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How to Use the ServiceNow Ticketing System

ServiceNow is a popular software platform for IT service management (ITSM) that offers a range of tools and functionalities for businesses. One of the core features of this platform is its ticketing system that allows users to report, track, and resolve issues and incidents.If you’re new to the ServiceNow ticketing system, this guide will walk you through the process of using it effectively. By following these steps, you can streamline your IT support services and enhance customer satisfaction.

Step 1: Logging In to ServiceNow

To access the ServiceNow ticketing system, you need to log in to the platform using your credentials. You can use your company email and password to sign in to the system.Once you are logged in, you will be directed to the main dashboard of the platform. From there, navigate to the ticketing system by clicking on the Tickets icon located on the left navigation bar.

Step 2: Creating a Ticket

To create a new ticket, click on the New button located on the top right-hand corner of the screen. This will open a new form where you can fill in the details of the issue you are facing.Be sure to include as much information as possible in the form so that the support team can understand the issue and act on it accordingly. You can select the priority level of the ticket based on the severity of the issue.

Step 3: Tracking Your Ticket

After submitting the ticket, you will be assigned a unique number that will allow you to track its progress. You can view the status of the ticket by navigating to the My Tickets section of the ticketing system.If you need to add additional information or make changes to the ticket, you can edit it by clicking on the Edit button located on the top right-hand corner of the screen.

Step 4: Resolving Your Ticket

Once the support team has resolved the issue, they will notify you through the ticketing system. You can close the ticket by marking it as Resolved or Closed, depending on the outcome of the issue.If you are satisfied with the resolution provided by the support team, you can mark the ticket as Closed. However, if the issue persists or if you are not satisfied with the resolution, you can mark the ticket as Reopened and provide additional information.

Additional Tips for Using the ServiceNow Ticketing System

Here are some additional tips for using the ServiceNow ticketing system effectively:

1. Be Specific in Your Ticket

When creating a ticket, be sure to provide as much detail as possible. This will help the support team diagnose the issue and resolve it quickly.

2. Use the Correct Priority Level

Make sure to select the correct priority level for your ticket. This will help the support team prioritize the ticket and resolve critical issues first.

3. Monitor Your Ticket

Keep an eye on the status of your ticket and monitor it regularly. This will help you stay updated on the progress of the issue and ensure that it is resolved in a timely manner.

4. Use the Knowledge Base

ServiceNow has a comprehensive knowledge base that contains information on common issues and their resolutions. Be sure to consult the knowledge base before creating a new ticket to see if the solution is already available.

5. Provide Feedback

If you are satisfied with the support provided by the team, be sure to provide feedback. This helps the support team improve their services and ensures better customer satisfaction.


The ServiceNow ticketing system is a powerful tool that can help you streamline your IT support services and enhance customer satisfaction. By following the steps outlined in this guide, you can effectively use this system to report, track, and resolve issues and incidents. Remember to provide detailed information, select the correct priority level, monitor your ticket, use the knowledge base, and provide feedback for a seamless experience.