TechSee Connect brings visual customer support directly into ServiceNow. With a single click from any Incident, Case, Change Request, Problem, or Catalog Task, agents can launch a live TechSee video or photo support session — or pull up a customer's session history — without leaving the ServiceNow form or re-entering any customer information.

Key capabilities:

- One-click Visual Assistance: launches a TechSee session pre-filled with the ticket reference and the customer's phone number, split automatically into local number and country code.
- One-click Visual History: opens the customer's past TechSee session history for the same reference.
- Fully configurable tables: administrators choose exactly which tables show the buttons — Incident, Case, Change Request, Problem, Catalog Task, or any custom task-extended table — with no code changes, just a system property.
- Automatic work notes: every session launch is logged to the record's work notes with the agent, timestamp, reference, and phone number used, for a complete audit trail.
- Configurable reference format: build the reference ID TechSee receives from any combination of ticket number, customer ID, company name, or phone number.
- No SSO required: works with TechSee's standard reference/phone/country-code URL parameters — no additional authentication setup needed on either side.

**Requirements** : an active TechSee account with 'Allow External Customer Reference And Number' enabled in Account Settings. Customer Service Management and/or Service Catalog plugins are only required if you want
the buttons to appear on Case or Catalog Task records respectively — both are optional.

TechSee Connect brings visual customer support directly into ServiceNow. With a single click from any Incident, Case, Change Request, Problem, or Catalog Task, agents can launch a live TechSee video or photo support session — or pull up a customer's session history — without leaving the ServiceNow form or re-entering any customer information.

Key capabilities:

- One-click Visual Assistance: launches a TechSee session pre-filled with the ticket reference and the customer's phone number, split automatically into local number and country code.
- One-click Visual History: opens the customer's past TechSee session history for the same reference.
- Fully configurable tables: administrators choose exactly which tables show the buttons — Incident, Case, Change Request, Problem, Catalog Task, or any custom task-extended table — with no code changes, just a system property.
- Automatic work notes: every session launch is logged to the record's work notes with the agent, timestamp, reference, and phone number used, for a complete audit trail.
- Configurable reference format: build the reference ID TechSee receives from any combination of ticket
number, customer ID, company name, or phone number.
- No SSO required: works with TechSee's standard reference/phone/country-code URL parameters — no additional authentication setup needed on either side.