Ongoing Tab is not displayed in the CSM Workspace<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Ongoing tab is not enabled by default, below steps are required to enable it :1) Install Conversational SMS Service Channel plugin for SMS Service Channel2) Set up the Conversational SMS service channel by following below doc link :https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assignment/task/configure-conversational-sms.htmlPlugin info :https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assignment/concept/conversation-sms-service-channel-store-app.html Once plugin is installed You need to add the Email and the Chat - Asynchronous service channel to the available presence states. Then, the ongoing tab appears. The Chat - Asynchronous seems to be the important one. https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-ongoing-notification-email-interactions.html