Service Management Overview
The Service Management area covers the Moveworks capabilities that sit on top of your ticketing system: filing and managing tickets in chat, handing off to a live agent, routing new tickets to the right team, mirroring approvals into chat, and the integration paths for ticketing systems. It also covers provisioning for software, groups, and accounts, Knowledge Studio, Employee Experience Insights, and the access each integrated system needs before you connect it.
Tenant administration (roles, SSO, Moveworks Setup) now lives in Platform Management and is linked below.
What’s Included?
Concierge
Concierge simplifies ticketing by letting employees manage the entire lifecycle of a request directly in chat, with simple, conversational prompts.
- File new tickets using natural language
- Look up existing tickets instantly
- Check the real-time status of any request
Live Agent Chat/Handoff
When an issue needs a human touch, Moveworks can escalate directly to a live agent. Live Agent Handoff transfers the full conversation context to your service desk tool, so agents hit the ground running.
- Automatic or user-initiated handoff
- Preserves full chat history
- Reduces resolution time for complex issues
Triage
Triage uses machine learning to automatically categorize, prioritize, and route requests, even before they hit the help desk. It improves accuracy and reduces manual sorting.
- AI-based ticket classification
- Accelerates time-to-resolution
- Learns and adapts over time
Approval Mirroring
Streamline approvals by bringing them into chat. Whether it’s access requests, software installs, or policy exceptions, Approval Mirroring mirrors workflows from ServiceNow natively, and from systems such as Workday through Tool Studio integrations,.
- Approvers respond directly within your AI Assistant
- Full visibility into pending and completed approvals
- Secure, auditable, and compliant
Ticket Interception
Ticket Interception is a legacy plugin. The AI Assistant polls your ITSM for new, unassigned tickets filed through the self-service portal or email, reaches out in chat when it is confident it has a solution, and leaves a comment on the ticket describing it. If the user confirms the fix, the ticket is marked resolved.
- Polls for new, unassigned tickets the AI Assistant can resolve
- Reaches out in chat and comments on the ticket
- Resolves the ticket when the user confirms
Setup steps are in How to Configure Ticket Interception.
Ticket Gateway
Ticket Gateway is a generic ticketing integration. It acts as a translation layer between Moveworks and your ticketing system, so you can map your system’s own endpoints into the Moveworks ticketing platform without system-specific code on the Moveworks side. Ticket Gateway is in internal preview and may change without notice.
Forms
Forms lets employees find the right form for a request and fill it in chat. Moveworks ingests your forms from the ticketing system, matches an employee’s request to a form from its title and description, and renders supported field types in Microsoft Teams, Slack, and the Embedded AI Assistant; otherwise it routes the employee to the form in your ITSM. See Configure Forms for the Moveworks Setup configuration and the integration-specific guides for ServiceNow, Jira Service Desk, Freshservice, Wolken, and ManageEngine.