The official ISL Online Remote Support Integration is now available for ServiceNow, one of the world’s leading IT Service Management (ITSM) platforms. This integration provides a straightforward way to start and manage remote desktop sessions directly from your tickets. No tab switching, no manual data entry.
This integration is built for IT support teams that use (or plan to use) ServiceNow and regularly use remote desktop software to resolve incidents, service requests, problems, or changes. Instead of working with two separate tools and manually copying session details, agents can now stay in one interface while all important session data and logs are saved automatically to the relevant ticket.
Key Benefits of This Integration
Remote Support Embedded in ServiceNow
Agents can launch ISL Light remote desktop sessions directly from any task-based ticket in ServiceNow, including incidents, problems, and change or service requests. The integration works seamlessly across both the Classic UI and the Service Operations Workspace.
When a session is launched, the system automatically transfers essential ticket data (such as the ticket ID and client email) into the ISL Light session. This eliminates repetitive copy-paste tasks and accelerates the support process.
Unified Workflow
Support agents can invite clients using ServiceNow’s built-in communication tools. The live session status, whether it’s waiting, active, paused, or ended, can be monitored in real time within the ticket interface. Sessions can also be ended directly from the ticket.
Automatic Logging in the Ticket
Once a session concludes, all relevant session data, including the full chat transcript, is automatically saved as a work note in the corresponding ticket. This ensures accurate and complete documentation without manual effort.
Full Remote Support Functionality Included
The integration supports the full range of ISL Light’s in-session tools, making it suitable for both simple and advanced remote support tasks:
- Text-based chat
- File transfer
- Screen sharing
- Audio and video calls
- Session recording
- Multiple monitor support
- Whiteboard tools for visual collaboration
- Restart and reconnect functionality
Secure Support from Within ServiceNow
All remote sessions are encrypted and compliant with leading security standards, including ISO 27001 and GDPR. Authentication is handled securely using the OAuth2 protocol.
⚠️ Note: This integration supports only ISL Online Server License (SL) and Managed Private Cloud (MPC) deployments. It is not available for Cloud license users.
Get Started
If you’re already using ServiceNow and ISL Online (SL or MPC), this integration can be enabled immediately. If not, you can explore ISL Online with a 15-day free trial.
For help setting up or testing the integration, feel free to reach out to our team. We’ll be happy to assist.