If you are using the “MSP mode” in your Freshservice account to serve multiple departments within the same company (i.e HR, IT, Finance), we can enable the Virtual Agent feature for your account on request.
If you are using the “MSP mode” for serving other companies (Portal A for company A, Portal B for company B), the virtual agent feature can’t be activated on your account. Currently, the Freshservice account and Slack account have a one-to-one mapping so you can’t install ServiceBot on multiple Slack instances and link them to the same Freshservice account.
Points to note while using Servicebot for an MSP account
The bot will only get connected to the main portal. This means links for tickets, knowledge articles, service items that ServiceBot shows will use the domain setup for the main portal.
The home tab will show tickets from all portals for agents and requesters.
The home tab will show approvals from all portals for agents and requesters.
Solution article suggestions will be given from all categories of the knowledge base. ServiceBot will respect the visibility setting of requester/ agent groups if applicable.
Service item suggestions will also be given from all categories of the service catalog. ServiceBot will respect the visibility setting of requester/ agent groups if applicable.