Open new channels to delight your employees- Announcing @mention Virtual Agent on Slack

The new normal has brought in new opportunities and new challenges. Technology plays an integral role in keeping your employees engaged in this new normal. It’s not enough to have any old technology but the right technology that drives engagement and helps your employees succeed in this digital workplace. Engaged teams are 17% more productive, show 24% to 59% less turnover and 21% greater profitability than the disengaged teams. While engaged teams are 17% more productive on one side, they also need to be empowered with the right technology and tools to help them succeed on the other side.

Your employees spend most of their productive day on collaboration platforms like Slack and MS Teams to communicate, collaborate and drive outcomes for your business. It is essential to provide the right tools and technology and support your employees need to help them thrive and be productive and achieve results.

With your employees working remotely, your IT teams are overwhelmed with issues being reported across all channels – like emails and support portals. Employees end up waiting for a long time before their service requests are picked up and assigned to an IT agent for help and support. Your organization may have a common IT support public channel on slack where your employees come in and post their questions and IT issues. But your IT agents have to constantly monitor this channel and respond to employee service requests in order to solve their issues and help them be productive.

Introducing the capability to @mention your Virtual Agent on Slack

Having your Freshservice Virtual Agent configured for use on Slack can help you respond quickly and in a timely fashion to your employee service requests. Refer to this article on How to configure your Virtual Agent on Slack. 

With on-demand help anywhere on slack, your employees can now @mention your Virtual Agent and get their queries resolved in personal messages and channels and get immediate responses and resolution.

Here is an overview of this capability:


You can empower your employees in 3 main ways to reach out for support to get their issues resolved on Slack without having to go to other channels like your support portal or emails thereby providing a unified experience to your employees.

1) Your Employees can ask for support for their issues on public support channels on Slack

Your employees can directly post their issue on the public support channel on slack and have the virtual agent respond with a relevant response that enables self-service resolution to employee issues.

Your  employee can then mark the issue as helpful thereby helping the Virtual Agent learn and improve its accuracy.

Empower your employees to raise ticket when suggestions are not helpful

If the solution article provided to help your employee in addressing the issue was not helpful, your employee can mark the conversation as not helpful and thereby raise a ticket from the slack channel itself to have an agent help resolve the issue.

If you have a form that’s not supported in slack, your employees can be redirected to the service portal to raise a ticket. Refer to this solution article to know more about form fields that are supported in slack.

2) Your Employees can ask for access to new tools that they need and get them 

Your employees can now type a natural language query and ask for access to new tools that they need. They can go to your organization’s common public slack channel and post their request.

Your employees can raise a ticket within Slack itself and need not ping your IT agents or go to the support portal or write emails to get access to new tools.

3) Your Employees can also get on demand support in public channels for their queries

Your employees can now @mention the Virtual Agent and post their queries around Finance, HR etc in common channels and get relevant responses that would solve their issues.

In the survey that was conducted partnering with Harvard Business Review Analytics Services, 82 % of survey respondents say that employees’ happiness on the job is significantly impacted by how well their workplace technology performs. And nearly as many (77%) warn that good employees will consider looking for a new job if their current employer doesn’t provide the tools, technology or information they need to do their job well.

Activate the capability and @mention your Virtual Agent on Slack and open up a new channel to delight your employees!

Watch this webinar to learn more and see a demo of 3 ways your employees can use Slack to reach out for support to get their service requests resolved and be productive.