How to Notify Microsoft Teams When a Ticket is Created in Zendesk

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How to Create an Integration Flow between Microsoft Teams and Zendesk

Let's quickly integrate the two apps using Yoom!
This time, we will explain how to create a flow bot that "notifies Microsoft Teams when a ticket is created in Zendesk."

‍Step 1: My App Integration

‍First, connect the Microsoft Teams you are using with Yoom.
Select My Apps → New Connection → Microsoft Teams from the left side of the Yoom page.
When the sign-in screen appears, enter your email address and password.

※ Microsoft365 (formerly Office365) has a home plan and a general business plan (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.

Microsoft Teams will be added to My Apps.

Next, connect Zendesk.
Similarly, select My Apps → New Connection → Zendesk from the left side of the Yoom page.

※ Zendesk is an app that can only be used with the Team Plan and Success Plan.
A 2-week free trial is available, so if you are considering it, please give it a try.

You will need to register your account name and access token.
Please refer to the help page for registration.

Once entered, press Add.
It's OK once both apps are integrated into My Apps.

Next, copy the template to My Projects and create the flow bot.
If you haven't copied it yet, please copy the flow bot template from below.

Step 2: Set the Trigger

Now, let's set up the app trigger.
Select "When a ticket is created".

The account you linked earlier will appear, so please confirm it's correct.
Keep the trigger action as is, and proceed to the next step.
The trigger activation interval will 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, let's set up the action.
Click "Notify Microsoft Teams".
Again, confirm that the account information you linked earlier is correct.
Proceed to the next screen.

Select the team ID and channel ID from the options.
You can customize the message using the necessary information from the output.
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!‍‍

Other Automation Examples Using Microsoft Teams and Zendesk

In addition to the flow introduced this time, you can achieve various business automations by utilizing the APIs of Microsoft Teams and Zendesk.
All of them can be used with simple settings, so if you find something interesting, please give it a try!

Other Automation Examples with Microsoft Teams and Zendesk

You can create a ticket in Zendesk when a post is made to a channel in Microsoft Teams, or analyze ticket content with AI and notify alerts to Microsoft Teams.
Furthermore, by integrating with Dify, it is also possible to create response content with Dify when a ticket is created and notify it.

Automation Example Using Microsoft Teams

Notify on Microsoft Teams When Information is Updated

Information sharing among team members becomes smoother, allowing for quick understanding of project progress.

Translate messages posted on Microsoft Teams and post the translated version

By posting the translated version, all team members can communicate smoothly across language barriers.

Notify Microsoft Teams when a project or record is registered

As soon as a project or record is registered, a notification is sent to Microsoft Teams, allowing team members to immediately understand the project information.

Examples of Automation Using Zendesk

Add to Zendesk When a Task is Registered

Automating the addition to Zendesk can improve accuracy in task management.

Create a ticket in Zendesk when a specific email is received

You can smoothly proceed with sales activities and inquiry responses on Zendesk without frequently checking emails.

Benefits and Automation Examples of Integrating Microsoft Teams with Zendesk

Benefit 1: Preventing Support Ticket Oversight

By integrating Microsoft Teams with Zendesk, support tickets that are created can be automatically notified, enabling a speedy response.
This integration should help prevent issues like "I inquired yesterday, but haven't received a response yet!"
When the notified ‍person in charge can respond immediately, it also contributes to improved customer satisfaction. ‍

Benefit 2: Strengthening Team Collaboration

Integrating Microsoft Teams with Zendesk is expected to allow team members to share support ticket information in real-time and consider solutions.
‍By tackling issues through team-wide discussions, the speed to resolution should increase. ‍

Benefit 3: Automating Tedious Workflows

The integration of Microsoft Teams and Zendesk might eliminate the need to check support tickets one by one.
By reducing the effort to access Zendesk to check the status of ticket creation, the workload is lightened, potentially increasing the time available for other tasks.
With fewer tedious tasks, the overall efficiency of the team is expected to improve.

Conclusion

Integrating Microsoft Teams with Zendesk can prevent ticket oversight and automate workflows.
In companies that have adopted remote work, the overall efficiency of operations is likely to improve, boosting the productivity of the entire team!

This time, we used Microsoft Teams as the notification app, but it is also possible to customize it to other apps like Slack.
Yoom supports your work efficiency improvement!