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HR chat

Employees and new hires can use chat to contact HR for general questions or discuss their HR service requests from the HR Service Portal and Ticket page.

Chat is available from two different areas of the HR Service Portal and HR Ticket page.

HR Service Portal
Access chat from Chat with HR in the form header of the Employee Service Center. When accessing chat this way, you are accessing the HR chat queue and not a specific HR agent about a specific HR case.
HR Ticket page
Access chat from the Chat with HR in the form header of the Employee Service Center. When accessing chat this way, you are accessing the HR chat queue and not a specific HR agent about a specific HR case.
You can also access chat from the Ask a question about this case section. When accessing chat this way, you are communicating with the assigned to person or a support team assigned to the case.
A chat initiated about a specific HR case is part of the case record. By default, the chat conversation saves to the Activities section of the HR case. Work notes on an HR case are not visible to the employee. Changing chat to Comments make the chat visible to the employee on the HR case.
The HR chat queue is available if the administrator has enabled it. If it is not enabled, the chat link does not appear in the HR Portal.
Note: When an agent is not assigned to an HR case, some features are not available from the Employee Service Center. For example, the Ask a Question link to chat about an HR case cannot assign an agent. For information on automatically assigning an HR agent to a case, see Assignment and matching rules in HR and Create or modify an HR case template.

See Connect .