Employees are accustomed to the advantages of instant help and self-service as external consumers. They expect the same level of support when they contact the IT service desk for support.

Freshservice's Virtual Agent on Microsoft Teams enables companies to give instant and round-the-clock support to their employees. Virtual Agent does not involve any extensive configuration or bot training. It delivers value right from Day 1 deflecting tickets for your agents.

How to set-up Virtual Agent within Microsoft Teams?

Virtual Agent functionality is is facilitated by Servicebot app within Microsoft Teams and is supported for both requesters and agents.

Please navigate to Admin -> Virtual Agent under Powered by Freddy section in your Freshservice instance.

If you have already connected your Microsoft Teams instance with Freshservice, you can enable Virtual Agent directly by choosing to Get started with Microsoft Teams.

If you're configuring the set-up for the first time, please choose Connect Microsoft Teams under Let's get started. 

Authorize using your Teams account and configure notifications for agents and requesters.

Pinning Servicebot to left navigation bar in Microsoft Teams:

To access Servicebot quickly, as an Admin in Microsoft Teams, you can pin ServiceBot to the left navigation bar. Please refer to this article from Microsoft Teams on how to add pinned apps to your Microsoft Teams instance.


  1. Getting help on IT issues:

Employees can message Servicebot just like how they would interact with a Service desk agent for help. Servicebot will show relevant solution articles to user queries based on user intent.

If the user finds the suggested solution article not helpful for a specific query, Servicebot will point them to the incident form to report the issue.

Note: Microsoft Teams has a 28KB chat message limit. This includes plain text, text formatting, and attachments. If only plain text, the character limit is 100K. Learn more

2. Service request fulfilment:

Employees can ask Servicebot for software, account or any access related requests.

Servicebot will interface with Freshservice and show the relevant service item forms matching user queries. 

Users are also given an option (Raise a request) to choose from the service catalog if the suggested service item form by ServiceBot is not the most relevant one for the user query.

3. On-Demand concierge:

In addition to interacting with Servicebot for reporting IT issues and requesting services, users can also make use of the below Servicebot commands to check ticket status and approve/reject pending requests.

For agents: 

Show my tickets  (Agents can see both tickets assigned to them as well as submitted by them)

Show my approvals

Filter tickets

For requesters:

Show my tickets

Show my closed tickets

Show my pending approvals