Nametag is expanding our partnership with ServiceNow. Agents can now verify the real human behind an Interaction in the ServiceNow console, preventing impersonation and social engineering at first contact, before an Incident even exists. Together, Nametag and ServiceNow are preventing more fraud and further streamlining ITSM operations by embedding identity assurance directly into more places inside the Service Operations Workspace.
Our Interactions Management integration is certified and available on the ServiceNow Store today. Check out the press release or read on to learn more.
Helpdesks Can't Verify Identity. ServiceNow Customers Can.
An Interaction in ServiceNow is the record of the conversation itself.An Interaction in ServiceNow is the record of the conversation itself. It’s created the moment a user contacts the service desk through any of these channels:
- Chat
- Walk-up
- Phone
- Virtual Agent handoff
It exists independently of whatever work record follows. Not every Interaction becomes an Incident, and one conversation can touch several Incidents. The Interaction is the thread that connects them.
Not every Interaction becomes an Incident, and one conversation can touch several Incidents. The Interaction is the thread that connects them.
That structure matters for identity. Verifying at the Incident level confirms the person requesting a specific action. Verifying at the Interaction level confirms the person before any work starts and before any story lands. ServiceNow tells you which account opened the conversation. Nametag tells you which human is on the other end.
For service desk teams, the operational change is direct. One button replaces the manual verification step. Agents act on a verified decision instead of a guess, and the decision is attached to the conversation that preceded any downstream ticket.
"As we enter a new era defined by intelligent systems, cybersecurity and resilience must be embedded into every layer of the business. Nametag's certified integration with ServiceNow, built on the ServiceNow AI Platform, empowers customers to verify the person behind every request before performing sensitive actions — helping reduce impersonation risk, strengthen auditability, and protect critical services at scale. Together, we're helping organizations build secure, scalable digital foundations that support long-term innovation." — Alix Douglas, group vice president, Partner Solutions at ServiceNow
How it Works: Identity Assurance in ServiceNow
- When a contact comes in over any live channel, the agent presses a button to generate a verification request from inside the Interaction record.
- The user scans a QR code and verifies their identity with a selfie and a government-issued photo ID. Users who have verified with Nametag before can reverify with just a selfie.
- The agent sees the verification status update in real time without leaving their workspace, and gets a definitive pass or fail.
- Details are logged to the Interaction record automatically, so the identity decision is attached to the conversation that preceded any downstream ticket.
No security questions. No callback. No judgment call about whether the voice sounds right. Just clear, documented proof of identity.
"Service desk teams often have to make high-stakes identity decisions under pressure, relying on manual processes and human judgment. Embedding Nametag directly into ServiceNow makes identity verification part of the support workflow. This removes guesswork, protects against impersonation, and creates a clear audit trail before actions like password and MFA resets are taken." — Richard Biever, Senior Director, Information Security at ElevateBio
Our ServiceNow integration gives security and IT teams full control over data storage, retention, visibility, and more. Users give informed consent before sharing any information, and can request to have their data deleted at any time. Nametag never stores biometric data. Facial comparison runs in real time, and the biometric data is discarded once the decision is returned, keeping IT and legal teams on the same page.
Get Started
Our new Interaction Management integration is certified and available on the ServiceNow Store today. It installs in minutes alongside our existing Incident-level integration. Our enhanced ServiceNow ITSM integration covers the full picture of service desk operations: live-channel contacts through Interactions, and ticket-based or asynchronous requests through Incidents.
For setup steps and the fields agents see, read How to Embed Identity Assurance into ServiceNow ITSM.
Request a demo or install directly from the ServiceNow Store today.
