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Microsoft Teams Integration & More O365 Integrations

Freshservice Dev Team needs to work faster into integrating its product into the complete suite of Microsoft Office 365 products.

1.- Much needed integration with Microsoft Teams (Zendesk already did it)

2.- Integration with Microsoft Flow (Freshdesk has already been integrated)

3.- Integration with PowerBI or at least publish a SQL type data export or an API where we can pull reporting info.

4.- Freshservice has already made available a Office 365 Integration which syncs freshservice tasks to O365, however those tasks are added to O365 Calendar as events. The ideal solution would be to sync those freshservice tasks to O365 Tasks (NOT AS CALENDAR EVENTS).

I believe that Office 365 is becoming a standard for most companies and Freshservice has to work faster into integrating its solution, such as Zendesk is doing.

79 people like this idea

+1 for Teams integration. Any ETA?

4 people like this

+1 here as well.  While all of those seem like great use cases, I'm especially interested in Freshservice being able to send notifications to teams.  For example, instead of emailing everyone on a team when a new ticket is assigned to the team, post the notification to a specific channel in teams.  If a ticket is assigned to an agent, send the notification directly to that agent.  

Freshdesk already has a very simple integration that sends notifications through teams.  It could use a lot of improvement, but it seems like some of the basic ground work may have already been done on that side.  

This topic is also a high priority for us, especially with focus on Teams and Flow. Please implement soon.

3 people like this

Teams integration is a must.  Teams is geared to eventually replace Skype for Business so getting it integrated is essential.

Ditto on Teams ...

1 person likes this

You're still falling behind. 18 months ago Zendesk had support. Jira Cloud now has support, and is being advertised as supported on the Teams blog. The slowness to move on feature requests from FreshService continues to astound.

Here's the short and simple answer to all the 'what are you trying to achieve' posts we see on anything to do with Office 365 integration. For anyone asking about this, Microsoft's product is more important than your product. Nobody is leaving Office 365 for G-Suite because of FreshService integration, but plenty of people might leave FreshService for Zendesk because of Office 365 integration. What are we trying to achieve? We're trying to find a way to keep using your product by using it to extend the functionality of our key platforms, not the other way around.

Stop trying to delay integration so you have time to build similar features in natively. Your 'huddle' feature goes 100% unutilised at my workplace because we had already been using Teams for that purpose, and have continued to do so. 

7 people like this

As a follow-up, here's the sort of thing that makes people so frustrated. This is the fourth most upvoted suggestion for your product; the third most upvoted not yet implemented. And yet it took 18 months to go from 'what are your use cases' to 'here are the use cases you mentioned'. What happened during the 18 months between those two things?

Why do you have this forum? Why allow people to upvote suggestions, when overwhelmingly suggestions are ignored. In the top 50 most popular user suggestions, only five have been implemented. It's hard not to get the sense that this forum exists solely to provide the illusion of valuing our opinions, with suggestions implemented only if they happen to coincide with some other implementation plan.

2 people like this

IMHO: The more support tickets (not forum posts) we open with FreshWorks asking for this feature, the more visibility/traction this will get. Include this thread link in your ticket. I'd wager that forum posts only cary a % of 'weight' when they evaluate which feature get a storey/sprint in the next cycle. 

How far away is this. We would like to have teams work with Freshservice too.  All use cases are appropriate.

Would be great to have some more communication from developers. Is this planned?

Can we get an update on this feature?  We are considering a move from Zendesk, but we have to have Teams integration.  Please let me know.

I have an IT Team in Microsoft Teams and to have the ability to add Freshservice to the Team is integral in providing service for our users.  If Freshdesk can be added, why not Freshservice???

Any official update would be brilliant please, especially as already in the Freshdesk store

Hello Everyone, apologies for the delayed response and thanks for your patience. 

While we realize this request has been open for a while, we’ve been quite busy the last few quarters shipping new marketplace platform capabilities, APIs and newer locations to render apps. Serverless capability is another impactful capability that should facilitate a lot of the app requirements. We’re excited to note that on the heels of these, we’re now at over a 100 Apps on Freshservice, including Jamf, Trello & ChromeOS Device Discovery. 

Now, on Microsoft Teams, we understand the importance of integrating apps that you already use in your organization with Freshservice and we can see that Microsoft Teams has strong traction with IT teams. Teams integration for Freshservice is slated for development in Q1 2019.

Below are the use cases that we are looking at: 

1. Put the IT service desk where your business end-users already are. The Freshservice - MS Teams integration enables business users to seek help from IT from right within Teams and receive relevant notifications about updates regarding their issues. The integration will allow your users to raise a ticket directly from MS Teams and receive updates to that ticket from Freshservice into MS Teams. 

2. Increase the productivity of your IT agents by quickly notifying them about any new ticket or ticket updates on Microsoft Teams. This integration will allow notifying ticket assigned groups and agents about incoming ticket and new replies and updates on Teams.

13 people like this
Sudipta - Thank you for the update, that's great news!  

Would it be possible to also get teams chat integration into the FreshService website, similar to the existing Skype for Business app, added to that list?  As we move users from Skype for Business to Teams, the Skype for Business App no longer works for those users.  


1 person likes this