Here’s what you get with the update.


  1. Auto installation of Servicebot for your complete workforce 

    Employees no longer need to install the bot on their Microsoft Teams instance to use it. Enabling Servicebot for your organization by default enables the bot for your entire workforce in their individual Teams instances. 


Learn more


Note: Ensure that you have not blocked the Servicebot app on your MS Teams instance else auto installation will fail


  1. Manage approvals and ticket conversations better


Minimize app hopping by enabling everything your agents and approvers need to manage and respond to tickets on Microsoft Teams. 


With better context for tickets and a set of service requests:


  • Manage approvals with context from actions taken by fellow approvers

  • Quickly view the latest conversations attached to the ticket


Learn more


  1. Deliver On-call Management notifications to agents (Coming soon)


On-call agents can acknowledge, escalate, or resolve incidents from within MS Teams and even add notes. When an on-call agent takes an action on an incident, the entire group as well as stakeholders are updated. Easy collaboration leads to quick incident resolution.


            Update the app now


Note: All future Servicebot and Virtual Agent capabilities will be built on the v2 APIs. To utilize the features mentioned above and the ones we add in the future, authorize the app update from within Microsoft Teams, Freshservice admin settings, or from the Notification tab in the On-Call Management module.  


How to update the app

Note: You can perform the update only if you are an Admin in Freshservice as well as an Azure admin



All plans


  • Admins will see “Authorize” button as a Servicebot notification delivered via the MS Teams app. 

  • Click on the button to update


Enterprise plan



  • Go to Freshservice > Settings > Virtual Agent (under section “Channels”)

  • Admins will see Authorize button in the Connect more channels panel under Microsoft Teams

  • Click on the button to update



Non-enterprise plans




  • Go to Freshservice > Settings > Apps (under section “Automation & Productivity”) > Manage Apps

  • Admins will see Authorize button in the section where notifications configurations are listed

  • Click on the button to update


For users of the On-Call Management module



  • Go to Freshservice > Admin > On-Call Schedules > Notification Rules

  • Admins in the MS Teams tenant will need to authorize the MS Teams account to receive notifications