Slack - Freshservice Integration 


Collaboration apps foster a streamlined platform for teams to work together. Slack enables teams to collaborate and work closely with each other to get work done. 

The ServiceBot plugs real-time ticket updates right into Slack and allows agents to seamlessly collaborate with their teammates to get work done faster.


Using the ServiceBot for Slack you can enable your agents to,


  • Invite team members to collaborate on a ticket right within the Slack channels. The conversations are added to the Freshservice ticket threads for future reference.

  • Collaborate and stay on top of their ticket updates with tickets automatically posted to relevant channels.

  • Create and update tickets right from Slack. They can add notes and reply to customers without switching to Freshservice. 

  • View their most recent open and pending tickets assigned to them right within Slack.


Add the Freshservice app to your Slack workspace and get started right away!


Setting up the ServiceBot


To install the ServiceBot in your Slack workspace, one must have to have Admin access in Freshservice. The Bot should be first installed by the Freshservice admin then followed by the Freshservice agents.


For Admins

  1. Log in to your Slack workspace.

  2. Search for “ServiceBot” in the Slack App Directory. Click on Add.

  3. Click on Add to Slack.

  4. You’ll be taken to the Home tab of the ServiceBot. Click on Configure to configure your Freshservice domain with your Slack workspace.



  1. Install the Bot with a valid Freshservice API key. (steps to find your API key)




For Agents


  1. Once the Admin installs the Bot in the workspace, agents can install the Bot from their App directory.

  2. Click on Configure and enter the API Key to set up the ServiceBot in your Slack instance.


Mapping Slack Channels to Freshservice Agent Groups


Collaboration is inevitable in a work environment. But when agents need to collaborate, switching between Slack and Freshservice hinders their productivity to a great extent.


With the ServiceBot, you can map Freshservice groups to your internal Slack channels, enabling all agents within a team to stay on top of their group-wise ticket updates.



  1. Navigate to the homepage and click on the Settings option.



  1. Click on Connect to create a new group-channel mapping. An agent group can be mapped only to one Slack channel and vice versa.

  2. You can choose the priority of tickets that should be notified to a channel. For example, you can choose to notify the Change-team Slack channel with only the urgent priority tickets assigned to the Change Team on Freshservice. 

  3. Click on Disconnect to delete a Group-Channel mapping.


How can the ServiceBot help you?


  1. Ticket Creation: The ServiceBot lets you create tickets in multiple ways. You can quickly create incidents from message actions, using the Shortcuts [⚡] icon or from the search bar. 


You can create and assign tickets to agents directly from Slack.


  1. Home Tab:  Authorised Freshservice agents can see the 10 latest, open tickets assigned to them, giving them full visibility right from Slack. Agents can also choose to edit the ticket, add notes from the tab, and also invite team members to collaborate for tickets which were previously discussed in the channel. 




  1. Collaboration: Agents can collaborate and quickly resolve tickets, right within their Slack channels. Agents can use the Collaborate option to invite teammates on Slack to help them resolve tickets. Replies to tickets are added as private notes to the Freshservice ticket thread to preserve the conversation’s context. 





Note

  • The collaborate option is available for a ticket only after discussing it in slack. At least one notification for the ticket should be posted in slack to collaborate. 
  • Notes and replies from Freshservice to Slack is restricted to 250 characters currently.


  1. Quick Ticket Actions: The Bot allows agents to quickly update ticket properties and add notes using the edit ticket option. Agents can stay ahead of their SLAs by quickly replying to tickets right from their slack channels. 


Note: Notes from Freshservice to Slack are restricted to 250 characters currently.




  1. Notifications: Each and every ticket is associated with a separate thread in slack for easier tracking. Notifications are added in the respective channel’s thread as replies when ticket properties are updated from Slack as well as from Freshservice




You can paste a Freshservice ticket in the channel or the thread message pane to quickly post a ticket. The ticket will get unfurled with all the ticket information and options to edit the ticket.



Other Configuration Settings

Changing the Freshservice Domain

  1. Admins only have the privilege of changing the domain.

  2. In order to change the domain, go to the homepage and click the configuration option.

  3. Provide a valid domain and API key and click on the change domain option.

Bot Uninstallation 

The Bot will be uninstalled from the workspace if any one of the users uninstall / remove the Bot from slack. To uninstall the Bot from the workspace, follow the below steps 

  1. Navigate to the home tab and move to the about section.

  2. Click on the Settings.

  3. Find and click on Remove App present at the bottom.


FAQs

Why should customers choose the new app over the old app?


While the existing app can send you notifications for custom events, the newer app allows agents to perform quick ticket actions, sync team conversations back and forth and even show them a dashboard of their tickets, giving them a lot more control from Slack.

 

If the use case is to just push notifications based on specific custom events, then we’d recommend the existing app till parity. However, if users would like to have a lot more control inside Slack, then having the newer app lets them perform quick ticket actions, sync team conversations back and forth and even show their agents a dashboard of their tickets.


Can both apps exist simultaneously?

 

Yes. The two apps can exist in the same workspace but then, you’ll receive two different types of notifications for the same ticket. One on which you can perform actions and the other is just a notification. So, please recommend against it.

 

What’ll happen to the old app? 

 

We will continue to support the app for existing users for some time; we do not have an ETA at the moment. Users will be able to make changes to their configurations as well. However, all new users will be able to discover and install the new app only. All new features will be added to the new app. We’ll work on the deprecation plan and make sure to notify all existing users well in advance.

Can I get updates for both Incidents and Service requests in Slack?

Yes. Notifications for both incidents and service requests are sent to the Slack channel. You can reply and add notes for both incidents and service requests. However, you will only be able to create or edit incident requests from Slack. 


Can I customise what fields appear as part of the form when creating or updating an incident? 

No. As of now, the forms are not configurable. For incident creation, we show all mandatory fields that have been made mandatory in your Freshservice account. For updating an incident, we only support basic actions like changing agent, group, status and priority. 


Can I restrict what a Freshservice agent can do with a ticket on Slack?

Whatever restrictions, an agent in Freshservice, the same restrictions would apply. Agents will only be able to update tickets for which they have access in Freshservice. 


Is there a restriction to the number of team members with whom I can collaborate on Slack?

No, there is no limit to how many Slack members you can collaborate with on a ticket.


Can requesters create incidents via Slack?

No. Currently, we allow only agents to create tickets from DMs and group messages.


Can I set-up a parent-child relationship between tickets right within Slack?

No, it is not possible to create parent-child relationships within Slack.


What happens when a member on Slack who has collaborated on Freshservice tickets, is deactivated?

The contribution of the deactivated member to the conversation will still be available under his/her name


What happens when a Slack channel mapped to a Freshservice group gets archived?

You would still receive tickets to the archived channel if the channel is mapped to a Freshservice group that actively gets tickets on Freshservice. To stop receiving tickets on archived channels, you need to disconnect the mapping using the Freshservice app settings within Slack


Which Freshservice plan should I be on to be able to use the Slack app?

You can use the app on all plans


Will files and attachments get synced?

Files and attachments will not be synced along with the ticket replies and private notes


Can I get updates for Changes, Problems in Slack?

Right now, the Slack app notifications are supported only for Incidents and Service requests.