Note: This feature is only available for the Pro and Enterprise customers. 

Freshservice introduces an enhanced collaboration feature, enabling users to initiate MS Teams meetings seamlessly from the ticket details page through the 'Collaborate' widget. If you haven't set up MS Teams collaboration for Freshservice, refer to this article.

Here's a quick guide on how to start MS Teams meetings:

  1. Navigate to the 'Collaborate' widget on the ticket details page and click 'Start New.'

  2. Click 'Meet Now' to initiate a new MS Teams meeting (ensure your servicebot is updated).

  3. Under 'Add People,' choose relevant users from MS Teams or select an existing agent group from Freshservice, or both.


  1. After selecting the required members, click on 'Start Meeting.'

  2. Freshservice servicebot will notify the selected members on MS Teams to join the meeting.

  3. You'll be redirected to the MS Teams meeting, and the meeting link will be appended to the ticket details page.