# ServiceNow and Volty > Volty answers incident status from ServiceNow and raises requests with approval, connected by our team. Volty tells employees where their ServiceNow incident stands and raises requests with approval, with ServiceNow connected by our team. Talk to Volty · Free trial Updated 2 Nov 2026 ## An incident update by email Volty reads the incident and tells the employee what happens next. MT Melissa Taylor Email · Employee Hi IT, my laptop screen is still flickering. Any update on INC0041872? Called ServiceNow · INC0041872 · In progress · Replacement screen arriving 4 Nov Volty Hi Melissa, the replacement screen arrives on 4 November, and the desk will fit it the same day. You can borrow a loan laptop from the IT counter on the third floor until then. ServiceNow incident INC0041872 In progress Caller Melissa Taylor Category Hardware Assigned to Desktop support Latest note Screen ordered Read through a custom connection ## What Volty does with ServiceNow ServiceNow runs IT incidents and service requests in many large organisations, and each instance is set up differently. We connect ServiceNow to your workspace as a custom connection, built around your instance. What Volty reads and writes is agreed with you when it is connected, so it can tell an employee where their incident stands and raise a request with approval. - Built for your instance · The connection follows your tables, categories and fields. - Where is my incident · Volty reads the incident's state and latest note before it replies. - Requests with approval · A new request can wait for the service desk to approve it. - One switch per tool · Each tool is On, Check with staff, or Off. Connects with A custom connection our team sets up Volty reads Agreed per workspace: incidents, requests Volty can change Agreed per workspace, Off by default Setup Set up by our team Category Helpdesk Volty reads the incident before it replies. ### A new request Volty collects what the desk needs and proposes the request. FH Faisal Hamid Email · Employee I'd like a second monitor for my desk. Who do I ask? Volty I can raise that for you, Faisal. Which floor and desk are you at, and has your manager agreed? Fifth floor, desk 5-14. Yes, Grace approved. Waiting for approval New ServiceNow request: Second monitor, Faisal Hamid, desk 5-14 Approve · Edit · Decline ## As an automation Describe it to Volty in a sentence; it drafts the automation and an admin turns it on. Employee email to request - When · An employee emails IT · To the service desk - Step 1 · Volty asks the details · Desk, item, approval - Step 2 · Raises the request · Approved by the desk - Step 3 · Replies with the number · In the same thread Employees know where their request stands. ## How Volty connects to ServiceNow We connect ServiceNow to your workspace as a custom connection, agreed with you, and an admin approves it once before Volty uses it. - 01 · Agree what Volty reads and writes · Incidents, requests and notes, as your instance allows. - 02 · Approve the connection · An admin approves it once in Volty. - 03 · Set the switches · Each tool is On, Check with staff, or Off. ### The tools Volty gets Each one is a switch on the Sources page in Volty. - Find an incident · Reads - Read request status · Reads - Raise a request · Changes - Add a work note · Changes Reading tools can be turned on straight away. Anything that changes ServiceNow starts Off, and once on it can be set to check with staff, so each change waits for a colleague. ## Common questions ### How does Volty connect to ServiceNow? We connect ServiceNow to your workspace as a custom connection, from an API key or address, and what Volty reads and writes is agreed with you when it is connected. An admin approves it once before Volty uses it. ### Can Volty change records in ServiceNow? Only when an admin allows it. Every tool has its own switch: tools that only read can be turned on, and tools that change a record start Off. A tool that is on can be set to check with staff, so each change waits for a colleague to approve it. ### How much does it cost to connect ServiceNow with Volty? Every Volty plan includes seats, active contacts and AI credits and starts with a free 7-day trial, and the plan prices are on voltade.com/pricing. Meta bills message charges separately for WhatsApp, Instagram and Messenger. ## Related integrations - Custom API Developer & analytics - Microsoft 365 Docs & knowledge - Outlook Email All integrations ## Start your free trial Talk to Volty · Start your free trial Sign up for our 7-day trial. No credit card needed. ## Not convinced? Hear more from our CEO and Volty The Leonard and Volty Show · 8 October 2026 ### Meta now charges for WhatsApp replies The Leonard and Volty Show · 1 October 2026 ### Too busy to hire? The Leonard and Volty Show · 21 September 2026 ### From $500 chatbot jobs to agentic AI The Leonard and Volty Show · 10 September 2026 ### Your AI is a new employee The Leonard and Volty Show · 4 September 2026 ### Trust in the AI world The Leonard and Volty Show · 29 August 2026 ### Does the AI model matter? The Leonard and Volty Show · 19 August 2026 ### What are AI agents? Meta now charges for WhatsApp replies. Here's what it means for your business, 8 October 2026 ## Links - [Helpdesk](https://voltade.com/integrations?category=helpdesk) - [Custom APIDeveloper & analytics](https://voltade.com/integrations/custom-api) - [Microsoft 365Docs & knowledge](https://voltade.com/integrations/microsoft-365) - [OutlookEmail](https://voltade.com/integrations/outlook) - [All integrations](https://voltade.com/integrations)