Collaborative applications help people involved in a common task to achieve their goals. 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. Conversations allow each team to have a centralized discussion that is saved and easily searchable.

Freshservice's Virtual Agent on Microsoft Teams enables companies to give instant and round-the-clock support to their employees. 

  • Get an instant notification to prioritize critical tickets with complete information on MS Teams. 

  • Create and update tickets right from MS Teams. Agents can add notes and reply to the requester without switching to Freshservice. 

  • View their most recent open and pending tickets assigned to them right within MS Teams

Virtual agent feature on Servicebot 

The virtual Agent feature is a booster to Servicebot capability and is only supported on the enterprise plan of Freshservice. If you are installing the Servicebot for MS Teams on any other plan, the below virtual Agent feature will NOT be available to you: 

  1. Agents can use the app to collaborate and resolve tickets faster. 
  2. Requesters will not be able to use or interact with the ServiceBot
  3. The bot will not reply with suggestions for messages that are sent to it directly
  4. Requesters will not receive notifications about updates on the tickets requested by them

MS Teams integration capabilities available on different Freshservice plans

With Servicebot for MS Teams, your internal support team can act fast, get streamlined, and offer a best-in-class unified experience to your employees. Please look into the below table understand more about the holistic integration capabilities and plan availability:

Available on all plans

Available on only

 Enterprise plan


For any queries related to the configuration or more, you can also check the Freshservice-MS Teams integration FAQ.