User Feedback to Service Now Ticket

Forum|Forum|9 months ago
December 12, 2025
3 replies
58 views

We are interested in finding a way to take the thumbs down feedback or the Get Help Feedback that is served at the end of an interaction and automatically generate a ticket that is sent to a specific group in Service Now. Is there a plugin that can be made to do this?

Kevin Mok

Community Manager

Hey @evianes - That’s not currently a feature we support. Those buttons currently serve a different purpose and are not coupled with Agent Studio.

Would you want me to move this thread to the Ideas section and treat it as a feature request?

E

evianesAuthor

New Participant

Is there any way to create a trigger for when a user pushes the thumbs down or get help that a form populates that can create a ticket?

Kevin Mok

Community Manager

There’s no supported way today to automatically open a form or create a ticket when a thumbs-down or Get Help action is taken. Those buttons don’t emit a configurable trigger right now, so this isn’t something we can implement via configuration or a plugin.

I’ve moved this thread to an idea so we can evaluate exposing those events for future workflow automation.

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