HR Service Delivery integration with Microsoft Teams release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of HR Service Delivery integration with Microsoft Teams release notes

    The HR Service Delivery integration with Microsoft Teams enhances employee engagement by allowing ServiceNow customers to leverage Microsoft Teams for seamless HR service requests, chat interactions, and notifications directly within the Teams environment. This integration evolves through multiple versions to support new Microsoft Teams features, improve user experience, and expand communication capabilities.

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    Key Features

    • Chat and Communication Enhancements: Enables displaying Microsoft Teams chat history on Employee Center tickets, initiating chats across different Teams tenants, and starting Teams calls directly from Agent Workspace for higher-touch resolutions.
    • Notifications and Activity Feed: Supports sending Teams Activity Feed notifications through Content Publishing and Content Experiences, improving timely communication with employees.
    • Multi-Tenant and Azure Support: Supports Azure Multi-Tenant apps allowing customers to use ServiceNow-provided Azure apps, plus multi-tenant app setup with confirmation steps to manage different Teams tenants.
    • Integration Extensions: Extends integration to Outlook and Microsoft 365, enabling employees to access Employee Center from these platforms besides Teams.
    • Link Unfurling: Provides preview capabilities for certain ServiceNow links shared within Teams chats, enhancing context and usability.
    • Localization and Stability Fixes: Ongoing minor fixes and stability improvements along with localization updates to ensure smooth operation.
    • Zoom Chat Integration: Added support for Zoom chat on Classic Forms, expanding communication options outside Microsoft Teams.

    Practical Benefits for ServiceNow Customers

    • Streamlines HR service delivery by integrating chat and notifications directly into Microsoft Teams and related platforms, reducing context switching for employees and agents.
    • Improves agent efficiency through automatic import of request-based chats and direct call initiation within the ServiceNow Agent Workspace.
    • Allows broader communication scenarios, including multi-tenant environments and third-party service provider interactions across Teams tenants.
    • Enhances user experience with previews of ServiceNow links in chats and access to Employee Center from multiple Microsoft 365 applications.
    • Keeps the integration current with Microsoft and ServiceNow platform updates by supporting latest dependent app versions and APIs.

    Version history for the HR Service Delivery integration with Microsoft Teams application on the ServiceNow Store .

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.9.3 - June 2026
    Updated to support the latest version of the dependent apps.
    Version 3.9.2 - March 2026
    Updated to support the latest version of the dependent apps.
    Version 3.8.0 - December 2025
    Updated to support the latest version of the dependent apps.
    Version 3.3.6 - August 2023

    Updated to enable employees to access Employee Center from Outlook and Microsoft 365.Admins can easily extend the Microsoft Teams app to Outlook and Microsoft 365.

    Version 3.3.3 - May 2023
    Fixed: Minor fixes.
    Version 3.3.2 - February 2023
    Fixed: Minor fixes were done
    Version 2.6.1 - November 2022
    New: Added support for Zoom chat integration on Classic Forms.
    Version 3.3.0 - August 2022
    • New:
      • Added ability to display Microsoft Teams chat history associated with a ticket on Employee Center
      • Added support for delivering translated content on Microsoft Teams for Campaigns
      • Added ability for a third-party service provider to initiate a chat from ServiceNow with an employee in a different Microsoft Teams tenant
    • Changed: Minor fixes.
    Version 3.2.0 - May 2022 (San Diego)
    • New:
      • Added framework support for Sending Activity feed for Notifications. This will be used for the Content Publishing and Content Experiences to be able to send Teams Activity Feed notifications.
      • Added framework support for fetching user presence in Teams for Request Based Chat.
      • Renamed Tab SSO app to SSO and Activity Notification
    • Changed: Renamed Tab SSO app to SSO and Activity Notification
    Version 2.6.0 - August 2022
    • New:
      • Added ability to display Microsoft Teams chat history associated with a ticket on Employee Center.
      • Added support for delivering translated content on Microsoft Teams for Campaigns.
      • Added ability for a third-party service provider to initiate a chat from ServiceNow with an employee in a different Microsoft Teams tenant.
    • Changed: Minor fixes.
    Version 2.5.0 - May 2022 (Quebec and Rome)
    • New:
      • Added support for Sending Activity feed for Notifications. This will be used for the Content Publishing and Content Experiences to be able to send Teams Activity Feed notifications.
      • Added support for fetching user presence in Teams for Request Based Chat.
      • Renamed Tab SSO app to SSO and Activity Notification
    • Changed: Renamed Tab SSO app to SSO and Activity Notification
    Version 2.4.0 - February 2022
    • New:
      • Added the support for Link Unfurling
      • Microsoft Teams users can see the preview for certain ServiceNow links during the chat conversation with agents.
      • Localization of the app is not updated to be released with the store app.
      • Connecting multiple instances to one Microsoft Teams tenant available on top of the San Diego release only.
    • Changed: App was renamed from 'ServiceNow for Teams' to 'Microsoft Integrations - Core'. No functional impact to users.
    • Fixes.
    Version 2.2.1 - November 2021
    Fixes for stabilisation
    Version 2.2.0 - September 2021
    • New:
      • Request Based Chat: Request based chats can now be imported automatically, saving agents time on each ticket.
      • Employee Center in Teams Tab: The new Employee Center will be the default portal for new installations of the ServiceNow for Teams integration. Customers upgrading must opt-in.
      • Multi-Tenant app setup: More confirmation steps added before proceeding to changing the tenant.
    • Fixed: Microsoft Teams Meeting Extensibility, which now relies on newer API for creating online meeting.
    Version 2.1.0 - June 2021
    New: Added support for Azure Multi-Tenant app. The users can use the Azure apps shipped by ServiceNow instead of creating their own apps for integration.
    Version 2.0.1 - February 2021
    • New:
      • For calls that require higher-touch resolution, an agent can start a Microsoft Teams Call from a chat directly from Agent Workspace.
      • The platform requires: Notify Connector for Microsoft Teams (Store App) Agent Chat (Plugin)
    • Fixes.
    • Removed: The Start Chat capabilities on the HR task table is removed for out-of-box new installations.
    Version 1.0.8 - December 2020
    • Fixed:
      • Intermittent actionable approval notifications are not delivered
      • Employee with language set in user profile, doesn’t receive actionable notifications
      • When NOW Actions is installed along with ServiceNow for Teams application, the responses to the actionable notification are not captured.
      • When the On-Call scheduling plugin is not installed, Start Microsoft Teams Chat doesn’t respond.
    Version 1.0.7 - November 2020
    The ServiceNow HR Service Delivery Management with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.