ServiceBot then displays an error message. Let's say, Nick tries to escalate an incident that's already resolved. This detail is also captured under the Activities for each incident. If Tom acknowledges the incident, Nick is intimated about the same. When an incident is associated with their group, Tom (brown icon on the left) and Nick (pink icon on the right) are notified by the SlackBot app under the Messages tab in their Slack instances. Say, Tom and Nick are Level 1 agents while Harry is a Level 2 agent. On-call agents will then be able to acknowledge, escalate, and resolve incidents directly from Slack. When incidents are assigned to an on-call agent group, agents in that group will receive notifications on the messages tab from the service bot installed on Slack.
Use the global search bot in Slack to search for Click connect to get started. Configure the time interval and frequency of notifications as per your requirements.įOR AGENTS Agents need to add ServiceBot to their official instance of SlackĪfter the Admin installs ServiceBot for Slack, agents must add the same to their official instance of Slack. Scroll down and select Slack from the dropdown menu wherever required. Slack, you’ll notice that the channel is ready for use. Step 3: Select Slack as a notification channel
Navigate to Admin > On-Call Management, and create an on-call schedule or update an existing schedule. Step 2: Navigate to the Notifications tab If you wish to activate/deactivate the ServiceBot, do it from the Apps section on the Admin page. The ServiceBot will then be ready for use. In the next screen, you will be asked to give permission to allow ServiceBot to access your official Slack instance. The process is broken down into two – for Admins and for Agents.įOR ADMINS Step 1: Install Freshservice ServiceBot for SlackĪs the Admin, if you haven’t installed Freshservice ServiceBot for Slack at the account level as yet, you will see a message prompting you to visit the marketplace and install it. On-call agents can receive notifications for incidents associated with their on-call group on Slack and even respond to them from within Slack.
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