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 a 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 on 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, the 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. Navigate to Admin > Service Desk Productivity > Apps.
Click on Get More Apps, select Skype For Business.
Clicking on Install would take you to the integration settings page shown below.
Steps to find the Tenant ID
Go to your Microsoft Azure Portal.
Navigate to Azure Active Directory. Under Manage, click on Properties. Copy the Directory ID to fill the Tenant ID field.
You can also finish your application registration and then double click on the application’s name in the app registrations window. You will find the DIrectory ID in the Overview tab.
Steps to generate Application ID
Go to your Microsoft Azure portal.
Once the portal is open, click on Azure Active Directory node from the left side of the portal.
Now click on App Registrations > New application registration.
Here, choose a Name for the application.
In the Redirect URL field, include your portal URL as follows: https://{{HELPDESK_URL}}/helpdesk/tickets/. Forexample, https://acme.freshservice.com/helpdesk/tickets/ should be included in the field.
Click on Register.
Now click on the app that you created. You would find details of the application that was created such as Display name, Application ID, Directory ID and much more.
Click to copy the Application ID. Paste it into the Application ID field on the Skype integration settings page on Freshservice.
Steps to Edit Manifest
Click on the app that you created.
Click on Manifest under Manage on the left.
Find "oauth2AllowImplicitFlow": false, in the manifest and replace it with "oauth2AllowImplicitFlow": true.
Configure Reply URL: Find “replyUrlsWithType” in the manifest. Make the following changes in the editor:
Paste https://{{HELPDESK_URL}}/helpdesk/tickets/* in the first “url” attribute and https://{{HELPDESK_URL}}/* in the second “url” attribute. For example: in the first “url” attribute paste https://acme.freshservice.com/helpdesk/tickets/* and paste https://acme.freshservice.com/* in the second “url” attribute. You can use the following code snippet for reference.
Click Save when you are done with the changes.
Note:
For customers using CNAME the following are the changes to be made in the Manifest editor.
Steps to enable API Permissions
Under Manage, click on API Permissions.
Click on Add a Permission. Find Skype for business in the Commonly used Microsoft APIs and click on it.
Now, under Delegated permissions, select all the checkboxes.
Under Application permissions, select the following:
Conversations.AudioVideo
Conversations.Chat
Conversations.PSTN
Meetings.JoinManage
Once done, click on Add Permissions.
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 under Grant consent and select Yes to complete the process.
How to use the Integration
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 conversations
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.
