This article lists out the number of out-of-the-box skills for Freshservice which the administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create an actionable ticket in their Service Management system.
Skills | Description | Permission | Top Phrases to Trigger the Skill | |
---|---|---|---|---|
1 | Create a ticket | To create a new ticket | Self service user | Create a new ticket in Freshservice, Create a new Freshservice incident. |
2 | View a ticket | To view a ticket with a ticket ID | Self service user | View a ticket in Freshservice, Show the ticket 5 from Freshservice. |
3 | View list of tickets | To view different categories of tickets | Analyst | Show me the list of Freshservice tickets, Could you show me the list of tickets from Freshservice?, List of Freshservice tickets please. |
4 | View open tickets | To view the tickets which are open | Analyst | Show me the open tickets from Freshservice, I would like to see the open tickets from Freshservice. |
5 | View spam tickets | To view the tickets which are marked as spam | Analyst | Show me the spam tickets from Freshservice, I would like to see the spam tickets from Freshservice. |
6 | View deleted tickets | To view the deleted tickets | Analyst | Show me the deleted tickets from Freshservice, I would like to see the deleted tickets from Freshservice. |
7 | Change the priority of the ticket | To change the priority of a ticket | Self service user | Change priority of a Freshservice ticket 5, I would like to change the priority of a Freshservice ticket. |
8 | Delete a ticket | To delete a particular ticket | Administrator | I would like to delete a ticket in Freshservice, Delete ticket 10 from Freshservice. |
9 | Add a note to a ticket | To add a worklog to a particular ticket | Analyst | Add a note to a Freshservice ticket, Add worklog to Freshservice ticket 2. |
10 | Create a change request | To create a change request | Self service user | Create Change Request in Freshservice, I would like to create a new change request in Freshservice. |
11 | View a change request | To view a change request by its ID | Self service user | View the change request 7, I would like to view a change request. |
12 | View list of change request | To view different categories of change requests | Analyst | View list of change requests. |
13 | View all change request | To view All the change requests | Analyst | View all change requests from Freshservice. |
14 | View open change request | To view the change requests which are open | Analyst | I would like to view the change requests which are open, View open change requests. |
15 | View deleted change request | To view the deleted change requests | Analyst | I would like to view the change requests which are deleted, View deleted change requests. |
16 | Update a change request | To update a change request | Analyst | Update the change request in Freshservice, Need to update the change request 7 in Freshservice. |
17 | Change the priority of the change request | To change the priority of a change request | Self service user | Change the priority of the change request 7, I would like to change the priority of a change request. |
18 | Change the impact of the change request | To change the impact of a change request | Self service user | Change the impact of the change request 7, I would like to change the impact of a change request |
19 | Change the status of the change request | To change the status of a change request | Analyst | Change the status of the change request 7, I would like to change the status of a change request |
20 | Delete a change request | To delete a particular change request | Administrator | I would like to delete a change request in Freshservice, Delete the change request 10 from Freshservice |
21 | Add a note to a change request | To add a worklog to a particular change request | Analyst | Add a note to change request in Freshservice, Add a worklog to the change request 2 in Freshservice. |
22 | Create a problem request | To create a problem request | Self service user | Create Problem Request in Freshservice, I would like to create a new problem request in Freshservice. |
23 | View a problem request | To view a problem request by its ID | Self service user | View the problem request 7, I would like to view a problem request |
24 | Update a problem request | To update a problem request | Analyst | Update the problem request in Freshservice, Need to update the problem request 7 in Freshservice. |
25 | Change the priority of the problem request | To change the priority of a problem request | Self service user | Change the priority of the problem request 7, I would like to change the priority of a problem request. |
26 | Change the impact of the problem request | To change the impact of a problem request | Self service user | Change the impact of the problem request 7, I would like to change the impact of a problem request. |
27 | Change the status of the problem request | To change the status of a problem request | Analyst | Change the status of the problem request 7, I would like to change the status of a problem request. |
28 | Delete a problem request | To delete a particular problem request | Administrator | I would like to delete a problem request in Freshservice, Delete the problem request 10 from Freshservice. |
29 | Add a note to a problem request | To add a worklog to a particular problem request | Analyst | Add a note to problem request in Freshservice, Add a worklog to the problem request 2 in Freshservice. |
30 | View list of problem requests | To view different categories of problem requests | Analyst | View list of problem requests in Freshservice. |
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