Freshservice chatbot for IT Helpdesk

A basic FAQ bot explains how to submit a Freshservice ticket. Workativ's Freshservice chatbot creates the ticket automatically, assigns the correct category and impact, and, where possible, resolves the underlying issue such as unlocking an Azure AD account before automatically closing the ticket.

Employees describe their issue in Slack using natural language. The chatbot identifies the appropriate Freshservice service catalog item, creates or updates the ticket, and keeps employees informed with status updates in the same Slack conversation.

As a native Microsoft Teams app, employees can submit incidents and service requests, check asset or ticket details, and approve requests, while Workativ creates and synchronizes the corresponding Freshservice records automatically.

Workativ automates ticket creation and updates, service catalog requests, asset lookups, approval workflows, password resets, software and license requests, and new-hire onboarding tasks that span both Freshservice and connected identity platforms.

Workativ integrates Freshservice with Azure AD, Okta, Microsoft 365, SharePoint, Slack, Microsoft Teams, and more than 100 additional applications, enabling ticketing, asset management, and identity workflows from a single conversation.

With pre-built Freshservice API integrations and ready-made templates for common service requests, most organizations can deploy within 5–7 days using Workativ's no-code automation platform.

Requests outside the chatbot's automation scope are routed to the appropriate Freshservice support group with the correct priority, category, and complete conversation history attached, enabling agents to continue without asking employees to repeat information.

Freshservice's Freddy AI primarily operates within the Freshservice portal and the Freshworks ecosystem. Workativ extends the same conversational experience into Slack and Microsoft Teams while adding bidirectional automation across external platforms such as Azure AD and Okta, allowing employees to complete requests without leaving chat.

Yes. Workativ is SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant, with role-based access control, audit logging, MFA/SSO support, and permission boundaries that align with your existing Freshservice roles and workspace permissions.