Collaboration apps play an integral role in fostering a streamlined platform for teams to work together. Freshservice introduces the Microsoft Teams (MS Teams) integration, making ticket resolution faster than ever before by bringing your tickets’ context right within your collaboration platform. The integration also simplifies the service-request approval process by enabling one-click approvals.
The MS Teams integration comes with our Freshservice Bot a.k.a the Servicebot, which can push notifications to MS Teams about new tickets to agents/groups. It can also be used to update or respond to the tickets. With streamlined updates about tickets being piped into MS Teams, agents can collaborate and respond to tickets faster without having to toggle between windows.
Some of the key features the Servicebot provides:
- Instant resolution of support tickets for your users.
- Conversational collaboration and communication with anyone.
- On-call management for your agents to respond to incidents.
- Seamless collaboration on projects.
- Freddy AI Agent that understands your queries and delivers information in real-time in a conversational manner.
Setting up the integration
To integrate Servicebot with MS Teams:
1. Go to Admin > Channels > Servicebot for Microsoft Teams.
2. Click Install.
3. Select the features you want to enable with Servicebot, and click Install.
Note: Servicebot features are subject to availability based on your plans.
4. Click Accept to authorise permissions by using your Microsoft admin account credentials.
5. Select the events for which you want to set up notifications through Servicebot. Then, click Save and Continue.
6. (Only on Enterprise) Select the teams and channels on which you want to enable Freddy AI Agent for auto-responses to employee queries. This enables round the clock assistance via the Freddy AI Agent in those channels. Then, click Save and Continue.
Your Servicebot for Microsoft Teams is now good to go. You can continue to manage configurations for all Servicebot features from the Admin page.
Additional configurations you can manage for Servicebot features:
Freddy AI Agent: Manage channels on which you want Freddy AI Agent enabled for auto responses.
Collaborate: Allow agents to create channels when they want to initiate a collaboration on a ticket within MS teams.
On-call Management: Manage your on-call schedules.
Project Collaboration: Integrate with project collaboration platforms.
Other configurations you can manage:
Customise your bot in MS Teams: You can customise the Bot logo, name, and much more according to your organisation’s needs. Pin the bot for ease of access.
Integrate your knowledge repositories: Explore and integrate your knowledge repositories, such as SharePoint to help Freddy AI Agent reference information from SharePoint to respond to employees’ queries.
Servicebot notifications: Use the 'Settings' icon to manage Servicebot notifications.
Note:
The email address used for your MS Teams profile and Freshservice must be the same.
MS Teams users can interact with the Servicebot only if those users are activated in Freshservice.
Approvers for Service Requests on MS Teams need not be agents in Freshservice.
Using Servicebot after integration
For Freddy AI Agent enabled instances, end users can engage with the Servicebot from under their Apps section as well as through support channels where Freddy AI Agent has been enabled. No at mentioning the bot is needed.
However, for instances that are not enabled with Freddy AI Agent, you can still start a conversation with the Servicebot in MS Teams. You can search for @Servicebot Help to know what commands can be used. Below are some details for such users.
Bot Commands
In MS Teams scope
The following Bot commands can be used with an @mention in the Servicebot.
Fetch Tickets
This command is used to fetch tickets into the chat panels. Fetch command can be:
Filter tickets: Filter tickets assigned to a group based on priority and status fields.
My tickets: View the tickets assigned to you in the group.
Group tickets: View the tickets assigned to the group.
Ticket ID
You can view a particular ticket by using its ticket ID as a command. For example, use “INC-123” to view the ticket with ID 123.
Associate a team
If you want to associate a team with a Freshservice group, use the “@ServiceBot associate” command. Then, select the Freshservice group to be associated, from the dropdown menu and click Submit.
Ensure that the user trying to associate the Freshservice Group to the corresponding team in MS Teams is an agent in the respective Freshservice Group.
Re-associate a team
If you want to re-associate the current team from a Freshservice agent group to another Freshservice agent group, use “@ServiceBot Reassociate” command. Then, choose the agent group with which you want to re-associate the team.
Dissociate a team
If you want to dissociate the current team from a Freshservice agent group, use the “@ServiceBot dissociate” command.
Help
Use the "Help" command to view the list of commands the Bot can work with.
In Team's scope, if a Ticket is assigned to a Group and not to an agent, those notifications will come into the associated Team in your MS Teams tenant. This currently works for only Incident. However, it doesn't restrict you to pull context of a Service Request in the Team scope using the above commands.
In Individual scope
Fetch Tickets
This command is used to fetch tickets into your chat. Fetch command can be:
Filter tickets: Filter tickets assigned to you based on priority and status fields.
My tickets: View the tickets assigned to you.
Ticket ID
You can view a particular ticket by using its ticket ID as a command. For example, use “INC-123” to view the ticket with ID 123.
Help
Use the Help command to view the list of commands the Bot can work with.
Ticket Actions
Reply: The agents can reply to the ticket right from the MS Teams window by clicking on the Reply option. Once you reply, it will be added to the ticket thread on your bot window.
Approve: If you’re an approver for a particular service request, the ticket pushed by the Bot will have an Approve option in your direct messages. Click this option and add remarks to approve the service request.
Reject: If you’re an approver for a particular service request, the ticket pushed by the Bot will have a Reject option in your direct messages. Click this option and add remarks to reject the service request.
Add Note: You can add a private or public note to the ticket using this option.
View More: This option opens your ticket in your Freshservice account.
Assign to agent: All incidents assigned to a particular agent group will be updated in the associated team’s scope. Anyone in the team can assign the ticket to an agent using the Assign to Agent option.
Bot updates
The Bot will notify the assigned agent in it's direct messages with ticket updates when:
Notes are added to a ticket
Any replies are added to tickets
Status and priority changes
All the above updates will be pushed in the group whenever a ticket is not assigned to an agent but is assigned to the group.
Note: Assigning tickets to yourself, updating, and replying to your own tickets will not be notified by the Bot.
Troubleshooting steps for integration
If you’re facing the following error with the integration - “You do not have permissions to perform this action”, try the following steps to troubleshoot.
Uninstall the bot on MS Teams in the teams scope and the personal scope.
To uninstall from Team’s scope:Go to Teams and select the Team where the Servicebot is installed.
Click
next to the Team’s name.Click the Apps tab and uninstall the Servicebot.
To uninstall from Personal scope:
Click
from the sidebar.Go to Apps.
Right-click Servicebot and click Uninstall.
2. Install the MS Teams app within Freshservice first.
3. Once you have installed the app on Freshservice, re-install the Servicebot in MS Teams.
