ServiceBot
Freshservice is a right-sized, intelligent, service management solution that extends digital capabilities and delivers exceptional employee productivity for modern enterprises that are looking to digitally transform their businesses. ServiceBot in Freshservice is a virtual agent that uses natural language processing and machine learning to understand end user queries and assists them by providing solutions and in raising service requests. Key features of ServiceBot include:• Conversational support - Users can now chat with ServiceBot to get assistance. ServiceBot uses Natural Language Processing (NLP) to understand user queries and provides users with relevant information.*
• Ticket deflection - Deflect L1 tickets by providing relevant knowledge base articles and relieve service desk agents from monotonous and repetitive tasks.*
• Project collaboration - Two-way sync to enable contextual conversations on your ongoing project tasks.
• One-click access - Users can use the Home tab to fetch, filter and track specific incidents and service requests.
• Instant updates - Freshservice groups can be mapped to Slack channels which are notified whenever a ticket is assigned to the group. Requesters also get notified whenever there's an update on their ticket.
• Faster approvals - Agents and Requesters are notified about service requests and change approvals assigned to them. They can take action on approvals within Slack!With ServiceBot, your internal support is fast, streamlined and offers the best employee experience. *Features available only in the Enterprise plan and are powered by generative AI.
*Please note that the AI generated responses may be inaccurate.Visit https://freshworks.com/freshservice to learn more.
• Ticket deflection - Deflect L1 tickets by providing relevant knowledge base articles and relieve service desk agents from monotonous and repetitive tasks.*
• Project collaboration - Two-way sync to enable contextual conversations on your ongoing project tasks.
• One-click access - Users can use the Home tab to fetch, filter and track specific incidents and service requests.
• Instant updates - Freshservice groups can be mapped to Slack channels which are notified whenever a ticket is assigned to the group. Requesters also get notified whenever there's an update on their ticket.
• Faster approvals - Agents and Requesters are notified about service requests and change approvals assigned to them. They can take action on approvals within Slack!With ServiceBot, your internal support is fast, streamlined and offers the best employee experience. *Features available only in the Enterprise plan and are powered by generative AI.
*Please note that the AI generated responses may be inaccurate.Visit https://freshworks.com/freshservice to learn more.
ServiceBot will be able to view:
ServiceBot will be able to do:
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General
Developer
Freshworks Inc
Company headquarters location
United States
Terms of service
Privacy & data governance
Data retention policy
The default retention setting for Customer Data is to keep everything for as long as the app is not uninstalled. As soon as the app is uninstalled, the data is deleted.
Data archiving and removal policy
We permit all customers, regardless of geographic location, to submit data deletion requests, as set forth in our Terms of Service (Link: https://www.freshworks.com/terms/supplemental-terms/) . Upon customer deletion, Freshworks deletes customer data from our production environments within 14 days of the account termination, and backups are deleted in 7 days.
Data storage policy
Customer Data is stored at multiple locations in our hosting provider’s data centers to ensure availability. Customer Data and our source code are automatically backed up nightly. The Operations team is alerted in case of a failure with this system.
Data center location(s)
United States, India, Australia, Germany
Data hosting details
Cloud Storage
Data hosting company
App/service has sub-processors
yes
Guidelines for sub-processors
App/service uses large language models (LLM)
yes
LLM model(s) used
Azure Open AI provisioned models
LLM retention settings
No retention outside Freshservice
LLM data tenancy policy
Multi-tenancy and virtual isolation of every account.
LLM data residency policy
Compliance via Azure Open AI
Certifications & compliance
SOC attestation
ISO/IEC-27001 certification
Privacy Shield notice
GDPR commitment
Data deletion request procedure
We enable data controllers to ensure information remains accurate, valid, and fit for purpose. Freshworks acts in the capacity of Data Processors providing SaaS products. Accordingly, it supports customers acting as Data Controllers to meet its obligations with regards to processing Subject Access Request (SAR). Product administrators have the ability to fulfill the subject’s right to rectify and other rights around data accuracy.
HIPAA compliant
no
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Date of latest pen test
2020-12-09
Executive summary is available to potential customers upon request
no
Supports Single Sign On (SSO) with the following providers
Okta, Google
Supports Security Assertion Markup Language (SAML)
yes
Has a dedicated security team
yes
Contact for security issues
security@freshworks.com
Has a vulnerability disclosure program
yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
yes
Has a bug bounty program
no
Requires third party authorization/connections
yes
Third party services used by this app
Uses token rotation
no