Employees are accustomed to the advantages of instant help and self-service as external consumers. They expect the same level of support when they contact the service desk for support.


Freshservice's Freddy AI Agent for Microsoft Teams (MS Teams) enables companies to give instant and round-the-clock support to their employees. Freddy AI Agent does not involve any extensive configuration or bot training. It delivers value right from day-one deflecting tickets for your agents.


Note:
(For Enterprise grid users) Freddy AI Agent currently offers a 1-to-1 mapping of MS Teams instance and Freshservice. You would be able to use Freddy AI Agent only on one workspace that is integrated with Freshservice. Multiple workspaces are currently not supported.

How to set up Freddy AI Agent within MS Teams?

Note: Users need to be an Admin on Freshservice and a Global Admin on MS Teams to set this up. To set it up successfully, you also need to login to the same MS Teams account you integrate with.

The Freddy AI Agent feature is facilitated by Servicebot app within MS Teams, and it is supported for both requesters and agents.

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.


Plan 

Features

Starter

Ticket updates, Ticket management

Growth

Everything in Starter +

Ticket collaboration, On-call management

Pro

Everything in Growth +

Project management

Enterprise

Everything in Pro +

Freddy AI Agent


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 effective use of Freddy AI Agent:

  • Freddy AI Agent: Manage channels on which you want Freddy AI Agent enabled for auto responses.

  • 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.


Pinning to the left navigation menu in Microsoft Teams


(As an Admin in MS Teams) To access Servicebot quickly, you can pin the Servicebot to the left navigation menu. See this article on how to add pinned apps to your Microsoft Teams instance.


Form compatibility with Freddy AI Agent


Note: Only forms that are simple enough to be rendered in MS Teams are supported. For other forms, users will be redirected to the self-service portal for filling the form.


Forms that are supported should fulfil the following conditions:

  1. Must have less than eight fields.

  2. Must have less than 100 choices across all dropdown fields.

  3. Must not have dependent fields, dynamic sections, or multi-select fields.

  4. For Incidents:

    1. Must not have business rules configured on an incident form.

    2. Associating assets is not supported.

  5. For Service Requests:

    1. Must not have dropdown fields that select options from a data source.

    2. Must not be a loaner item or have child items.

    3. Must not have attachments marked as mandatory.

    4. Adding attachments from MS Teams is not supported.