Moveworks Support Transition to ServiceNow Now Support

Effective Date: March 16, 2026

General Overview

Why is Moveworks moving to Now Support?

We are transitioning case management to ServiceNow’s Now Support portal to provide a more integrated and scalable support experience.

Is the Moveworks Support team changing?

No, your support engineers and escalation paths remain the same. Only the ticketing platform is changing.

Case Migration

What happens to my open cases?

All cases that are not in “Closed” status (including Pending, On-Hold, Awaiting Response, etc.) will automatically migrate during the week of March 16.

What happens to closed cases?

Closed cases will not be migrated into Now Support.

If you require historical case data, you can submit a request through Now Support and we will provide an export.

Can closed cases be migrated into Now Support?

No. Closed cases cannot be imported into the new platform.

How do I access Now Support?

Click the Support tile in your Moveworks portal. You will be automatically redirected to the Now Support portal.

Will I need new credentials?

You will log in using your Now Support credentials.

Why do I see two Support tiles?

During the transition period, you will see:

Support (New) – Now Support portal
Support (Legacy) – Salesforce portal

The Legacy tile will be removed once all active cases have been migrated.

Case Submission

Is there documentation on how to create a case?

This article covers how to create a case in Now Support.

Can I still submit cases via email?

No. Beginning March 16, support@moveworks.ai will no longer accept new cases. All cases must be submitted via Now Support.

Roles & Permissions

Who manages user access?

Your organization’s ServiceNow Primary Customer Admin manages user access and role assignments within Now Support.

Can we have more than one Primary Admin?

Now Support allows for a single designated Primary Customer Admin role, but there are other admin roles that can be provided documented here.

Can users be restricted to Moveworks-only cases?

Now Support uses role-based permissions as documented here. While users will clearly see separate product areas when filing cases, restrictions may depend on your internal role configuration. Your Primary Admin can manage permissions accordingly.

How does a Primary Admin set up other users on Now Support?

This guide documents the process to get up additional users in Now Support.

Special Scenarios

What if our ServiceNow instance is managed by a third party?

If your ServiceNow environment is managed by a partner, they will manage user provisioning and access on your behalf.

What if we have seat limitations in ServiceNow?

There is no cap on basic case-filing roles. If you encounter restrictions, please file a Moveworks support case so we can coordinate with ServiceNow Support Operations.

What if we don’t have access by March 16?

New case creation in Salesforce will be disabled on March 16. Customer should work with their Now Support Primary admin to get access to Now Support by then.

Gov Cloud Customers

Moveworks Gov Cloud customers will migrate later to ServiceNow’s HiWave instance (targeting April/May 2026). A separate communication will confirm exact timing.