Important Note: This feature is accessible through public beta from the 1st week of September 2023. The video serves as an illustration of the comprehensive capability; however, the ability to export conversations is currently unavailable within the beta version. These features are scheduled for release in Q1 2024.

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: 

  1. 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. 

  1. 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. 

Beta functionality: Ability to initiate conversations from Freshservice 

  1. Navigate to the ‘Collaborate’ widget and click on ‘Start New’. 

  2. You’ll see two options: select an existing Slack channel or create a new one on Slack to start the conversation. 

    1. If you want to select an existing channel, choose the channel you’d like to initiate the conversation. 

    2. 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. 

  1. Click ‘Start’. 

  2. You’ll land on Slack with a snapshot of the ticket and the ability to converse with members added to the channel. 

  3. The link to the Slack conversation would be appended to the collaborate widget so that any agent with access to the channel can navigate the conversation from Freshservice.