How to integrate LINE Official Account with Zendesk to create a ticket in Zendesk when a message is received on the LINE Official Account

Many companies are utilizing LINE Official Accounts to enhance communication with their customers.
However, as inquiries increase, improving response efficiency and centralized information management can become challenges.
This is where integration with Zendesk becomes useful. This combination allows for smooth customer interactions via LINE while enabling information sharing with other departments, managing response histories, and even improving operations using inquiry data.
This article provides a detailed explanation of the specific benefits and integration methods of connecting LINE Official Accounts with Zendesk.

Recommended for

Companies that want to save interaction histories from LINE Official Accounts to ensure consistent responses
Those who wish to quickly share information between departments using Zendesk
Business owners who want to understand inquiry trends to improve support systems and service content

Benefits and Examples of Integrating LINE Official Accounts with Zendesk

Benefit 1: Centralized Management of Customer Feedback

By linking customer questions and feedback received through LINE Official Accounts to Zendesk, all messages can be managed centrally.
Individual interactions are automatically generated as tickets, preventing missed responses and improving work efficiency.
For example, when multiple representatives handle different customers, they can quickly check individual progress and response details, making management easier without scattered information. Additionally, by utilizing the tagging feature, frequently asked questions or urgent issues can be categorized and prioritized.
Thus, integrating LINE Official Accounts with Zendesk can enhance the efficiency and accuracy of customer responses.

Benefit 2: Efficient Information Sharing with Other Departments

Zendesk also serves as a platform for efficiently sharing customer inquiry content obtained through LINE Official Accounts with other departments.
For instance, if a customer sends a message requesting a change in product specifications, the related ticket can be sent to the sales or product development departments via Zendesk. This improves the speed of information transmission and strengthens inter-departmental collaboration. Information sharing, which was previously done verbally or via email, can be managed through Zendesk to prevent transmission errors.

Benefit 3: Analysis and Improvement Using Data

By utilizing Zendesk's reporting features, you can visualize the trends of inquiries received through LINE Official Accounts.
Extracting information such as "What time of day do inquiries concentrate?" or "What is the most common question category?" can be used as data to optimize support systems.
For example, if there are many inquiries outside business hours, you can consider setting up automatic responses in advance to avoid keeping customers waiting. Additionally, by reflecting frequently asked questions in FAQ pages or chatbots, you can reduce the burden of customer support and improve satisfaction simultaneously.

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How to Register a Ticket in Zendesk When a Message Arrives on LINE Official Account

By integrating LINE Official Accounts with Zendesk, you can automatically register a ticket in Zendesk when a message arrives on the LINE Official Account. Generally, programming knowledge is required to achieve this, but using the no-code tool Yoom allows you to do it easily without programming knowledge.

The integration flow is broadly created through the following processes:

Register LINE Official Account and Zendesk as My Apps
Set up the configuration for when a message arrives via LINE Official Account
Use AI features to extract data from text
Create a ticket by integrating with Zendesk

If you haven't used Yoom yet, please register for free from here.

If you are already using Yoom, please log in.

Step 1: Connect LINE Official Account and Zendesk to My Apps

(1) After logging into Yoom, select "My Apps" from the left column and click "+ New Connection".

(2) From the list of new connections in My Apps, click on the LINE Official Account.
(3) On the "New Registration for LINE Official Account" screen, enter your account name and access token, then click "Add".
For detailed instructions on how to register a LINE Official Account to My Apps, please refer to the following site.

How to Add LINE Official Account to My Apps

(4) Next, register Zendesk to My Apps. Similarly, click on Zendesk from the list of new connections in Yoom.
(5) On the "New Registration for Zendesk" screen, confirm the red box, enter your account name, email address, and API token, then click "Add".
※ Zendesk is an app available only in the Team Plan and Success Plan. For Free Plan and Mini Plan, the operation and data connect of the flow bot set will result in an error, so please be careful.
Paid plans such as Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are subject to restrictions.

