How to install and Use the Teams Service Bot

Meet the Service Bot in Teams: Your Ticket Management Companion

We are pleased to introduce our new Service Bot integrated into Microsoft Teams, designed to streamline and simplify your interactions with the Freshservice Help Desk. This bot has been developed to enhance your experience with ticket management, making it more convenient and accessible than ever before.

Key Features:

Real-time Ticket Updates: The Service Bot will relay information about any tickets opened for you or by you in the Freshservice Help Desk. You'll receive real-time notifications in Teams, ensuring you stay informed about the status of your requests.
Interactive Ticket Management: You can now interact with your tickets directly through Microsoft Teams. No need to navigate through the Freshservice web portal or send emails back and forth. The bot allows you to perform various actions on your tickets seamlessly.
Effortless Communication: Respond to ticket updates, provide additional information, or ask questions to the support team—all within the familiar Teams interface.

How to Get Started:

Getting started with the Service Bot is quick and easy:

Open Microsoft Teams: If you're not already using Teams, you can add the Service Bot by following the steps below.
Add the Service Bot:
- Search for "Service Bot" Or 'Freshworks Servicebot" in the Teams Application search bar.

It looks like this in Teams:

Add the Service Bot to your contacts.

Authorize Access: Follow the prompts to authorize access to your Freshservice Help Desk account.

Start Managing Tickets: Once connected, you can start managing your IT support tickets right from Teams.

Additional Feature:

As a handy tip, you can enter the word "help" within the chat with the Service Bot to discover a list of available features and commands. This can be a useful reference as you explore the capabilities of the Service Bot.

Benefits:

Increased Efficiency: Manage your IT support tickets conveniently within Teams, saving time and effort.
Immediate Updates: Stay in the loop with real-time notifications for ticket status changes.
Streamlined Communication: Communicate with the support team effortlessly in a familiar environment.

We believe this integration will greatly enhance your experience with our IT support services and provide you with more control over your tickets. If you have any questions or encounter any issues while using the Service Bot, please don't hesitate to reach out to our IT support team.

We look forward to your feedback as we continue to enhance and refine this feature to better serve your needs. Thank you for your continued support and collaboration.

Attached you will find a video on how to find and use the service Bot. Keep in mind that you can still log in to Support.spcc.edu, email support@spcc.edu or Call the help desk for assistance.