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Solution home How to Setup Apps and Integrations Extending Freshservice with Integrations

Freshservice integration with Servicebot for Google Chat

Modified on: Thu, 15 Oct, 2026 at 12:26 PM

Servicebot for Google Chat brings Freshservice self-service, powered by AI agents, directly into your team’s Google Chat workspace.


Overview

The Servicebot for Google Chat integration bridges the gap between your organization's conversational workspace and Freshservice. By implementing this integration, IT operations teams can deliver immediate, smart conversational assistance directly inside Google Chat.This enables employees to search knowledge bases, track outstanding ticket updates, and order from the service catalog without the need to switch between various windows.

The Servicebot can be powered by either of the following:

  • Account-based AI agents: Agents configured within your Freshservice account.

  • Studio agents: Agents built and managed in Freddy AI Agent Studio, which you can connect to the Servicebot to handle custom conversational workflows.

  • To use Studio agents, ensure that you have access to Freddy AI Agent Studio and that at least one agent is published.

Prerequisites

Make sure the following requirements are met before the installation:


  • Ensure you have an active Google Workspace account with Google Chat services turned on.

  • Ensure you have Administrator permissions within Freshservice.

Key benefits

The following table summarizes the core capabilities of the integration and the value each one delivers.


Core feature

Business and operational value

 

Automated workflows

Improves employee self-service capabilities and streamlines automated service order pipelines directly inside active chat rooms.

Freddy AI Agent

Automates conversational, context-aware answers leveraging Generative AI powered Natural Language Processing (NLP) to naturally address complex queries. Works with both account-based agents and Studio agents.

Support

Empowers end-users to check live system configurations, open incidents, and view real-time updates at any time.

Bi-directional data sync

Maintains end-to-end data integrity as active conversational ticket items instantly synchronize with your primary IT backend.


Install the app

To install the app, follow these steps:

  1. Log in to your Freshservice account.

  2. Go to Admin > Channels, and select Servicebot for Google Chat.

  1. Click Install.

  2. Then, select a relevant Google account, and click Continue.

  3. Review and allow the data handling requirements to complete the app authorization.

  1. In the Manage Settings slider, customize default ticket parameters, specify automated agent reply alerts, and save settings to finalize installation.

Note: If required, you can mandate business rules for forms.

Test the app

Before deploying the integration live to your entire user base, it is highly recommended to validate configuration properties within an isolated space.

  1. On the configuration page, click Start testing.

  1. In the Test with specific users slider, add relevant users in the Select users field.

  2. Enter a relevant Space name under Create a private Google Chat space.

  3. Click Launch now.

Note: The testing phase for this integration begins here.

  1. After testing is completed, you can Launch to everyone to enable it organization-wide.

Use Servicebot in Google Chat

Employees can interact with the Servicebot, whether it is powered by an account-based agent or a Studio agent, using natural conversational phrases.

AI-driven troubleshooting

Employees can interact with the AI Agent using natural conversational phrases to get help from internal knowledge bases:

  • Initiate a prompt with a greeting like "Hello".

  • Submit a query. For example: VPN issue.

  • The AI Agent scans the internal knowledge base instantly providing inline instructions.

  • Requesters can select the source (for example, Steps to resolve VPN issues) to view technical runbooks directly.

Request IT assets (Service Catalog)

Users can request assets directly from the chat application interface without having to visit an external site:

  • Request a service or asset (for example, Need an apple imac). Then, Place Request.

  • Confirm requester profiles and click Confirm.

Check ticket statuses

Requesters can seamlessly maintain a clear picture of their open service interactions:

  • For example, just enter Show my tickets. The service bot generates a complete matching record summary.