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Employee actions › Use ITSM and HRSD integrations with Microsoft Teams › Use Microsoft Teams integration for Employee Experience › Use › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Access a Microsoft Teams chat in Employee Center

Access a ticket's Microsoft Teams chat in the Employee Center.

Before you begin

Role required: user

About this task

You can view chats on the Teams Chat widget only if you are added to that chat conversation by the agent and you have access to the associated ticket. If you are on the watch list of an incident and can view the ticket on the ServiceNow portal, you can view the associated chats.

Messages are loaded dynamically. The Teams Chat widget does not display message reactions but it does display emojis contained in messages.

Procedure

  1. Launch Microsoft Teams.

  2. Navigate to ServiceNow for Microsoft Teams > Employee Center > My Requests.

  3. Open the ticket.

  4. Select Teams chat.

  5. Select a chat to view details.

    If more than one chat is available for a ticket, choose the desired chat from the list that appears on the left.

  6. Continue the chat in either the desktop version or the mobile version.

    • For the desktop version, select Open in Microsoft Teams Desktop.
    • For the mobile version, select Open in Microsoft Teams Browser.

Parent Topic:Employee actions