Once the connection is complete, LINE Official Account and Zendesk will be registered in Yoom's My Apps.

This completes the My Apps registration.
Next, let's set up triggers using templates!

Step 2: Set up when a message is received in connection with the LINE Official Account

(1) We will use the template introduced earlier. Click "Try it" on the banner below to copy it.

Click on the app trigger "When a message is received from a user".

(2) From the "Select Linked Account and Action" screen of the LINE Official Account, check that there are no errors in the account information linked with the LINE Official Account, keep the trigger action as "When a message is received from a user", and click "Next".

(3) From the "App Trigger Webhook Event Reception Settings" screen, copy the Webhook URL and configure it in the management screen of the LINE Official Account.
Once the setup is complete, click "Test", and if no errors occur, click "Save" at the bottom.

Step 3: Extract data from text using AI functions

(1) Next, use Yoom's AI functions to extract data from text.
Click "Extract data from text".
*AI operations are available only in the Team Plan and Success Plan. In the case of the Free Plan or Mini Plan, the operation of the flowbot you set will result in an error, so please be careful.
Paid plans such as the Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use restricted apps and AI functions (operations).

(2) From the "Select Action" screen, click "Change".

Select the conversion type according to the number of characters in the text.

Once the selection is complete, click "Next".
(3) From the "Set Details" screen, enter the target text. By selecting from the output as shown in the image, you can reference information from the LINE Official Account.

Scroll down and directly enter the items you want to extract, confirming with the red line.
Once the input is complete, click "Test", and if no errors occur, click "Save" at the bottom.

Step 4: Create a ticket by integrating with Zendesk

(1) Next, create a ticket by integrating with Zendesk.
Click "Create Ticket".

(2) From the "Select Linked Account and Action" screen of Zendesk, check that there are no errors in the account information linked with Zendesk, keep the action as "Create Ticket", and click "Next".

(3) From the "API Connection Settings" screen, confirm with the red line and enter the subdomain.
Select the subject from the output.
The details you enter will be registered in Zendesk.

Other fields are not mandatory. Please enter the necessary fields.
Once the input is complete, click "Test" at the bottom, and if no errors occur, click "Save".
(4) Finally, click "Turn Trigger ON".

This completes the flowbot for "Register a ticket in Zendesk when a message is received on the LINE Official Account".

Other Automation Examples Using Zendesk

At Yoom, we have other examples of automation using Zendesk, and we would like to introduce a few of them.

1. Registering Information Submitted via Google Forms into Zendesk

By utilizing this flow, information submitted via Google Forms is automatically registered in Zendesk. This allows for seamless task addition and eliminates the need to check Google Forms.

2. Notify LINE WORKS when a ticket is created in Zendesk

When a new ticket is created in Zendesk, you can automatically notify LINE WORKS with the information from Zendesk. The person in charge can understand the content by checking LINE WORKS without opening Zendesk.

3. Create a folder in Microsoft SharePoint when a ticket is created in Zendesk

This flow is recommended for those who want to create a folder in Microsoft SharePoint simultaneously when a ticket is created in Zendesk. By automating the folder creation, you can prevent any omissions in the process.

For those who want to check templates using LINE Official Account or Zendesk, please visit the following sites.

List of Flowbot Templates Using LINE Official Account

List of Flowbot Templates Using Zendesk

Summary

By integrating LINE Official Account and Zendesk, it seems possible to improve customer support efficiency, facilitate smooth information sharing with other departments, and enhance business operations using data!
This system will help reduce the burden of handling inquiries while enhancing the customer experience.
In particular, by utilizing visualization and analysis functions of response history, it becomes easier to accurately understand customer needs and provide consistent support. For companies looking to strengthen customer support or streamline operations, this integration will be very beneficial. If you are interested, please consider utilizing LINE Official Account and Zendesk!