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

Step 2: Set the Trigger

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

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The account you linked earlier will appear, so please check to make sure 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/".

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Test → Save if the test is successful.

‍Step 3: Set the Action

‍Next, let's set up the action.
Click "Notify Microsoft Teams".

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Again, check to make sure there are no errors in the account information you linked earlier.

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Proceed to the next step to see the following screen.

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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!

Other Automation Examples Using Microsoft Teams and Zendesk

In addition to the flow introduced this time, you can achieve various business automations by using 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 in Microsoft Teams.
Furthermore, by integrating with Dify, it is also possible to create response content with Dify when a ticket is created and send notifications.‍‍

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.

Notify Microsoft Teams when a project or record is registered

As notifications are sent to Microsoft Teams simultaneously with the registration of projects or records, team members can immediately grasp the project information.

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.

Example of Automation Using Zendesk

Add when a ticket is created in Zendesk

Information is added automatically, eliminating the need for manual data transcription and improving work efficiency.

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 carry out sales activities and handle inquiries 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 swift response.
This integration can help prevent issues like "I contacted you yesterday, but haven't received a response yet!"
When the notified ‍person in charge can respond immediately, it also contributes to improving 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 hassle of accessing Zendesk to check the status of ticket creation, the workload is lightened, potentially increasing the time available for other tasks.
With fewer complex tasks, the overall efficiency of the team is expected to improve.

Conclusion

By integrating Microsoft Teams with Zendesk, you can prevent ticket oversight and automate workflows.
In companies adopting remote work, the overall efficiency of operations is likely to improve, boosting the productivity of the entire team!

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