ServiceBot is a channel on MS Teams and Slack, enabling multiple functions such as ticket collaboration, ticket updates, virtual agent support, and on-call management. Given its comprehensive suite of capabilities for the service desk, a centralized control system is essential. 


With our revamped admin experience, you can now effortlessly manage all aspects of ServiceBot from a single, intuitive interface. This unified admin pane streamlines the configuration and optimization process, allowing you to tailor ServiceBot's features to meet your organization’s unique requirements in one seamless operation.


What’s changing?


ServiceBot can now be managed from the Admin > Channels > ServiceBot for MS Teams /  Slack



How to setup ServiceBot?


  1. Navigate to Admin > ServiceBot for MS Teams under Channels. Click on Install. 

  1. Select the features you want to enable with ServiceBot.

Note: Features are subjected to availability based on your plans. 



Plan 

Features

Starter

Ticket updates, Ticket management

Growth

Everything in Starter+


Ticket collaboration, On call management

Pro

Everything in Growth+


Project management

Enterprise

Everything in Pro+


Virtual agent



  1. Authorize permissions by using your Microsoft admin credentials. (Note - You must be login to Freshservice with a Microsoft admin account)


  1. Select the events for which you want notifications for your agents through ServiceBot

  2. Only on Enterprise: Select the teams and channels on which you want to enable Virtual agent for auto-responses to employee queries



  1. 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.