Freshservice and Slack integration have been elevated further to enable real-time ticket collaboration. The collaboration feature brings complete context to Slack from within Freshservice, aiding faster resolution of tickets by aligning cross-functional teams and importing conversations from Slack into Freshservice for complete visibility.
As a prerequisite to using the collaborate widget, you must have the following:
Install the servicebot on Slack (or) If the servicebot is already installed, the admin has to upgrade the bot to use collaboration. Navigate to Admin -> Collaborate -> Slack and click on the Install/Upgrade button.
Agents initiating a new conversation through the collaborate widget for the first time will be prompted to do a one-time authorization for the bot to create a new Slack channel or use an existing one.
Ability to initiate conversations from Freshservice
Navigate to the ‘Collaborate’ widget and click on ‘Start New’.
You’ll see two options: select an existing Slack channel or create a new one on Slack to start the conversation.
If you want to select an existing channel, choose the channel you’d like to initiate the conversation.
If you want to create a new channel, you can name the channel and add relevant stakeholders either by usernames or a predefined agent group in Freshservice.
You’ll land on Slack with a snapshot of the ticket and the ability to converse with members added to the channel.
The link to the Slack conversation thread would be appended to the collaborate widget so that any agent with access to the channel can navigate the conversation from Freshservice.
You can also choose to delink the channel from the ticket details page by clicking on the ‘Expand’ icon next to the channel link.
Ability to import conversations from Slack:
Note: The ability to import is only available for the Pro and Enterprise customers.
Click on the ‘Import’ icon next to the channel link.
There will be two options either to import a summary of the conversation or the entire conversation. If you are on the Freddy Copilot trial or purchased the Freddy Copilot add-on, you will be able to import a summarized version of the conversation.
With Freddy Copilot:
On choosing ‘conversation summary’, click on the Freddy icon to auto-generate a summary of the conversation.
You can additionally send a copy of the summary back into the Slack channel.
Without Freddy Copilot:
On choosing ‘Entire Conversation’, you can add an optional note and click on ‘Add Note’ to import the conversation into Freshservice.
In either of the cases, you can choose to notify specific users and add the note as a ‘public’ or a ‘private’ note by choosing the same in the bottom left dropdown.