Hello everyone!
Welcome to the first episode of "Appsolutely Connected With Freshservice" – your ultimate guide to top apps that can supercharge your service desk efficiency. 
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Today, we're diving headfirst into the exciting world of Freshservice + Microsoft Teams integration. Get ready to discover how this duo can take your service desk to the next level!
The challenge
In the digital age, employees expect instant help and self-service options, just like in their consumer lives. From online shopping to virtual assistants like Siri or Alexa, they've come to demand a seamless experience.This shift in consumer expectations has significantly influenced their demands regarding IT support within the workplace. They want the same instant assistance and self-service capabilities, and traditional IT service desks may not always meet these expectations.
Modern problems require modern solutions
Organizations are embracing chatbots and AI-powered Virtual Agents to meet employees' high expectations for IT support.
Introducing conversational, zero-touch IT support with Freshservice + Microsoft Teams! Create a win-win situation for both your employees and IT agents with our Generative AI-powered self-service. Meet evolving expectations, improve IT support, and boost workplace efficiency and productivity.
How does this integration work?
With this integration, you can enable 24/7 conversational support, collaborative resolution, and instant notifications for your service operations. This integration has two components, one is ServiceBot which is our foundational bot that plugs your Freshservice information into Microsoft Teams 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 Microsoft Teams.
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.
Who is this integration for?
- For end-users/employees: Get 24/7 instant responses and quick, agentless resolution with self-help articles and service item suggestions.
- For agents: Get work done on the go with ticket handling, receive ticket lifecycle updates, and one-click approvals, and enable streamlined collaboration across agent groups.
- For admins: A no-code ready-to-use AI solution to seamlessly integrate Freshservice’s service catalog and knowledge base, freeing up agents’ time to focus on high-value work.
What can you achieve with this integration?
- Enable instant, conversational support and improve ticket deflection with Freddy AI-powered Virtual Agent.
- Instantly resolve where work happens by enabling service desk context within Microsoft Teams.
- Minimize the impact of service disruption by getting the right on-call agent to quickly act on major incidents.
- Enable a scalable, evolving experience on Microsoft Teams with a no-code setup and in-depth analytics.
Fun Fact: Did you know that organizations achieve a whopping 46% ticket deflection with AI-powered Virtual Agents? Learn More.
Key benefits of this integration:
- Instant support: Empower employees with 24/7 chat support on Microsoft Teams by integrating with your knowledge base and service catalog for instant responses.
- Improved self-service: Guide employees through self-service options, allowing them to resolve common problems on their own, further reducing dependency on the IT teams.
- Reduced agent workload: Free up IT agents to focus on more complex issues and strategic initiatives and let Virtual Agents take over to manage routine, repetitive tasks and handle high-volume queries.
- Frictionless, humanized conversations: Elevate service experience with actionable, two-way dialogue to support employee issues - in the employee’s language of choice using Generative AI solutions.
Your next favorite app is just a click away. Get the app now to transform your IT support and elevate employee experiences.
Looking for more resources to get started on your integration journey? We’ve got you covered. Learn how you can reinvent the workplace experience with ServiceBot and its Generative AI-powered Virtual Agent on Microsoft Teams.
#FreshserviceApps #MicrosoftTeamsIntegration #AppsolutelyConnectedWithFreshservice
PS: Are you a Slack user? No worries! See how you can use ServiceBot on Slack.
Cheers,
Radhika Narayanan
Freshservice Team