Freddy AI Agent permissions for Microsoft Teams integration

Modified on: Thu, 13 Aug, 2026 at 7:51 PM

Microsoft Teams integration uses Microsoft Graph permissions to support Freddy AI Agent, ticket collaboration, notifications, and other Teams-based capabilities.

This article describes the Microsoft Graph permissions used by the Freshservice Microsoft Teams integration, the features enabled by each permission, and the access required for security review and approval.

TABLE OF CONTENTS

Prerequisites
Overview
Bot installation
Directory sync (read-only)
Collaborate features (as the signed-in agent)
Messages and attachments
Permission and security considerations

Prerequisites

You need the following before the installation:

Global Admin credentials in your Microsoft tenant to provide consent for application permissions.
Administrator privileges in Freshservice to configure the Microsoft Teams integration.

Overview

The Microsoft Teams integration uses a single Teams app, Servicebot, to support Freddy AI Agent, ticket collaboration, surveys, and on-call notifications.

The following table maps each feature to its supporting Freshservice documentation.

Feature	Description	Reference
Freddy AI Agent (Classic & AI Studio)	Conversational bot for raising and resolving tickets in Teams; supports multimodal (file-based) queries.	Setting up Freddy AI Agent for Microsoft Teams
Collaborate - Incident Tickets	Ticket notifications, approvals, and ticket collaboration in Teams.	Integrating Servicebot with Microsoft Teams Collaboration on Tickets - MS Teams
Survey Notifications	Survey distribution through a Teams channel.	How to set up and trigger surveys using Freshservice
Call Management (On-call)	On-call agents get incident notifications as a Teams direct message.	Integrating Servicebot with Microsoft Teams

Bot installation

The following table lists the Microsoft Graph permissions required to install and manage the bot.

Graph Permission	Freshservice Use Case	Reference	MS Teams OAuth Description
TeamsAppInstallation.ReadWriteSelfForUser.All	Auto-installs the Servicebot for all users of the tenant post integration.	Integrating Servicebot with Microsoft Teams	Allow the app to manage itself for all users
TeamsAppInstallation.ReadWriteSelfForTeam.All	Checks if the bot is already in a team; installs it after a team is created.	Integrating Servicebot with Microsoft Teams	Allow the Teams app to manage itself for all teams
TeamsAppInstallation.ReadWriteAndConsentSelfForTeam	Lets an agent add the bot to a team from within MSTeams.	Integrating Servicebot with Microsoft Teams	Allow the Teams app to manage itself and its permission grants in teams

Directory sync (read-only)

The following table details the read-only Microsoft Graph permissions required for directory synchronization.

Graph Permission	Freshservice Use Case	Reference	MS Teams OAuth Description
Group.Read.All	Lists all teams so Servicebot can identify which ones have the bot installed.	Integrating Servicebot with Microsoft Teams	Read all groups
Team.ReadBasic.All	Lists teams available for admins to link to Freshservice groups.	Integrating Servicebot with Microsoft Teams	Get a list of all teams
Channel.ReadBasic.All	Lists channels so admins can pick where to enable Freddy AI Agent or notifications.	Setting up Freddy AI Agent for Microsoft Teams Integrating Servicebot with Microsoft Teams	Read the names and descriptions of all channels
User.Read.All	Identifies Teams-licensed users for notification targeting and rollout.	Integrating Servicebot with Microsoft Teams	Read all users' full profiles

Collaborate features (as the signed-in agent)

These permissions support ticket collaboration when an agent uses the Teams integration.

Graph Permission	Freshservice Use Case	Reference	MS Teams OAuth Description
Team.ReadBasic.All	Shows the agent their own teams when starting a collaboration.	Collaboration on Tickets - MS Teams	Get a list of all teams and read the names and descriptions of teams
Channel.ReadBasic.All	Lists channels the agent can pick to discuss a ticket in.	Collaboration on Tickets - MS Teams	Read the names and descriptions of channels
Channel.Create	Creates a new channel for ticket collaboration.	Collaboration on Tickets - MS Teams	Create channels
OnlineMeetings.ReadWrite	Generates a Teams meeting link from a ticket.	Collaboration on Tickets - MS Teams Meetings	Read and create user's online meetings

Messages and attachments

These permissions allow the integration to read relevant Teams conversations and retrieve attachments used by ticket collaboration and Freddy AI Agent.

Graph Permission	Freshservice Use Case	Reference	MS Teams OAuth Description
ChannelMessage.Read.All	Import Conversation pulls thread replies into the ticket timeline (requires user scope so only channels the agent belongs to are shown).	Collaboration on Tickets - MS Teams	Read all channel messages
ChannelMessage.Read.All	Detects attachments on incoming messages so Freddy AI Agent (Classic) and the AI Studio Agent can support multimodal (file-based) queries.	Setting up Freddy AI Agent for Microsoft Teams	Read all channel messages
Files.Read.All	Downloads the detected attachment so both Freddy AI Agent (Classic) and the AI Studio Agent can incorporate it into the response.	Setting up Freddy AI Agent for Microsoft Teams	Read all files that user can access