PlatformZoeVoice
Search, update and review ServiceNow incidents in more detail
Zoe can filter incidents by caller, assignment group, priority, category, affected item or date, change assignment, urgency, impact and hold reason, and read an incident's service-level timers and full activity history.
- Ask for incidents by caller, group, priority, category, keyword, affected configuration item or a date range; Zoe says so when a list has been cut short.
- Reassign an incident, change urgency or impact, put it on hold with a reason, or take someone off the watch list.
- Ask how a ticket is tracking against its service-level agreement, or what has happened on it so far — comments, work notes, state changes and reopens.
- Spoken ticket numbers such as "inc one" are matched to the real record number.
All of it behaves the same way in chat and on a call. Guided intake ships as a skill your administrator can enable rather than being fixed behaviour.