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This article explains admin steps to integrate ServiceNow with Staircase AI to sync support tickets, providing visibility into client-related insights—covering the steps to register an OAuth application in ServiceNow, connect it via Staircase AI integrations, and manage ticket data in the customer engagement interface.

Connect your ServiceNow account to Staircase AI for visibility into client support tickets and related insights. This set up requires both admin permissions to Staircase AI and ServiceNow.

Step 1

Click the New button in the top right corner of the screen, and select the option:
Create an OAuth API endpoint for external clients.

Fill out the form with the following information:
Name: Staircase AI (or a name of you choice)
Redirect URL: https://app.staircase.ai/company-settings/integrations

Once the form is filled, click the Submit button

Step 2

After the form is saved, you will be directed back to the Application registries page, where you should see the newly created application. Click on the application to navigate to its page. Copy the Client ID and the Client Secret onto your notepad.

Step 3

Login to Staircase AI and click the cog from the left side panel to open Settings > Integrations > and click the ServiceNow card. Enter your ServiceNow subdomain (most commonly what's before .service-now.com in the url), the Client ID and Client Secret and click 'Connect'.

You will be redirected to the ServiceNow connection page for authentication, where you need to allow the application.

You're now connected!

You'll see your ServiceNow tickets appearing in the 'submitted tickets' column of the Account Overview and in orange on your Customer Engagement graph on their account page.

To Remove this Connection

Navigate back to Settings > Integrations > and click the ServiceNow card, and Disconnect.

Staircase AI is no longer connected to ServiceNow.