Skype for Business has become one of the most widely used web conferencing platforms. If your organization is using Skype for Business, you can easily integrate it with Freshservice, enabling agents to initiate conversation with requesters seamlessly. This would pave way for quicker resolution of tickets. An agent can now have the following capabilities after the integration:

  • See if the ticket requester is available in Skype within the ticket page itself and initiate a conversation.

  • Have IM/audio/video sessions from within a Freshservice ticket, so that remote support can be provided. Also, complete context of an issue can be gleaned through this resulting in faster resolving of tickets. 

  • Save IM conversations in a ticket note so that any contextual information from the conversation stays within the ticket.

Follow the steps below to set up the integration

  • Login to your Freshservice account as an admin. Then from the Admin console, click on Integrations. 

  • From the list of integrations, toggle the switch next to Skype for Business to enable it.

  • Clicking on Skype for Business would take you to the integration settings page shown below.

It is necessary to generate an Application ID and configure the Reply URL in Microsoft Azure portal to complete the integration successfully.

Steps to generate Application ID 

  • Go to the Microsoft Azure portal

  • Once the portal is open, click on Azure Active Directory node from the left side of the portal amidst an array of options.

  • Now click on App Registrations > New application registration.

  • Here, choose a Name for the application and select Web app / API as its Application type. 

  • Also, include your portal URL in the Sign-on URL field. 

  • Click on Create.

  • Now click on the app you have created. You would see three options beneath the app that was created- Settings, Manifest, Delete.

  • Beneath Essentials, you would find details of the application that was created such as Display name, Application Type, Application ID and much more.

  • Click to copy the Application ID.

Steps to edit manifest

  • Click on Manifest that you can see beneath the app name that was created.
  • Find "oauth2AllowImplicitFlow": false, in the manifest and replace it with "oauth2AllowImplicitFlow": true,
  • Click Save.

Steps to configure Reply URL in Microsoft Azure Portal

  • Click on Settings that you can see beneath the app name that was created
  • Under Settings, beneath the Properties, click on Reply URL.

  • Paste  https://{{HELPDESK_URL}}/helpdesk/tickets/* in the first field provided and https://{{HELPDESK_URL}}/* in the second field. For example: in the first field paste* and paste* in the second field.

Steps to enable Required Permissions

    Adding API access

  • Under Settings, beneath API access, select Required Permissions and click Add
  • Click on Select an API > search for Skype for Business in the field provided > Click on Skype for Business Online and click Select.
  • A green check mark appears next to Select an API once the above step is complete.
  • Now, click on Select Permissions and enable the following:
    • Create on-demand Skype meeting

    • Send / receive audio / video

    • Send / receive instant messages

    • All options under delegate permissions

  • Click on Select.

  • Beneath the Add API access window, select Done.

    Grant Permissions

 Please note that you would require Office 365 Admin privileges to Grant Permissions.

  • You would be taken back to Required Permissions page after completing the previous step.
  • Now, click on Grant Permissions (next to Add) and select okay.

How to use Skype for Business integration

Initial set-up 

After Skype for Business has been integrated successfully with Freshservice, agents will be able to see the Skype Sign In prompt (if not already logged in) in the tickets page beneath Requester Info. 

IM conversation

  • After signing in, an agent can see the availability of the requester and initiate an IM conversation.

  • You can also save the IM conversation as a note in a ticket so relevant information is not lost.

Please note that emojis will be saved as text and attachments cannot be shared in chats.

Audio and Video set-up 

  • Please note that Skype for Business Web App plug-in is required to initiate audio, video calls with ticket requesters.

  • Audio and video conversations are supported only in the following browsers:

    • Internet Explorer 11 and later versions

    • Safari 8 and later versions

    • FireFox 40 and later versions

    • Chrome 43 and later versions