Working with callback requests using the Customer Service Portal
As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Request a callback using the Customer Service or Consumer Service Portal
Request an immediate voice callback or schedule a voice or video callback from an agent using the Customer or Consumer Service Portal.
Before you begin
Role required: sn_customerservice.customer, sn_customerservice.consumer
About this task
You can request an immediate callback only for a voice channel. Use the Call me later option to request a video call.
Procedure
-
Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix
/csmor/cspto your instance URL.For example:
https://yourportalurl.com/csm -
Select My Lists in the portal header and then select My cases.
-
Select the case for which you need support.
-
In the Actions section, select Request callback.
-
In the Request a callback pop-up window, enter your name, phone number, issue type, and description.
-
Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.
|
Type of callback |
Action |
|---|---|
|
Immediate voice callback |
Select Call me now. |
|
Scheduled voice or video callback |
The date and time slots indicate the agent's availability. |
Result
- A callback request is created.
- The details of the callback request are available in the Callback tab.
- A confirmation email is sent.
Reschedule a callback using the Customer Service or Consumer Service Portal
Reschedule a callback from an agent using the Customer or Consumer Service Portal.
Before you begin
Role required: sn_customerservice.customer, sn_customerservice.consumer
About this task
You can reschedule a callback request to receive a phone or video call from an agent.
Procedure
-
Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix
/csmor/cspto your instance URL.For example:
https://yourportalurl.com/csm -
Select My Lists in the portal header and then select My cases.
-
Select the case for which you need support.
-
In the Callbacks tab, select the callback request that you want to reschedule.
-
Select Reschedule.
-
Choose a date and time from the calendar.
The date and time slots indicate the agent's availability.
-
Select Submit.
Result
- The callback request is rescheduled.
- The pop-up window shows the details of the rescheduled callback.
- A confirmation email is sent.
Cancel a callback using the Customer Service or Consumer Service Portal
Cancel a callback from an agent using the Customer or Consumer Service Portal.
Before you begin
Role required: sn_customerservice.customer, sn_customerservice.consumer
Procedure
-
Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix
/csmor/cspto your instance URL.For example:
https://yourportalurl.com/csm -
Select My Lists in the portal header and then select My cases.
-
Select the case for which you need support.
-
In the Callbacks tab, select the callback request that you want to cancel.
-
Select Cancel.
-
Confirm the cancellation in the confirmation message.
Result
- The callback request is canceled.
- The details of the canceled callback request are available in the Callbacks tab.
- A confirmation email is sent.
---
title: Working with callback requests using the Customer Service Portal
description: As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.Request an immediate voice callback or schedule a voice or video callback from an agent using the Customer or Consumer Service Portal.Reschedule a callback from an agent using the Customer or Consumer Service Portal.Cancel a callback from an agent using the Customer or Consumer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/request-callback-from-portal.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Callback requests from customers, Use omnichannel callback, Customer communication, Use, Customer Service Management]
---
# Working with callback requests using the Customer Service Portal
As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
## Request a callback using the Customer Service or Consumer Service Portal
Request an immediate voice callback or schedule a voice or video callback from an agent using the Customer or Consumer Service Portal.
### Before you begin
Role required: sn\_customerservice.customer, sn\_customerservice.consumer
### About this task
You can request an immediate callback only for a voice channel. Use the **Call me later** option to request a video call.
### Procedure
1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix `/csm` or `/csp` to your instance URL.
For example: `https://yourportalurl.com/csm`
2. Select **My Lists** in the portal header and then select **My cases**.
3. Select the case for which you need support.
4. In the **Actions** section, select **Request callback**.
5. In the Request a callback pop-up window, enter your name, phone number, issue type, and description.
6. Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.
<table id="choicetable_dlg_q4r_2wb"><thead><tr><th align="left" id="d120670e166">
Type of callback
</th><th align="left" id="d120670e169">
Action
</th></tr></thead><tbody><tr><td id="d120670e175">
**Immediate voice callback**
</td><td>
Select **Call me now**.
</td></tr><tr><td id="d120670e187">
**Scheduled voice or video callback**
</td><td>
1. Select **Call me later**.
2. Select the type of call.
- For a phone call, select **Voice**.
- For a video call, select **Zoom**.
3. Select a date and time from the calendar.
The date and time slots indicate the agent's availability.
</td></tr></tbody>
</table>7. Select **Submit**.
### Result
- A callback request is created.
- The details of the callback request are available in the Callback tab.
- A confirmation email is sent.
## Reschedule a callback using the Customer Service or Consumer Service Portal
Reschedule a callback from an agent using the Customer or Consumer Service Portal.
### Before you begin
Role required: sn\_customerservice.customer, sn\_customerservice.consumer
### About this task
You can reschedule a callback request to receive a phone or video call from an agent.
### Procedure
1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix `/csm` or `/csp` to your instance URL.
For example: `https://yourportalurl.com/csm`
2. Select **My Lists** in the portal header and then select **My cases**.
3. Select the case for which you need support.
4. In the **Callbacks** tab, select the callback request that you want to reschedule.
5. Select **Reschedule**.
6. Choose a date and time from the calendar.
The date and time slots indicate the agent's availability.
7. Select **Submit**.
### Result
- The callback request is rescheduled.
- The pop-up window shows the details of the rescheduled callback.
- A confirmation email is sent.
## Cancel a callback using the Customer Service or Consumer Service Portal
Cancel a callback from an agent using the Customer or Consumer Service Portal.
### Before you begin
Role required: sn\_customerservice.customer, sn\_customerservice.consumer
### Procedure
1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix `/csm` or `/csp` to your instance URL.
For example: `https://yourportalurl.com/csm`
2. Select **My Lists** in the portal header and then select **My cases**.
3. Select the case for which you need support.
4. In the **Callbacks** tab, select the callback request that you want to cancel.
5. Select **Cancel**.
6. Confirm the cancellation in the confirmation message.
### Result
- The callback request is canceled.
- The details of the canceled callback request are available in the **Callbacks** tab.
- A confirmation email is sent.
| title | Working with callback requests using the Customer Service Portal |
| description | As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.Request an immediate voice callback or schedule a voice or video callback from an agent using the Customer or Consumer Service Portal.Reschedule a callback from an agent using the Customer or Consumer Service Portal.Cancel a callback from an agent using the Customer or Consumer Service Portal. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/request-callback-from-portal.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Callback requests from customersUse omnichannel callbackCustomer communicationUseCustomer Service Management |