Out-of-the-box Skills for Freshservice

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 or view tickets in their Service Management system.

Note

To import these skills into your bot, please contact support@serviceaide.com and request the IT Support Skills import file. They will send you zip file that is formatted with all these skills and attributes and can be imported into your bot from Bot/Skills by clicking the ... (more options) button. It is strongly suggested that you do this first on your Staging environment. Attributes cannot be deleted.

	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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