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- 2 May 2018 13:48
Freshworks provides users with automated assistance via Freshservice integration with Workplace by Facebook
Sydney, 2 May 2018 – Freshworks, the leading provider of cloud-based business software, today announced an integration between its IT service desk product, Freshservice, and Workplace, Facebook’s enterprise collaboration platform.
The integration will automate previously manual tasks, simplifying the interaction between an employee and the helpdesk, via the use of a smart bot.
With the Freshservice integration, any user can report an IT issue, from within Workplace, by posting in a relevant ‘IT support’ group and tagging the Freshservice bot within Workplace — eliminating the need for remembering URLs for portals, completing forms, or raising tickets.
IT agents are automatically alerted to flagged issues and can respond via Workplace from within Freshservice. Users receive all updates on their issues as real time notifications in Workplace.
As one of the few approved developers for Workplace, Freshservice’s integration is a major step forward in bringing the IT service desk closer to users, helping to remove friction in service desk adoption. Team productivity will be boosted as the integration eliminates the time wasted switching between platforms. Both IT agent and customer are gaining a seamless experience, being able to communicate on issues without leaving their respective platforms.
Director of IT at Freshworks, Prakash Koshy, comments: “The key benefit of this integration is the automation offered to users, via the Freshservice bot. The bot automatically captures all issues raised in Workplace without having to open another window and leaving Workplace: this prevents them from going unnoticed and getting buried by other messages.
"Also, giving users the flexibility of reporting issues during the course of conversations helps increase awareness of the issues at ground zero, so IT agents can proactively investigate and nip issues in the bud. This helps the Freshservice team deliver better experiences to employees. The integration frees both parties up to be more productive and carry on with their work.”
This integration was born out of the Freshworks teams’ own personal experiences. The team use Workplace to communicate internally but found when it came to dealing with IT issues, tens of hours were being lost each week having to switch between the Freshservice and Workplace platforms. The integration solved this challenge and increased productivity.