Mapping Slack Channels to Freshservice Agent Groups

Collaboration is inevitable in a work environment. But when agents need to collaborate, switching between Slack and Freshservice hinders their productivity to a great extent.

With the ServiceBot, you can map Freshservice groups to your internal Slack channels, enabling all agents within a team to stay on top of their group-wise ticket updates.

1. Navigate to the homepage and click on the Settings option.

2. Click on Connect to create a new group-channel mapping. An agent group can be mapped only to one Slack channel and vice versa.

3. You can choose the priority of tickets that should be notified to a channel. For example, you can choose to notify the Change-team Slack channel with only the urgent priority tickets assigned to the Change Team on Freshservice. 

4. Click on Disconnect to delete a Group-Channel mapping.