Slack Integration for Freshservice

With the new Slack Integration, you can get your business users to have their issues sorted over a conversation on Slack. 

a. Agents will be able to convert any direct message(DM) Slack conversation into a ticket by using the slash command /freshservice-ticket.

b. Agents can also stay up-to-date and receive service-desk related notifications (e.g: High priority tickets) on specified Slack channels, by configuring Dispatch’r or Observer rules in Freshservice.

Manage both the number of tickets and the time you spend on your service desk:  

Agents can now merge one or more tickets together and add a due date by which the ticket should be resolved/closed.

Faster Login through SAML SSO Authentication:

Agents and end-users can now sign into the Freshservice Android App faster by using their SAML SSO credentials that are associated with any popular SSO service.

iOS App Enhancements

In addition, to support for SAML SSO authentication for the Freshservice iOS app as well, we’ve given the Freshservice iPad app a brand new makeover.

With the new split-screen view, agents can easily move between the ticket list, viewing the details for a specific ticket and actioning a ticket.