How to integrate Microsoft Teams with Zendesk to receive notifications in Microsoft Teams when a ticket is created in Zendesk

‍Before Getting Started

‍If you don't have a Yoom account yet, please create one from the Yoom Account Creation Page.
You can start in 30 seconds!
For basic operations of Yoom, please refer to Getting Started with Yoom.

‍Step 1: Integrate My Apps

‍First, integrate Microsoft Teams with Yoom.
From the left side of the Yoom page, select My Apps → New Connection → Microsoft Teams in that order.
When the sign-in screen appears, enter your email address and password.
※There are personal and business plans (Microsoft365 Business) for Microsoft365 (formerly Office365), and if you are not subscribed to the business plan, authentication may fail.

Microsoft Teams will be added to My Apps.

Next, integrate Zendesk.
Similarly, from the left side of the Yoom page, select My Apps → New Connection → Zendesk in that order.
※Zendesk is an app available only with the Team Plan and Success Plan.
A 2-week free trial is available, so please try it if you are considering it.
You will need to register your account name and access token.
Please refer to the Help Page for registration.

After entering, press Add.
Once the two apps are integrated into My Apps, you're good to go.

Next, copy the template to My Project and create a Flow Bot.
If you haven't copied it yet, please copy the Flow Bot template from below.

1. Hover over the banner and click "View Details"
2. Click "Try this template" on the page you navigated to
3. Register for Yoom
※ If you have already registered, the login screen will be displayed, so please log in.

‍

Step 2: Set the Trigger

‍This time, we will use the prepared template.
When you open the template page, the following screen will appear, so click Try this template.
If you are using Yoom, log in, and if you are new, register as a member.
Proceed as is, and the template will be copied to your workspace and ready to use.
Now let's set the app trigger.
Select "When a ticket is created".

The account you linked earlier will appear, so make sure it's correct.
Keep the trigger action as is, and proceed to the next step.
Trigger activation interval → You can choose from intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
※ The selectable activation intervals vary depending on the plan.
Please enter the value of the subdomain, which is the part of the URL "https://●●●●●.zendesk.com/".

Test → Save if the test is successful.

‍Step 3: Set the Action

‍Next, we will set the action.
Click "Notify Microsoft Teams".
Again, make sure there are no mistakes in the account information you linked earlier.
This time, we want to notify the channel, so we will use the action as is.
Proceed to the next step, and the following screen will appear.

Select the team ID and channel ID from the options.
You can use the necessary information from the output for the message, so feel free to customize it.
I set it up as shown above.
Test → Complete if the test is successful.
Finally, turn on the app trigger.
Now the flow bot is ready to use!‍‍

Advanced Integration Flow of Microsoft Teams and Zendesk

This time, we introduced a "Flow Bot that notifies Microsoft Teams when a ticket is created in Zendesk."
This saves you the trouble of checking for new tickets in Zendesk.
At Yoom, we also offer other templates using Microsoft Teams and Zendesk.
Let me introduce one, so please feel free to try it out below.‍

"When there is a response to a form, create an employment contract, register it with SmartHR and Microsoft Excel, and notify Microsoft Teams."

• Have new employees fill out a form with their information and issue an employment contract based on the entered information
• Send an email with the employment contract attached to the new employee
• Register the employee as new in SmartHR
• Add a record to Microsoft Excel (if managing employee information here)
• Send a flow completion message to Microsoft Teams

This is the flow.
If you share the registration form with new employees before they join, the employment contract will already be prepared by their start date.
Using the form information also frees you from tedious data entry tasks.

Summary

By integrating Microsoft Teams and Zendesk, you can prevent missed ticket responses and automate workflows.
Companies adopting remote work are likely to see improved overall efficiency and increased productivity across the team!

In this case, we used Microsoft Teams for notifications, but you can customize it for other apps like Slack.
Yoom supports your work efficiency!

Microsoft Teamsで投稿されたメッセージを翻訳して、翻訳版を投稿する

翻訳版を投稿することで、言語の壁を越えてチームメンバー全員が円滑にコミュニケーションを取ることが可能になります。

案件やレコードが登録されたら、Microsoft Teamsに通知する

案件やレコードの登録と同時にMicrosoft Teamsに通知が届くため、チームメンバーはすぐに案件情報を把握することができます。

Zendeskを活用した自動化例

タスクが登録されたらZendeskに追加する

Zendeskへの追加を自動化することができ、タスク管理における正確性が向上するはずです。

特定のメールを受信したらZendeskにチケットを作成する

頻繁にメールをチェックせずとも、Zendesk上で営業活動や問い合わせ対応をスムーズに進められます。

Microsoft TeamsとZendeskを連携するメリットと自動化例

メリット1: サポートチケットの対応漏れ防止

Microsoft TeamsとZendeskを連携することで、作成されたサポートチケットが自動的に通知されるようになり、スピーディーな対応が実現するでしょう。
昨日問い合わせしたのに、まだ回答がない！というトラブルも防げるようになるはずです。
通知を受け取った‍担当者がすぐに対応できるようになることで、顧客満足度の向上にも寄与します。‍

メリット2: チーム連携の強化

Microsoft TeamsとZendeskを連携することで、チームメンバーがリアルタイムでサポートチケットの情報を共有でき、解決策を検討できるようになると予想されます。
‍チーム全体でディスカッションしながら問題に着手することで、解決までのスピードが速くなるはずです。‍

メリット3: 面倒なワークフローの自動化

Microsoft TeamsとZendeskの連携により、逐一サポートチケットを確認する作業をなくせるかもしれません。
チケットの作成状況をZendeskにアクセスして確認する手間が削減されることで、作業負担が軽減され、その他の業務にかける時間を増やせるはずです。
煩雑な作業が減ることで、チーム全体の効率アップが期待できます。

まとめ

Microsoft TeamsとZendeskを連携することにより、チケットの対応漏れ防止やワークフローの自動化が実現できますね。
リモートワークを取り入れてる会社ではさらに業務全体の効率が向上し、チーム全体の生産性が高まりそうです！

今回は通知させるアプリをMicrosoft Teamsとしましたが、Slackなど他のアプリにカスタマイズすることも可能ですよ。
Yoomはあなたの業務効率化をサポートします!