NHS England Collaboration Services are excited to announce that the NHSmail Feedback, Windows10, and MDE mailboxes will now be managed through ServiceNow for all incoming queries and questions related to the NHSmail service.

This transition aims to streamline our processes and improve response times.

Please note that the existing NHSmail Helpdesk remains as the primary route for live service support.

Benefits of NHSmail moving to ServiceNow

• Simplified contact: By having one front door to the NHSmail team, you can easily locate the relevant Service Offering to raise your case to be reviewed by the right NHSmail team.
• Improved Response: By using ServiceNow, we streamline the triage and investigation processes, which means your cases will be dealt with faster.
• Improved Tracking and Transparency: With ServiceNow, all your interactions with us will be tracked in one place. You’ll have a clear overview of all your ongoing cases and can share case visibility with your colleagues.
• Improved Service through analytics: ServiceNow offers analytics on the common cases which allows us to identify improvements which can be made to the Service to improve day-to-day usage by our users.

Transition plan

Key dates for transition to ServiceNow.

• Tuesday 22^nd October 2024 Feedback@nhs.net and Windows10@nhs.net starts accepting cases through ServiceNow for all their Service Offerings. The mailboxes remain open, in parallel, for contact, as before, for 4 weeks.
• Tuesday 19^th November 2024 Feedback@nhs.net and Windows10@nhs.net mailboxes no longer accept questions or queries. All contacts must be raised through the ServiceNow customer portal.
• Tuesday 7^th January 2025 MDEFeedback@nhs.net starts accepting cases through ServiceNow for all their Service Offerings. All contacts must be raised through ServiceNow customer portal. The mailbox no longer accepts questions or queries from this date, Tuesday 7^th January 2025.

What does this mean for me?

If you are a regular contactor of one or more of these mailboxes, you will receive further information about these changes from the teams who manage those mailboxes.

You can access the NHS England ServiceNow and register for an account, if you are not already registered.

You can access this guidance on how to use the NHS England ServiceNow as a customer if you have never used ServiceNow before.

These changes do not affect the NHSmail Helpdesk service or National Administration Service so if you already contact Helpdesk@nhs.net, 0333 200 1133 or Helpdesk Self-Service as a Local Administrator, please continue to use these contact routes as normal.

Document information and downloads