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


TABLE OF CONTENTS


What is a suggestion?

The bot can reply in various ways based on the question asked. If the bot replies 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 with a list of tickets/approvals of the user; these are also NOT counted as suggestions. 


I am receiving an “Unable to reach app. Please try again” error when creating a ticket from a message in Microsoft Teams.

If you are receiving this error message, please ensure that the Servicebot is added to the channel you are trying to create the ticket. You can follow the steps below to add it to the channel.


1. Click on the three dots next to the team and click Manage team.

2. Open Apps and click More Apps

 

3. Click on the Servicebot app.

4. Click Add to a team and add the bot to the required team.

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
CategoryNo
CheckboxYes
Date Yes
ParagraphYes
ContentNo
Dependent dropdown
No
Number Yes
DecimalYes
Multi-select dropdownNo 
Data source dropdownNo 
Adding attachments (Files, images, etc.)No 
Bundles service itemsNo 
Attaching assetsNo 
Business ruleNo 


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