Freshservice Virtual Agent empowers enterprises to provide a best-in-class digital experience to their employees with an intelligent and predictive conversational AI solution.


Benefits of using Virtual Agent


  • Ticket Deflection through solution articles - Virtual Agent understands user queries using machine learning and looks for a solution article from your knowledge base to resolve the issue. This resolves a majority of the commonly asked questions. 


  • Resolution through Service Request Fulfilment - You can request a service item from the service catalog by simply sending a message to Virtual Agent (example: @Servicebot). The bot will look for the service item based on the keywords in your message and will help you raise a request. By connecting Virtual Agent with our Orchestration capabilities, you can instantly fulfill requests such as password reset, adding employees to email distribution lists, granting access to software tools, etc.


  • All your tickets in a single view - Home tab of the slack app lets the requesters view tickets requested by them. For agents, the tab shows the tickets that are assigned to them and are in an open state.


  • Quick Actions - You can reply to a ticket, add a private note, and update the properties of a ticket from Slack. 


  • Instant approvals - You can instantly approve or reject requests that are assigned to you. 


  • Reports on Bot Performance - With an out-of-the-box report on virtual agent performance, you can get instant access to performance insights, which will help you improve your employee experience by optimizing your knowledge base and service catalog for better results. 


Making the most out of ServiceBot - A guide


For Requesters


Getting started with Virtual Agent


For you to use Virtual Agent, your admin should install the bot as part of your organization’s Slack account. Once the bot is installed, search for "Servicebot" from the Slack global search bar to get started.



Troubleshooting with Virtual Agent


If you’re having an issue or would like some help, you can message @Servicebot from Slack. If the answer to your question is available in the form of a solution article, ServiceBot will display it on the chat window. 


Let’s take an example where you would like to know about the insurance benefits offered by your organization. Once you type the question “What are my insurance benefits?” mentioning ServiceBot, ServiceBot will show you the list of articles from the knowledge base that matches your query. 


You can click on the Read more button to read the solution article as you can see in the example below. 



In some instances, ServiceBot will also show snippets of text from a solution article that will offer you instant value. 



If you got the answer, you can click on the thumbs up icon to let ServiceBot know that it has done a good job. 


If not, you can mark the thumbs down icon, which will prompt you to raise a ticket with your IT team. 



Requesting for a service item


You can also request a service item by messaging @ServiceBot from Slack. ServiceBot is designed to understand your message and pick the right service item from your organization’s service catalog. You can request for the service item directly from Slack. 


Note: If you're an admin, you can enable orchestration capabilities for your account to instantly fulfill service requests such as provisioning access to CRM, Github, Zoom Pro account, or a Figma license. Click here to know more about Orchestration.


If ServiceBot is unable to find the item that you’re looking for, it will present you with an option to raise a ticket. 



Approvals via ServiceBot


In order to see a list of items awaiting your approval, click on ServiceBot and then click on Approvals from the Home tab. 


You’ll now see the list of service requests awaiting your approval. You can approve or reject those requests with a single click. Please note that you can approve a request without adding a comment, whereas adding a comment is mandatory when you’re rejecting a request. 



Your action on the service request will be communicated to the requester. 


Note: Approvals are available for both requesters and agents


For Agents


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.



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

3. 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. 

4. 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.


2. Home Tab:  Authorised Freshservice agents can see the open tickets assigned to them, giving them full visibility right from Slack. Agents can also choose to edit the ticket properties and add notes from the tab.


3. Collaboration: Agents can collaborate and quickly resolve tickets, right within their Slack channels. Replies to tickets are added as private notes to the Freshservice ticket thread to preserve the conversation’s context.




Note: Notes and replies from Freshservice to Slack is restricted to 250 characters currently.


4. 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.



5. 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.