513280 – Microsoft Copilot (Microsoft 365): [Copilot Extensibility] Customers can connect M365 Copilot with Freshservice to access IT service documentation with Copilot Connector

Product:

Copilot

Platform:

Web, World tenant

Status:

In development

Change type:

Links:

Details:

Customers can connect M365 Copilot with Fresh service to access IT service documentation with Copilot Connector.

Change Category:
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Scope:
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Release Phase:
General Availability

Created:
2025-10-14

updated:
2025-10-14

Docu to Check

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MS workload name

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summary for non-techies**

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Direct effects for Operations**

Integration Issues
If the integration between M365 Copilot and Freshservice is not properly prepared, users may experience disruptions in accessing IT service documentation, leading to delays in resolving IT issues.
   - roles: IT Support Staff, End Users
   - references: https://www.microsoft.com/en-us/microsoft-365/blog/2023/10/01/introducing-microsoft-365-copilot/, https://www.freshservice.com/integrations/microsoft-365-copilot/

User Experience Degradation
Without proper preparation, users may face a steep learning curve and confusion in utilizing the new Copilot features, resulting in decreased productivity and frustration.
   - roles: End Users, Training Coordinators
   - references: https://www.microsoft.com/en-us/microsoft-365/blog/2023/10/01/introducing-microsoft-365-copilot/, https://www.forbes.com/sites/bernardmarr/2023/10/02/how-microsoft-copilot-is-transforming-the-way-we-work/

Configutation Options**

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explanation for non-techies**

Imagine you're at a library, and you have a personal assistant who knows exactly where every book is located and can quickly bring you the information you need. This is similar to what Microsoft Copilot is doing by connecting with Freshservice. In this scenario, Microsoft Copilot acts as your assistant, and Freshservice is the library where all the IT service documentation is stored.

By connecting Microsoft 365 Copilot with Freshservice through the Copilot Connector, users can easily access important IT service documentation without having to search through multiple files or systems. It's like having a direct line to the exact information you need, whenever you need it, without the hassle of sifting through countless documents.

For lawyers, managers, or HR staff, this means that accessing IT-related information becomes more efficient and streamlined. Instead of spending time trying to locate specific documents or instructions, the Copilot Connector allows you to quickly retrieve the necessary information, much like how your assistant would fetch the right book from the library.

This integration simplifies the process of managing and accessing IT documentation, making it easier for teams to stay informed and make decisions based on accurate and up-to-date information. Just as a well-organized library saves time and effort, this connection between Microsoft 365 Copilot and Freshservice enhances productivity by ensuring that the right information is always at your fingertips.