✅ What is ServiceBot?


ServiceBot is a FreshService Add-in for Microsoft Teams that connects Keeley’s IT ticketing system (FreshService) with Teams. It allows you to:

  • Create new IT tickets
  • Check the status of existing tickets
  • Access knowledge base articles
  • Request services from the catalog

 

🔹 How to Access ServiceBot


  • Open Microsoft Teams
  • Look for the ServiceBot app pinned on the left sidebar.

        


  • If you don’t see it:
    • Click the three dots (…) on the left.
    • Search for ServiceBot and select it.
    • Right-click and choose Pin for quick access.

🔹 Basic Commands You Can Use

  • Help – Lists all available options.
  • Create ticket – Opens the FreshService portal to raise a ticket.
  • My ticket– Shows unresolved tickets requested by you.
    • Each ticket displays Status, Assigned to, and Requested Date.
    • Options include:
      • Reply – Send a response to the ticket.
      • More Details – Opens the ticket in your browser.
  • You can also ask ServiceBot questionsor request something directly.
    • If a Knowledge Base article exists, ServiceBot will provide it.
    • If the item is in the service catalog, it will show you.

🔹 Extra Tips

  • If you can’t find what you need, the Raise a ticket button is always available.
  • You can respond to IT emails, and they will automatically generate a ticket in FreshService.