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ServiceBot

Freshworks INC

Get all the critical updates from your service desk with ServiceBot

ServiceBot, Freshservice bot, at your service, gets all the critical ticket updates from your service desk within Microsoft Teams. Upon adding ServiceBot, the integration will perform the following actions:

  • Allow the use of built-in commands to fetch, filter and track specific incidents and service requests. This helps agents collaborate on a ticket and solve issues faster.
  • Send notifications when a ticket is assigned to an agent/group.
  • Send notifications when you receive a reply to a ticket, or when a note is added to a ticket that is assigned to you.
  • Allow an agent to perform quick actions on an assigned ticket like sending a reply, adding a private/public note, right from their Microsoft Teams account.

[/#LI] Allow approvers to quickly approve/reject a service request that is assigned to them.[/#LI]

Freshservice is a cloud-based IT service desk that is easy-to-set up, quick to learn, and is effective in automating your routine internal tasks. It helps your employees raise requests or seek assistance through a self-service portal and allows your IT team to quickly pick up those tickets and fulfill them on time. Freshservice can also be used by HR, legal, admin or facilities team to handle internal requests.

The integration helps IT agents collaborate better as a team. Imagine an incident being raised in an IT service desk. Once the ticket is assigned to an agent they can login to Microsoft Teams, fetch their ticket and work on it with help from fellow team members. This way all team members are aware of who is working on which ticket and also can contribute their suggestions and feedback thereby making team collaboration more effective. This also helps in being more productive and helps in resolving tickets faster.

In order to use the ServiceBot, users must have an active Freshservice account. Please contact your IT administrator for more details.

Please make sure that you have completed the Microsoft Teams setup in Freshservice via the Freshservice app gallery. Post which, proceed to install the ServiceBot in Teams.

Add-in capabilities
When this add-in is used, it
  • Can send data over the Internet
  • This add-in can access personal information on the active message, such as phone numbers, postal addresses, or URLs. The add-in may send this data to a third-party service. Other items in your mailbox can’t be read or modified.
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    https://az158878.vo.msecnd.net/marketing/Partner_21474847777/Product_42949683637/Asset_51420291-293a-47b3-8b55-623542d96565/noteinfo.png
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