I should have clarified - which tenant the service bot creates a ticket in...

Hi Ammon, 

Have you managed to setup the Service Bot on both tennants? We can only setup on one!

No. That's probably the problem, if it's only available on one tenant.

Hey Ammon, this is a topic that other one of my customers has a challenge with too - single/multi-tenancy approach. Since they are a ServiceDesk within a global tenant they can’t leverage the Virtual Agent effectively. I’m going to reach out to your CSM, Indra, and see if we can add you to a high-touch program for Virtual Agent in order to better understand your use case and environment for future enhancement considerations.

Hi Casey,

I would be keen to have conversations around this too, to use FreshService across multiple tennants. 

Can I be included?

Has this topic moved on and is there any update on a way forward ?

The NHS England (NHSE) utilizes a multi-tenant architecture for its cloud services, specifically in the context of the Federated Data Platform. This means multiple NHS organizations (like hospitals or trusts) share the same underlying infrastructure and data services, each with their own secure and isolated environment. This approach enables data sharing and collaboration across the NHS while maintaining individual control over data. 

Freddy AI agent is dependant on Teams integration is there a roadmap to address how we can leverage the virtual agent rollout 

Hi ​@DonP, a member of our marketing team pinged me on this and happy to provide an update. I spoke with our Senior Director of Product Management this morning and support for multiple tenants of MS Teams (and Slack) with a single instance of Freshservice is still on the roadmap. While we’re looking for it later this year, we are unable to commit to any date today.