If you are still using the Slack (legacy) or Servicebot (legacy) apps, we highly recommend you to migrate to the new and updated slack integration for Freshservice. The legacy apps are not being maintained now and any bugs (including critical issues) reported after 31st December 2021 will not be supported or fixed.

We are extremely excited to invite you to try and use ServiceBot for Slack  to provide a best in class experience to your agents and requesters: 


Benefits of the integration


With ServiceBot for Slack, it’s not merely about raising tickets or getting alerts on Slack. You can do much more with the below features*:


  1. Get Conversational Support - Users can now chat with Servicebot to get assistance. Servicebot uses Natural Language Processing (NLP) to understand user queries and provides users with relevant information.

  2. Deflect Tickets - Deflect L1 tickets by providing relevant knowledge base articles and relieving service desk agents from monotonous and repetitive tasks.

  3. Provide Instant Updates– Map your Freshservice groups to your slack channels and provide instant updates around ticket assignments to your agents and the status of the tickets to your requesters. 

  4. Provide Faster Approvals -Agents and Requesters are notified about service requests and change approvals assigned to them. They can take action on approvals within Slack! 


* features supported vary based on your existing Freshservice plan


For pushing custom notifications to your slack channels from the workflow automator, you can use the new Slack Orchestration app which provides this feature, and much more. 


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 customize 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.


To learn more about the installation steps and usage, visit the installation guide