We have captured some of the common queries related to Freshservice integration with Slack pertaining to Plan availability, integration configuration & troubleshooting. You can look into the list of questions below and click to find answers:


TABLE OF CONTENTS

Servicebot isn't responding in the message tab

Check whether the virtual agent is activated in the slack settings by going to admin -> virtual agent -> Click on the gear icon next to Slack



What is a suggestion?

Bot can reply in a wide variety of ways based on the question asked. If the bot replies back with solution articles or service items or an option to raise a ticket for the customer, it is counted as one suggestion. One suggestion can contain one/more articles/items.

How are the suggestions calculated? What if I pay for an annual subscription?

On the enterprise plan, customers get 2000 suggestions per month. If you buy an annual subscription, you will get 24000 suggestions which you can utilize within any number of months. Suggestions expire after the end of the billing cycle (i.e they are not carried forward).

What is NOT counted as a suggestion?

Small talk such as "hi, hello, thank you ", are not counted as suggestions. The bot can also reply back with a list of tickets/approvals of the user, these are also NOT counted as suggestions. 

Slack Servicebot home page is showing an access denied error


For the Servicebot to recognize a user, it uses the primary email address of the user in Freshservice and matches it with the email address of the user in slack. If the emails don’t match, the Servicebot will throw an error. Additionally, you should check for the following:

  • User must be active inside Freshservice (must have logged in at least once)
  • User must not be deleted in Freshservice


If the user is a requester in Freshservice, then

  • Account shouldn’t have the “MSP mode” turned on
  • Account must be on the enterprise plan of Freshservice


Requesters can interact with servicebot only on the “Enterprise” plan of Freshservice. 


Servicebot shows a “Continue to portal” button for incident and service request forms


Since slack supports only some UI controls, we only render the forms inside slack that are supported by the platforms. For forms that are not supported, we redirect the user to continue submitting their request from the self-service portal. Servicebot will render a form inside slack if it fulfills the following requirements:

  1. Must have less than 8 fields

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

  3. Must not have dynamic sections and dependent fields (default category field is rendered for Incident forms if marked mandatory)

  4. For Incidents:

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

    2. Only Mandatory fields are rendered

  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

  6. Associating assets and adding attachments from Slack is not supported


Complete list of Form fields supported in slack 

Type of Form Fields 
Availability 
RequesterYes
SubjectYes
Text 
Yes
ImpactYes
Status Yes
Department Yes
Priority Yes
SourceYes
DescriptionYes
UrgencyYes
DropdownYes
GroupYes
AgentYes
CategoryYes
CheckboxYes
Date Yes
ParagraphYes
ContentNo
Dependent dropdown
Yes
Number Yes
DecimalYes
Multi-select dropdownNo 
Data source dropdownNo 
Adding attachments (Files, images, etc.)No 
Bundles service itemsNo 
Attaching assetsNo 
Business ruleNo 



Servicebot configuration page doesn’t show checkboxes for notifications




Servicebot functionality differs based on your plan. The ability to send notifications to requesters and approvers is only present on the “Enterprise” plan. You can read more below about how servicebot works in plans other than Enterprise:


Features available on all plans

Features available only on the enterprise plan