Collaboration apps play an integral role in fostering a streamlined platform for teams to work together. Freshservice introduces the MicrosoftTeams integration, making ticket resolution faster than ever before by bringing your tickets’ context right within your collaboration platform. The integration also simplifies the service-request approval process by enabling one-click approvals.
The MS Teams integration comes with our Freshservice Bot a.k.a the ServiceBot which can push notifications to MS Teams about new tickets to agents/groups. or can also be used to update or respond to the tickets. With streamlined updates about tickets being piped into Microsoft Teams, agents can collaborate and respond to tickets faster without having to toggle between windows.
How Can You Set Up the Integration?
Navigate to Admin > ServiceBot for MS Teams under Channels. Click on Install.
Select the features you want to enable with ServiceBot.
Note: Features are subjected to availability based on your plans.
Authorize permissions by using your Microsoft admin credentials. (Note - You must be login to Freshservice with a Microsoft admin account)
Select the events for which you want notifications for your agents through ServiceBot
Only on Enterprise: Select the teams and channels on which you want to enable Virtual agent for auto-responses to employee queries
Your ServiceBot will now be good to go. You can continue to manage configurations for all ServiceBot features from the admin page.
Additional configurations you can manage for ServiceBot features:
Virtual agent: Manage channels on which you want Virtual agent enabled for auto responses.
Collaboration: Allow agents to create channels when they want to initiate a collaboration on a ticket within MS teams
On call management: Manage your on-call schedules.
Other configurations you can manage:
Customize your Bot: You can customize the Bot logo, name, and much more according to your organization’s needs. Pin the bot for ease of access.
Integrate your knowledge repositories: Integrate with SharePoint to help Virtual agent reference information from SharePoint to respond to employees’ queries.
ServiceBot notifications: Use the settings icon to manage ServiceBot notifications.
You can now start a conversation with the Bot (Type @servicebot Help to know what commands can be used).
Head’s up!
The email address used with your Microsoft Teams profile and with Freshservice should be the same.
Users in Microsoft Teams can interact with the ServiceBot only if they are activated users in Freshservice.
Approvers for Service Requests on Microsoft Teams needn’t be agents in Freshservice.
Bot Commands
In Teams
The following Bot commands can be used with an @mention to the ServiceBot.
Fetch Tickets
This command is used to fetch tickets into the chat panels. The Fetch command can be:
Filter tickets- Filter tickets are assigned to this group based on priority and status fields.
My tickets- View the tickets assigned to you in this group.
Group tickets- View the tickets assigned to the group.
Ticket ID:
You can view a particular ticket by using its ticket ID as a command. For example, use “INC-123” to view the ticket with ID 123.
Associate:
If you want to associate a team with a Freshservice group, use the “@ServiceBot associate” command. Now select the Freshservice group to be associated, from the drop-down menu and click Submit.
Please make sure that the user trying to associate the Freshservice Group to the corresponding Team in Microsoft Team is an agent in the respective Freshservice Group.
Reassociate:
If you want to dissociate the current team from a Freshservice agent group and associate it with another Freshservice agent group, use the “@ServiceBot Reassociate” command. Now choose the agent group with which you want to reassociate the team.
Dissociate:
If you want to dissociate the current team from a Freshservice agent group, use the “@ServiceBot dissociate” command.
Help:
Use the Help command to view the list of commands the Bot can work with.
In the Team's scope, if a Ticket is assigned to a Group and not to an agent, those notifications will come into the associated Team in your MS Teams tenant. This currently works for only Incident. However, it doesn't restrict you to pull context of a Service Request in the Team scope using the above commands. the
In Individual Scope
Fetch Tickets:
This command is used to fetch tickets into your chat. The Fetch command can be:
Filter tickets- Filter tickets are assigned to you based on priority and status fields.
My tickets- View the tickets assigned to you.
Ticket ID:
You can view a particular ticket by using its ticket ID as a command. For example, use “INC-123” to view the ticket with ID 123.
Help:
Use the Help command to view the list of commands the Bot can work with.
Ticket Actions
Reply: The agents can reply to the ticket right from the Microsoft Teams window by clicking on the Reply option. Once you reply, It will be added to the ticket thread on your bot window.
Approve: If you’re an approver for a particular service request, the ticket pushed by the Bot will have an approve option in your direct messages. Click on this option and add remarks to approve the service request.
Reject: If you’re an approver for a particular service request, the ticket pushed by the Bot will have a reject option in your direct messages. Click on this option and add remarks to reject the service request.
Add Note: You can add a private or public note to the ticket using this option.
View More: This option opens your ticket in your Freshservice account.
Assign to agent: All incidents assigned to a particular Agent group will be updated in the associated team’s scope. Anyone in the team can assign the ticket to an agent using the Assign to Agent option.
Bot updates
The Bot will notify the assigned agent in his direct messages with ticket updates when,
Notes are added to a ticket
Any replies to tickets
Status and Priority changes
All the above updates will be pushed in the group whenever a ticket is not assigned to an agent but is assigned to the group.
Note: Assigning tickets to yourself, updating, and replying to your own tickets will not be notified by the FS Bot.
Head’s up!
If you’re facing the following error, “You do not have permission to perform this action” with the integration, try the following steps to troubleshoot.
Uninstall the bot on the Microsoft teams in the team's scope and the personal scope.
To uninstall from the Team’s scope:Navigate to Teams and select the Team where the ServiceBot is installed.
Click on
right next to the Team’s name. Click on the Apps Tab and uninstall the ServiceBot here.
To uninstall from Personal scope:
Click on
from the Sidebar.Go to Apps.
Right-click on ServiceBot and Click Uninstall.
2. Install the Microsoft Team app within Freshservice first.
3. Once you have installed the app on Freshservice, re-install the ServiceBot in Microsoft teams.
