Last updated: 2025-11-25
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.
``` Note: Ensure that you have not blocked the Servicebot app on your MS Teams instance else auto installation will fail ```
2. 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:
3. Deliver On-call Management notifications to agents
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.
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
Non-enterprise plans
For users of the On-Call Management module
