TABLE OF CONTENTS
- For Admins:
- For Agents:
- Mapping Slack Channels to Freshservice Agent Groups
- How can the ServiceBot help you?
To install Servicebot for Slack, you must have Admin access in Freshservice and the permission to install apps in Slack
In order to set up Servicebot for Slack, follow the steps below.
Log into your Freshservice account, and navigate to Admin → Apps → Get More Apps → Search for ServiceBot for Slack.
Navigate to the app listing and click on the Install button.
In the next screen, you’ll be asked permission to allow ServiceBot to access your workspace. You can give permission to ServiceBot by clicking on Allow.
Your servicebot is ready to go. If you wish to activate/deactivate ServiceBot, you can do it from the Apps section
- Once the admin install the Servicebot in slack, agents can add the Servicebot to their slack easily
- Use the global search bar in Slack and search for Servicebot
- Click “Connect” to get started.
Mapping Slack Channels to Freshservice Agent Groups
Collaboration is inevitable in a work environment. But when agents need to collaborate, switching between Slack and Freshservice hinders their productivity to a great extent.
With the ServiceBot, you can map Freshservice groups to your internal Slack channels, enabling all agents within a team to stay on top of their group-wise ticket updates.
1. Navigate to the homepage and click on the Settings option.
2. Click on Connect to create a new group-channel mapping. An agent group can be mapped only to one Slack channel and vice versa.
3. You can choose the priority of tickets that should be notified to a channel. For example, you can choose to notify the Change-team Slack channel with only the urgent priority tickets assigned to the Change Team on Freshservice.
4. Click on Disconnect to delete a Group-Channel mapping.
How can the ServiceBot help you?
1. Ticket Creation: The ServiceBot lets you create tickets in multiple ways. You can quickly create incidents from message actions, using the Shortcuts [⚡] icon or from the search bar.
You can create and assign tickets to agents directly from Slack.
2. Home Tab: Authorised Freshservice agents can see the open tickets assigned to them, giving them full visibility right from Slack. Agents can also choose to edit the ticket properties and add notes from the tab.
3. Collaboration: Agents can collaborate and quickly resolve tickets, right within their Slack channels. Replies to tickets are added as private notes to the Freshservice ticket thread to preserve the conversation’s context.
Note: Notes and replies from Freshservice to Slack is restricted to 250 characters currently.
4. Quick Ticket Actions: The Bot allows agents to quickly update ticket properties and add notes using the edit ticket option. Agents can stay ahead of their SLAs by quickly replying to tickets right from their slack channels.
5. Notifications: Each and every ticket is associated with a separate thread in slack for easier tracking. Notifications are added in the respective channel’s thread as replies when ticket properties are updated from Slack as well as from Freshservice
You can paste a Freshservice ticket in the channel or the thread message pane to quickly post a ticket. The ticket will get unfurled with all the ticket information and options to edit the ticket.