How to Automatically Generate Responses with Dify and Notify Microsoft Teams When a Ticket is Created in Freshdesk

Would you like to automate the creation of standard responses in customer support to improve operational efficiency?
In this article, we will explain how to integrate Freshdesk with Dify and Microsoft Teams to automatically generate responses in Dify when a ticket is created in Freshdesk and notify Microsoft Teams.
By implementing this system, you can support the efficiency and quality improvement of customer support, which is expected to enhance productivity.
This app integration can be implemented without programming, so please try it by referring to this article.

Recommended for

Customer support representatives using Freshdesk for customer support who want to improve average response speed through app integration
Team leaders who feel challenged by the variation in response quality among multiple agents
Administrators using Microsoft Teams for business communication and team collaboration who want to create a more efficient environment by integrating with other tools
In-house IT personnel exploring the potential for operational efficiency through the integration of Freshdesk and Dify

Benefits and Examples of Integrating Freshdesk, Dify, and Microsoft Teams

Benefit 1: Improved Response Speed

By automatically generating response content using Dify when a ticket is created in Freshdesk and notifying Microsoft Teams, you can quickly start responding.
This reduces the time agents spend manually checking tickets and thinking about content.
Additionally, it reduces the burden on agents, allowing them to handle more tickets, which is expected to improve customer satisfaction.
Specifically, for common inquiries, Dify automatically generates templated responses, and agents only need to review and make necessary adjustments before sending, completing the response.

Benefit 2: Standardization of Response Quality

Automatically generating response content with Dify reduces expression variations and supports the improvement of response quality consistency.
This automation can be a significant advantage, especially when there is a variation in agents' experience and skills.
For example, in the case of inquiries about product troubleshooting, differences in knowledge among agents can lead to variations in response quality, but this automation supports optimal and quick responses.
As a result, it is expected to prevent incorrect guidance and response delays, enabling consistent responses from any agent.

Benefit 3: Promotion of Information Sharing Among Teams

By sending inquiry content and response content to Microsoft Teams, you can quickly share information related to customer support.
This strengthens team collaboration and streamlines agent feedback.
For instance, when there is an inquiry about technical issues from a customer, the support team can quickly share the problem content with the engineering team, speeding up the resolution process.
Furthermore, team leaders can smoothly check the customer support process and easily identify where time is being spent, making it easier to provide feedback to agents.
In this way, facilitating cross-departmental collaboration is expected to improve overall organizational efficiency.

Now, let's explain how to use the no-code tool Yoom to automatically create responses in Dify and notify Microsoft Teams when a ticket is created in Freshdesk.

[What is Yoom]

How to Automatically Create Responses in Dify and Notify Microsoft Teams When a Ticket is Created in Freshdesk

It is possible to achieve this by receiving the creation of a new ticket in Freshdesk using Freshdesk's API and automatically generating a response to the inquiry content in Dify using Dify's API.
Additionally, by using the API provided by Microsoft Teams, you can notify Microsoft Teams of the inquiry content and response content.
Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily achieved without programming knowledge.

This time, we will create it in the following major processes.

Integrate Freshdesk, Dify, and Microsoft Teams with My Apps
Copy the template
Set triggers in Freshdesk and set actions in Dify and Microsoft Teams
Set the trigger to ON and complete the preparation for flow operation

If you are registered with Yoom, please log in, and if you are not registered, please register for free and proceed with the settings.

Step 1: Integrate Freshdesk, Dify, and Microsoft Teams with My Apps

First, integrate Freshdesk, Dify, and Microsoft Teams with My Apps.
After logging into Yoom, click on "My Apps" on the left side of the screen, then search for Freshdesk from "+ New Connection" and click on it.

Set any name for the "Account Name".
Set the API key issued by Freshdesk for the "API Key".
After completing the settings, click "Add" to complete the integration with My Apps.

Next, search for Dify.

