On-call agents can receive notifications for incidents associated with their on-call group on Slack and even respond to them from within Slack. The process is broken down into two – for Admins and for Agents.
Step 1: Install Freshservice ServiceBot for Slack
As the Admin, if you haven’t installed Freshservice ServiceBot for Slack at the account level as yet, you will see a message prompting you to visit the marketplace and install it. Search for 'Servicebot for Slack'.
In the next screen, you will be asked to give permission to allow ServiceBot to access your official Slack instance. Go ahead and Allow.
The ServiceBot will then be ready for use. If you wish to activate/deactivate the ServiceBot, do it from the Apps section on the Admin page.
Step 2: Navigate to the Notifications tab
Navigate to Admin >> On-Call Management, and create an on-call schedule or update an existing schedule. Select the Notifications tab.
Step 3: Select Slack as a notification channel
On selecting the third tab i.e. Slack, you’ll notice that the channel is ready for use.
Step 4: Configure notification settings
Scroll down and select Slack from the dropdown menu wherever required. Configure the time interval and frequency of notifications as per your requirements.
Agents need to add ServiceBot to their official instance of Slack
After the Admin installs ServiceBot for Slack, agents must add the same to their official instance of Slack. Use the global search bot in Slack to search for @ServiceBot. Click connect to get started.
When incidents are assigned to an on-call agent group, agents in that group will receive notifications on the messages tab from the service bot installed on Slack. On-call agents will then be able to acknowledge, escalate, and resolve incidents directly from Slack.
Say, Tom and Nick are Level 1 agents while Harry is a Level 2 agent. When an incident is associated with their group, Tom (brown icon on the left) and Nick (pink icon on the right) are notified by the SlackBot app under the Messages tab in their Slack instances.
If Tom acknowledges the incident, Nick is intimated about the same.
This detail is also captured under the Activities for each incident.
Let's say, Nick resolves the incident. Then Tom is notified about the same.
Let's say, Nick tries to escalate an incident that's already resolved. ServiceBot then displays an error message.
Now, if Tom escalates an incident to Level 2, SlackBot will notify all other Level 1 agents.
Harry, the Level 2 agent, is notified by ServiceBot under the messages tab. Even he can acknowledge, resolve, or escalate the incident. He can also add a private note that will be added for the Incident.