FreshService: Ticket Management Using Microsoft Teams (ServiceBot)
HPG IT has enabled integration between Microsoft Teams and the Help Desk. This service has become generally available to employees as of 5 April 2023.
The integration of Micrsoft Teams and the Help Desk enables employees to manage, reply to, and request IT help tickets. This guide will introduce the ServiceBot.
Getting Started
If you have submitted a help desk request since the creation of the article, it is likely that the FreshService ServiceBot has already been notifying you about tickets you have created. ServiceBot will automatically link ticket submissions to your Microsoft Teams. You will see ServiceBot in your Chat History.
If you don't see ServiceBot if you can create a new Chat
In the To: field, type and add ServiceBot
When you click into the Chat box, you will see Suggestions from ServiceBot that will guide your through main methods of interacting with ServiceBot. Clicking on one of these will provide some basic guidance.
View Your Ticket Requests
If you type or click on "my tickets", ServiceBot will ask you if you want to view Assigned or Requested tickets.
Click on Requested by me.
ServiceBot will response with one or more cards showing you some basic details about tickets you have submitted
If you don't have any open requests, you will see the below message:
Replying to a Ticket
When a ticket is updated, ServieBot will notify you. You can also reply to tickets by clicking Reply to ticket on the ServiceBot card for the specific ticket.
After clicking reply, the Recent conversations window opens. You will see up to 5 of the previous conversations on the ticket. In the conversation box, you can enter your reply and then click submit.
Note: You will not be able to reply with images.
Click Cancel to close the Conversation window.
How to Submit a New Request
In ServiceBot's chat box Type: "Create a new ticket."
ServiceBot will respond with:
Click Raise a ticket and the new request form will open in Teams.
Fill out the form completely. Provide a summarized description of the issue in the Subject line, and in the description, provide a detailed description of the problem you are having. When you have completed the form, click Submit
Close the submission message
You will see a new notification in ServiceBot's chat history showing succesful submission.
Note: You will not be able to attach images or documents through teams. After submitting the ticket, click on the ticket ID to open the request in a browser where you can reply to and attach images/documents.
Q and A
Q: Can I disable ServiceBot?
A: No, but you can mute ServiceBot. To mute ServiceBot, go to the conversation thread and click the ... (more options) menu, select Mute
