Hello everyone!
Welcome back to the second edition of “Appsolutely Connected with Freshservice” – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼
I am Sumithra Gopalakrishnan from the Freshservice product marketing team. I work with the integrations team to train the spotlight on the apps and integrations that will give your service desk a definite boost. I love checklists, so get ready to see some exciting lists coming your way on how to get the most out of the Freshservice integrations. (Say hello if you are a checklist geek too!)
Today, we will see how the Freshservice integration with Slack helps enterprise service teams and employees! 🤝🌟
💡Get the most out of Slack
For most modern organization, Slack is the collaborative hub where work happens. But employees often have to move out of their workspace to a different platform to raise requests, report issues or ask for assistance. And agents have to toggle between tools to stay on top of their workload.
The Freshservice + Slack integration offers IT agents and employees the convenience of asking for and receiving support from right within their Slack workspace.
Agents can get instant updates regarding tickets, take quick actions, collaborate with multiple stakeholders, and deflect L1 tickets with ease.
Employees can receive conversational support around the clock, check status of their tickets, and raise tickets from within Slack
The Servicebot for Slack is designed to raise the productivity and efficiency levels of the overall oragnization.
🤖How does this integration work?
The integration sits right within your slack workspace and has two components. One is the ServiceBot which is our foundational bot that plugs your Freshservice information into Slack for contextual collaboration. The second is Virtual Agent, which is the Generative AI-powered conversational support capability, powered by our Freddy AI engine.
ServiceBot empowers agents to automatically:
- Get instant notifications for tickets assigned to them.
- Stay informed with notifications throughout the entire ticket lifecycle.
- Add notes and replies to tickets, and update ticket properties.
- Create incidents directly from Slack.
- Manage ticket approvals from Slack
Freddy-AI-powered Virtual Agent allows end-users/employees to:
- Enjoy all the benefits of ServiceBot.
- Access 24/7 AI-powered conversational support, receiving help based on their queries and needs.
🌟 What can you achieve with this integration?
- Instant and conversational support
Empower employees with 24/7 chat support on Slack by integrating with your knowledge base and service catalog for instant responses. Provide actionable two-way dialogue to support employee issues - in the employee’s language of choice using Generative AI solutions. - Improved self-service
Guide employees through self-service options, allowing them to resolve common problems on their own, further reducing dependency on the IT or other business teams. - Enhance agent productivity
Allow agents to monitor ticket status, add responses, manage approvals, and collaborate with all stakeholders through the ServiceBot. And the ServiceBot helps with deflecting repeat L1 tickets thereby freeing up agent’s time to focus on priority tasks - Stay on top of issues
Make sure your service delivery teams are notfiied of high priority issues and ticket updates in real time by configuring ticket alerts to the channel of your choice on Slack. Map Freshservice groups to Slack channels to get notifications whenever a ticket is assigned to the group. Agents and requesters will get notified whenever there's an update on their ticket
Adding ServiceBot for your Slack workspace is just a click away. Get the app now to transform your IT and business support.
Looking for more resources to get started on your integration journey? Here’s a handy installation and setup guide and here’s the ServiceBot for Slack refresher.
Want to explore what other integrations can help your team? Explore the Freshservice marketplace for more options.
#FreshserviceApps #SlackIntegration #AppsolutelyConnectedWithFreshservice
PS: Are you a MS Teams user? No worries! See how you can use ServiceBot on MS Teams.
