How to Integrate Microsoft Teams with Freshservice

Quick summary

Integrating Microsoft Teams with Freshservice lets IT teams receive real-time ServiceBot notifications and handle employee queries directly inside Teams. This step-by-step setup takes just minutes and enables automated responses, ticket updates, and channel-specific alerts without leaving Microsoft Teams.

Steps

1. Open your Freshservice account and click the gear icon to navigate to Admin.
2. Click ServiceBot for Microsoft Teams under the Channels section.
3. Click Install to begin the integration setup.
4. Select the features you want to enable with ServiceBot and click Install.
5. Click Accept to grant Freshworks access to your Microsoft Teams account.
6. Select the events for which you want agent notifications through ServiceBot and click Save and continue.
7. Select the teams and channels where you want to enable the Virtual Agent for auto-responses to employee queries, then click Save and continue.
8. Your ServiceBot is now active — Microsoft Teams has been successfully integrated with Freshservice.