ServiceNow is a cloud-based workflow and IT service management (ITSM) platform that helps organizations automate business processes, manage operations, and improve service delivery across departments.
The ServiceNow integration helps you connect your SurveySparrow workflows with your ServiceNow environment to automate survey delivery and sync response data and contact lists. With this integration, teams can trigger surveys based on ServiceNow events, map survey responses directly into ServiceNow objects, and import contacts seamlessly between both platforms.
Some example use-cases include:
When a ServiceNow incident or support ticket is marked as Resolved or Closed, SurveySparrow can automatically trigger a CSAT survey through email, SMS, or WhatsApp.
When customers submit feedback, responses can then be mapped back into the related ServiceNow case record, helping teams measure support quality and identify repeat issues.
Whenever a new customer interacts with the support team, their contact details are stored in a ServiceNow list, which is mapped to SurveySparrow on a weekly cadence. This ensures that their survey campaigns are always sent to an updated audience.
In this article, we’ll help you throughout the following processes:
1. Inside your Surveysparrow account, click on the settings icon.2. Scroll down the left panel till you see the Apps and Integrations option, then click on it.3. Use the search bar to find the ServiceNow integration, then click on its toggle.4. A pop-up appears, paste your ServiceNow instance URL and click Connect.5. ServiceNow’s login page will open in another window, where you must enter your login credentials and click Log in.6. An authentication screen will appear, where you must click on Allow.
Creating survey triggers
1. Open your survey and click on the Integrate tab.2. Use the search bar to find the ServiceNow integration, then click on its toggle.3. Inside the integration setup, click on the Trigger option.4. The first part of the trigger setup is defining the trigger event, in which a ServiceNow object is created or updated. So start by clicking on the drop-down menu under Choose Object and select one.5. Next, choose the action that the object undergoes to trigger the survey, by clicking on the drop-down menu under Choose Action. Here, we’ll choose Updated, but for either action, the setup process is the same.
6. Then click on Continue.7. Now you must define the exact conditions (field values) within the object for the trigger to be activated. You can either make all the conditions mandatory or make any of them mandatory (at least one must be achieved). The default logic is all, but you can change it by clicking on the drop-down menu. In this case, we will select any.8. Now start adding the conditions by clicking on Add Condition.9. You must first select the field. Use the search bar to find the required field and select it.10. You must next select the data operator for the field. The options will vary based on the field.11. Then you must next define the value of the field. In this case, we must select either True of False.12. Your first condition is ready. If you’d like to make a condition grouping by chaining more fields, click on the icon next to it and repeat the same steps as above.Note: In condition groupings, you can change the logic from and (default) to or, by clicking on the icon. You can also add more conditions by clicking on Add Condition.
13. You can also attach ServiceNow fields to your survey as variables, to enrich responses with additional detail. Click on the drop-down menu under Choose Fields, and use the search bar to find and select fields.14. Next, you must choose the method of survey distribution: Email, SMS or WhatsApp. Click on the drop-down menu under Choose Share Type and choose an option.15. Now, select the recipient source from the drop-down under Choose Recipient.16. Select the share channel that you’ve already created in SurveySparrow.17. After completing your setup, click on Save Trigger.18. You will be taken to a section where you can view existing triggers and mappings. To review your trigger, click on the left arrow. The trigger card will expand to show its configuration. To edit it, click on Edit Trigger.19. If you’d like to pause the trigger, click on the green toggle. If you’d like to edit or delete icon, click on the three-dot vertical icon to its right.20. Finally, you can also add new triggers or mappings by clicking on the button in the top right.
Creating response mappings
1. Repeat the same steps as above to open the ServiceNow integration within the survey whose responses you want to map to ServiceNow. Inside the configuration screen, select Mapping.2. You must define the object category within which response mapping must occur. Click on the drop-down under Object and choose from the options. In this case, we will choose the Case object.3. You can either create a new object with the mapped responses or update an existing object. Click on the drop-down under Action and choose. We will explore the setup processes for both, starting with Create.4. Click on Continue Mapping.5. Now you are inside the actual mapping section. Before you choose the response data to map, you can choose which responses qualify with filters. Click on Set Conditions.6. Start by confirming the condition matching. If you wish to create a collection of conditions that should be obeyed together for the response to qualify, select all, else select any (default). You can set the matching by clicking on the drop-down.7. Click on Add group to start adding the conditions.8. Start by selecting a survey data parameter from the options given. In this case, we’re going to choose a survey question type.9. Then select the particular instance of that data parameter.10. Next, you must select the condition that the parameter must satisfy. Click on Choose Condition, then select a logical operator from the drop-down.11. Define the value that the parameter is to meet/be evaluated against, then click Apply.12. To turn a condition into a group of conditions, click on the plus icon to its right and repeat the same steps.Note: Condition groups use ‘and’ logic for condition matching by default, meaning that all the conditions in the group must be satisfied. If you’d like to change it, click on the drop-down between the groups.13. If you’d like to add more groups, click Add Group. Once you’re done, click Save.14. Let’s start creating mappings. Start by clicking on the drop-down under Type, and choose from the response data type that you want to map.15. Next, click on the drop-down under SurveySparrow Field and click on the specific instance that you want.16. To decide the location field within ServiceNow, click on the drop-down menu under ServiceNow Field and choose from the options. Since ServiceNow has a lot of fields per object, you can search for the field name and then select it as well.17. Suppose a response does not have any data for that particular data type. You can add a default value to appear in its place inside ServiceSparrow by filling the Default Value field.18. To add more mappings, click on New mapping field. Once you’re satisfied, click on Save Mapping.19. Enter a name for the mapping and click Save Mapping.
Importing contacts
1. Inside your SurveySparrow account’s home section, click on Data in the header navigation, then click on Contacts.2. Inside the contacts page, click on Add Contacts, then click on More ways to import.3. Click on ServiceNow.4. You can either choose to import all the contacts in bulk or to import contacts from a specific list. In the case of the latter, click on the drop-down menu beneath and choose a list.
5. Once you’ve selected a list, click on Next, Mapping.6. In the mapping section, the ServiceNow profile fields and SurveySparrow contact fields are placed side to side. Relevant fields will be automatically mapped. But if there are ServiceNow fields that you would like to map, click on the corresponding drop-down under SurveySparrow Mapping and choose a field from the list.7. You can also create a custom field inside ServiceNow, by clicking on Add Custom Property, then adding a name.8. After completing all the field mappings, click on Continue Mapping.9. Add a name and click Finish Import.10. You will be taken to a list of imports, where your import will be at the top. If you click on the import, you can see the statistics.11. If this contact list gets updated regularly, you can set up an import schedule to keep it updated in SurveySparrow as well. Click on the toggle.12. A pop-up appears. Click on the drop-down menu to choose a frequency (daily, weekly, monthly).13. Click on Schedule.14. If you’d like to add a new import, click on New Import, then click on More ways to import, and follow the same steps as shown above.
By automating feedback collection and data synchronization, the ServiceNow reduces manual effort, improves response accuracy, and enables faster decision-making across support, ITSM, HR, and customer experience teams. Organizations can capture contextual feedback at the right moments, enrich ServiceNow records with survey insights, and maintain up-to-date contact data for continuous engagement and reporting.
Try out this integration today and feel free to reach out to our community in case of any questions!
