Now® Support Mobile Application FAQ - Support and Troubleshooting

Now® Support Mobile Application FAQ  The Now Support mobile application is a new ServiceNow app for customers with Now Support accounts to stay connected to Support 24/7 from anywhere at any time. The Now Support mobile app was built using our latest Now Platform Orlando release features. The application was designed in partnership with our customers for their after-sales, service, and support activities to boost your productivity on-the-go.

Common Now Support mobile app questions

What is the Now Support mobile application? The Now Support mobile app for Customers is a new mobile application for ServiceNow customers with Now Support accounts. The application was designed in partnership with our customers for their after-sales, service and support activities on Now Support.

Do I need to be on the latest release to use the application? No – any customer can download the Now Support mobile application and use it for their support needs with ServiceNow. To get started, all you need is an account on Now Support to login.

Why should I download the Now Support mobile app lication? What are the benefits? The Now Support mobile app was designed for our customers in collaboration with our customers to help them manage their most important after sales, service and support activities while on the go. Customers can receive real-time notifications for their cases and change requests, managed cases and more. Customers can research the knowledge base, complete common service catalog tasks, and provide feedback on product direction from their mobile device – anytime, anywhere.

Can we still provide customer feedback on the application? And how? Yes – customer experience and satisfaction is very important to us. We want to ensure that we’re providing the very best mobile support experience to you as our customers. Your feedback helps us to better understand what support challenges you’re facing and how we can possibly solve them with our mobile platform. If we can’t, how we can make sure that your input is included in our roadmap. You can use the Feedback directly in the application under ‘More’ or provide feedback directly through Now Support.

What if I don’t have a Now Support account? To request an account, please contact your Customer Administrator .

Download and setup the Now Support mobile application?

Apple App Store (iOS) The Now Support mobile application can be downloaded from the Apple App store with the following steps.

Find the App Store Icon on your mobile device

Click the App Store Icon and select Search

Type Now Support in the Search Field and Click Search

Click the download icon to download Now Support to your mobile device

Click the Open button after the Now Support mobile application has been downloaded to your mobile device

You will be prompted with a “Support” Would Like to Send You Notifications message

Click Allow

You will be welcomed with a Preconfigured instance Now Support Commercial

Select Now Support Commercial and select Continue when the pop-up says "'Support' Wants to Use 'service-now.com' to Sign in."

Login to hi.service-now.com with your Now Support Username and Password

Click Sign in

The Now Support mobile app uses Multi-Factor Authentication. Using your Authentication App, copy and paste your unique authentication code.

You will be required to Set your app pin for additional app security (Note: You can set-up biometric and face recognition security in the application)

Confirm your 6-digit pin by re-entering it

Welcome to the Now Support mobile app

Google Play Store The Now Support mobile application can be downloaded from the Google Play store with the following steps.

Find the Google Play Icon on your mobile device

Type Now Support in the Search Field and Click Search

Click the Install button to download the Now Support mobile app to your device

Click Open to open the Now Support mobile app

You will be asked to Enter the Instance Address or scan a QR code. Enter hi.service-now.com in the required* instance field

Enter a Nickname for this account (e.g. HI Production)

Click Save and Login. You will be taken to a Sign In screen. Enter your Login credentials and Click Sign In

You will be sent to the 2-Factor Authentication screen. Enter your 6-digit code from your Google Authenticator app and click Login

You will be logged in to your Now Support Account. Welcome to Now Support!

Explore the Now Support mobile application

Case Management The Cases screen provides access to all of your Cases and displays your Escalated cases in detail based on last update date/time

Change Requests Change Requests provides you access to all of the Change Requests for your instances where you can make comments and view any upcoming Change Requests.

Knowledge The Notifications screen lists any enabled notifications such as Case updates or Approvals

Notifications The Notifications screen lists any enabled notifications such as Case updates or Approvals

Notification Preferences The Notification Preferences allows you to decide which notifications that you want to receive through the Now Support mobile application. All you need to do is swipe to enable or disable using the Subscribed / Unsubscribed tabs.

Support Customers can learn more about our mobile solutions, ask questions from the Now Community, or contact support directly by phone.

Settings The Settings screen is where you can Log out of the application and modify your Security settings to enable face recognition for opening the application.

Security The Security screen is where you can enable/disable biometric & face recognition as well as update your Pin

Interested in getting access to new features and functionality of the app? The Try with a demo account feature lets you test drive even more features that we will be enabling for the Now Support mobile application in the future and will prioritize based on your feedback!

The Future of Mobile is NOW