. [Learn more](https://telnyx.com/products/phone-numbers) ## Ready to build with Telnyx? [Start building](https://telnyx.com/sign-up)[Talk to sales](https://telnyx.com/contact-us) ## MORE INTEGRATIONS * ### Airtable Read and update structured records seamlessly through voice. [Learn more](https://telnyx.com/integrations/airtable) * ### Asana Create tasks and keep projects on track using voice. [Learn more](https://telnyx.com/integrations/asana) * ### Calendly Book meetings and manage availability through natural conversation. [Learn more](https://telnyx.com/integrations/calendly) * ### Confluence Find and surface internal knowledge instantly through voice. [Learn more](https://telnyx.com/integrations/confluence) * ### Figma Access design files and project context through voice. [Learn more](https://telnyx.com/integrations/figma) * ### Github Manage issues, pull requests, and code tasks hands-free through voice. [Learn more](https://telnyx.com/integrations/github) * ### Gong Bring conversation insights into every voice interaction. [Learn more](https://telnyx.com/integrations/gong) * ### Greenhouse Optimize recruiting with voice-driven updates, scheduling, and candidate workflows. [Learn more](https://telnyx.com/integrations/greenhouse) [Start building](https://telnyx.com/sign-up) CHOOSE BY USE CASE OR PRODUCT Use caseProducts * IT Help Desk AutomationEmployees call IT, agent resolves or routes incidents * Automated Appointment RemindersSend SMS reminders for upcoming service appointments * Service Request IntakeCaller describes a request, agent creates a ServiceNow ticket * Cloud IVR for ITEmployees call a toll-free line, agent handles IT requests * 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 * IT Help Desk AutomationEmployees call IT, agent resolves or routes incidents * Automated Appointment RemindersSend SMS reminders for upcoming service appointments * Service Request IntakeCaller describes a request, agent creates a ServiceNow ticket * Cloud IVR for ITEmployees call a toll-free line, agent handles IT requests SELECT USE CASE * IT Help Desk AutomationEmployees call IT, agent resolves or routes incidents * Automated Appointment RemindersSend SMS reminders for upcoming service appointments * Service Request IntakeCaller describes a request, agent creates a ServiceNow ticket * Cloud IVR for ITEmployees call a toll-free line, agent handles IT requests OR SELECT PRODUCT * CommsVoice API * CommsSIP Trunking * CommsTeXML * CommsWebRTC * CommsConversation Relay * CommsSMS API * CommsMMS API * CommsRCS * CommsWhatsApp Business * CommsShort code * Comms10DLC * CommsAlphanumeric sender ID * CommsEmail API * CommsGlobal numbers * CommsToll-free numbers * CommsNumber porting * CommsFax API * CommsMicrosoft Teams * CommsZoom Phone * AIVoice AI Agents * AIText-to-Speech * AISpeech-to-Text * AIVoice Design * AIAgent Browser * AIMeeting Bot * AIWeb Search API * IdentityDeepfake Detection * IdentityBranded Calling * IdentityVerify API * IdentityNumber Lookup API * IdentityNumber Reputation * NetworkVirtual Cross Connects * NetworkCloud VPN * NetworkGlobal IP * NetworkIoT SIM Card * NetworkeSIM * NetworkPrivate Wireless Gateways * NetworkMobile Voice * EdgeBuild * EdgeFunctions * EdgeStatefulActor * EdgeKV * EdgeSQLDB * EdgeInference * EdgeAgentSDK * EdgeEmbeddings API * EdgeMissions * EdgeLiveKit on Telnyx * EdgeObject Storage * EdgeCloudFS 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 ### Ask AI * [![GPT](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/chatgpt_icon-ea55e09d.jpeg?width=92&format=webp)](https://chat.openai.com/?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Claude](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/claude_icon-c7c8eef3.webp?width=92&format=webp)](https://claude.ai/new?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Perplexity](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/perplexity_icon-cd5b74f1.webp?width=92&format=webp)](https://www.perplexity.ai/search?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Gemini](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/gemini_icon-4ff1cbf4.webp?width=92&format=webp)](https://www.google.com/search?udm=50&aep=11&q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Grok](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/grok_icon-e588e5bd.webp?width=92&format=webp)](https://x.com/i/grok?text=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.)