The Freshdesk-Microsoft Teams integration brings your internal and support teams together, making cross-team collaboration effortless and frictionless. 

The integration enables you to collaborate with your teams in Microsoft Teams and effectively manage support tasks. Here’s what you can do in MS Teams after successful Freshdesk integration: 

  • Create, view, and update support tickets directly within Microsoft Teams.

  • Get instant alerts from Freshdesk on Microsoft Teams for ticket assignments, ticket updates like priority changes, customer replies, and when a public/private is added.

  • Quickly access customer details, respond to queries, and add private/public notes.

  • Automate ticket workflows based on specific conditions, such as ticket priority, subject, etc., and instantly notify channels in MS Teams whenever a ticket is created/updated.


This article contains the following sections,

Integrate MS Teams with Freshdesk,

To integrate MS Teams with Freshdesk,

  1. Login to your support portal.

  2. On the top-right corner, click the Freshworks Marketplace icon and then click Marketplace Apps.

Alternatively, you can go to Admin > Apps to land on the same page.

  1. Search for MS Teams on the Apps page that appears. On the MS Teams page that appears, click Install.

  1. Allow the required permissions for Freshdesk to access your MS Teams account.

  2. On the Microsoft Teams page, you will receive a success message that reads ‘Microsoft Teams installed successfully.’ The Channel tab displays data synchronization between the two applications.

  1. Once the sync is complete, click Add channel. Use the drop-down to select your preferred team. Based on the team selection, choose the channel.

Channel Workflow Configuration

  1. Click Next. In the channel added you can set the automation rules that define when notifications will be sent to the channel on ticket creation and updation. Choose the respective drop-downs to map the ticket field values based on which notifications should appear in the channel.


  1. Click Done, and you will receive a confirmation message that reads Channel added successfully

Direct Message Configuration

  1. In the Direct Message tab, under Configure Direct Message Notifications, click Configure

  1. Set the automation rules that define when notifications will be sent to the channel on ticket creation and updation.

Note: Channel names should not contain emojis as automations won't be supported.

Freshdesk App in MS Teams

After successful installation, tickets created or updated based on the matching parameters will appear in MS Teams as cards.

Without going to the Freshdesk app, from MS Teams, you can:

  1. Add private notes - Private notes added from MS Teams will be appended to the note via MS Teams. This way, when tickets are reassigned, agents have context on the source for these notes and how they were resolved.

  2. Update ticket properties

    1. Status

    2. Priority

    3. Group

    4. Agent

    5. Public notes or Public Reply


Previous Version Update

If you’re in the previous version of MS Teams Integration

Why should you update:

  1. Simpler integration helps you understand the workflow rules mapped more easily.

  2. Only one card per ticket - Any update will be threaded to the main card.

  3. Admins can control which tickets will be posted as DMs in MS Teams.

To upgrade to the enhanced MS Teams integration,

  1. Go to Admin Settings > Apps > Installed apps. Click MS Teams.

  2. On the MS Teams page, click Update.

  1. Once updated, you will receive a message that reads Microsoft Teams updated successfully

Edit and Delete Channel Workflow

To edit a channel workflow,

In the Channel tab, under Your Teams and Channels, click View rules to view the rules configured for Ticket creation and updation. Click Edit to make changes, or use the delete button to remove the rule.