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IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Collaboration services

Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.

Compatibility

Compatible with all the releases starting with the Madrid release.

Key features

  • Slack
    • Create dynamic slack channels for tasks and import back.
    • Slash commands to get incident details directly from slack and perform basic operations on incident.
    • Initiate chat with slack users/channels directly from incidents.
    • Archive the slack channel when the task is closed.
  • ServiceNow for Microsoft Teams
    • Initiate a chat using Microsoft Teams directly from tasks.
    • Import message history into a task record from Microsoft Teams, manually or automated.
    • Send individual notification and collaboration on Major Incident and Incident Communication Plan using Slack or Microsoft Teams.
    • For information about ServiceNow for Microsoft Teams integrations, see ServiceNow for Microsoft Teams.
  • ServiceNow for Zoom
    • Initiate a chat using Zoom Team Chat directly from tasks.
    • Import message history into a task record from Zoom Team Chat.
    • For information about ServiceNow for Zoom integrations, see ServiceNow for Zoom.
    • Access ServiceNow Employee Center in the Zoom application. For information about ServiceNow Employee Center in Zoom, see Make Employee Center capabilities available in Zoom.