For detailed instructions on integrating Dify with My Apps, please check here.
Set any name for the "Account Name".
Set the API key issued by Dify for the "Access Token".
After completing the settings, click "Add" to complete the integration with My Apps.

Next, search for Microsoft Teams.

Sign in on the displayed Microsoft page.
Note: Microsoft 365 (formerly Office 365) has plans for home use and general business use (Microsoft 365 Business), and if you are not subscribed to the general business plan, authentication may fail.

This completes all My Apps integrations.
Next, proceed with the settings using the template. Log in to Yoom and click "Try it" on the banner.

‍

"Template has been copied!" will be displayed, so click "OK" to complete the copy.

Step 2: Set the Trigger

Set the trigger for Freshdesk. Click "When a ticket is created".

Next, check the "Account information to integrate with Freshdesk".
You can freely edit the title, but do not change the trigger action, and click "Next".

Set up the API connection.
You can select the "Trigger interval" from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
*Please note that the shortest trigger interval varies depending on the plan.
Set the "Domain name" to the Freshdesk domain name.
*You can check the domain name from "Admin" → "Account" → "Helpdesk Settings" → "Helpdesk URL". For more details, please refer to the Freshdesk Domain Change page.

Once all settings are complete, click "Test".

Check the information displayed in the output, and if there are no issues, click "Save".

Step 3. Set Ticket Retrieval

Set up to retrieve ticket information created in Freshdesk. Click "Retrieve Ticket".

Edit the title as desired and check the account information, then click "Next".

Set up ticket retrieval.
Set the "Domain name" to the Freshdesk domain name as per the previous steps.
For "Ticket ID", click the field and select "When a ticket is created" → "ID" from the displayed options.
Once all settings are complete, create a test ticket and click "Test".

Check the ticket information displayed in the output and click "Save".

Step 4: Set Dify Action

Next, set the action for Dify. Click "Send chat message".

Edit the title as desired and check the account information, then click "Next".

Set the message content to be sent to Dify.
For "query", click the field and select "Retrieve Ticket" → "Plain text description" from the displayed options. Based on the message set here, Dify will automatically generate the response content.
For "user", enter a half-width numeric value (arbitrary identifier) as noted.
Once all settings are complete, click "Test".

Check the content displayed in the output and click "Save".

Step 5: Set Microsoft Teams Action

Set the action for Microsoft Teams. Click "Send message to channel".

Edit the title as desired and check the account information, then click "Next".

For "Team ID" and "Channel ID", click the field and select the destination from the displayed options.
For "Message", similarly click the field and select Freshdesk's "Plain text description" and Dify's "Response content".
This prepares to send the inquiry content and the automatically generated response content to the specified channel.
Click "Test" and once you confirm the message has been sent, click "Save".

Click "Turn on Trigger" to complete the preparation for flow operation.
Now, when a ticket is created in Freshdesk, a response will be automatically generated in Dify, and the content will be notified to Microsoft Teams.

Other Automation Examples Using Dify

1. Automatically Generate and Respond with Dify's Chatbot When a Message is Posted on LINE WORKS

When a message is posted on LINE WORKS, Dify's chatbot automatically generates a response and replies. This facilitates smooth communication using LINE WORKS and supports efficient workflow progression.

2. When a message is posted on Slack, automatically generate a response with Dify's chatbot

When a message is posted on Slack, Dify's chatbot automatically generates a response and replies quickly. This streamlines team interactions on Slack and supports quick Q&A.

3. Automatically generate and respond with Dify's chatbot when a message is posted on Microsoft Teams

When a message is posted on Microsoft Teams, Dify's chatbot automatically generates a response and replies. This facilitates smoother internal communication on Microsoft Teams and is expected to improve work productivity.

Summary

In this article, we introduced how to automate and streamline customer support by integrating Freshdesk, Dify, and Microsoft Teams.
This integration can enhance response speed and quality, promote information sharing among teams, and improve customer satisfaction.

Yoom's app integration can be easily implemented without any programming. Take this opportunity to experience increased operational efficiency through automation.