Installing Skype for Business app will enable the IT teams to resolve tickets much faster by initiating conversations with the requesters. The integration will enable the following:
- Allows agents to communicate with requesters quickly and efficiently.
- IM, audio, and video sessions can be made from within a Freshservice ticket, providing instant remote support.
- IM conversations can be saved as ticket notes, allowing contextual information to remain accessible within the ticket.
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Please click on the link below so you can be redirected to the solution article with detailed information on the installation process.
https://support.freshservice.com/support/solutions/articles/228350-freshservice-and-skype-for-business-online-integration