Integration Guide

Freshservice + Microsoft Teams Integration for Indian IT Teams

Most Indian employees use Microsoft Teams daily. The Freshservice + Teams integration brings IT support directly into Teams — employees can raise IT tickets without visiting the Freshservice portal, and IT agents get notified of new tickets in Teams channels. This reduces ticket submission friction and speeds up resolution.

Freshservice Microsoft Teams App (Native): Official Freshservice Teams app — available in Microsoft Teams store. Employees can raise tickets by typing in Teams; agents get notifications. No coding required. Setup takes 30 minutes.
Microsoft Power Automate + Freshservice API: Advanced workflows via Power Automate — e.g., auto-post to Teams channel when a P1 incident is raised, with approve/escalate buttons in Teams adaptive cards.

Frequently Asked Questions

Can employees raise IT tickets from Microsoft Teams without visiting Freshservice portal?

Yes — that is the primary benefit of this integration. Employees type "@Freshservice create ticket" or use the Freshservice bot in Teams to submit requests. The bot guides them through the ticket form (category, description, priority) and submits directly to Freshservice — no portal login needed.

Will IT agents get Teams notifications for all ticket updates or only specific ones?

You can configure which events trigger Teams notifications — new ticket created, ticket assigned, SLA breach warning, ticket resolved, CSAT submitted. Agents can choose notification preferences individually to avoid overload.

Does this integration work with Microsoft Teams Free or only paid Microsoft 365?

The Freshservice Teams app works with all Microsoft Teams plans including the free tier. However, advanced Power Automate flows require Microsoft 365 Business Standard or above.