Benefits:
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Enhanced Filtering: Empower agents with predefined filters in the Service Bot (aka Freddy AI Agent) to view tickets due today or within any custom timeframe.
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Real-Time Dashboards: Create quick list views and dashboards for better ticket visibility.
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Improved Escalations: Enable users to escalate concerns directly via tickets, improving continuity and responsiveness.
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Optimized Agent Licensing: Make the most of occasional agent licenses by automating key tasks.
The Service Bot is a turnkey, self-service virtual agent available in Freshservice, integrated with MS Teams and Slack:
Use Case Example:
Use Scheduled Automations in Freshservice Workflow Automations to identify and act on tickets due today (or other intervals) using expression builders. These automations can run daily, ensuring proactive ticket management.
Scheduled Automation Setup:
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Trigger: Daily at 8 AM
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Condition: Hours Since Ticket Overdue = 1 day away
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Action: Set status to "Overdue in Next 24 Hours" (custom status)
This enables a new status filter in the Service Bot and dashboards, helping teams identify tickets at risk of SLA breach within 24 hours and prioritize accordingly.
Agent users can now quickly filter and view their urgent tickets using this status via the Service Bot.
- Add a custom status called “Deadline is today, still on time”
Servicebot Agent Experience to filter and list tickets assigned to them that will be overdue today.
Thanks for Reading.