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As more companies adopt remote work, the importance of communication tools and customer service support tools is increasingly growing. Among them, the integration of Microsoft Teams and Zendesk is becoming an essential tool to meet these needs. Microsoft Teams clarifies communication between teams, while Zendesk is a platform to streamline customer support.
With the integration of these two apps, you can view Zendesk ticket information within Microsoft Teams, speeding up support responses. This enables the delivery of necessary information to stakeholders, which should also lead to optimized staffing!
In this article, we will explain how to integrate Microsoft Teams and Zendesk using Yoom and the benefits of doing so. If you aim to streamline customer interactions, please read to the end!
In this article, we introduce a method of integration using the no-code tool "Yoom." No complicated settings or operations are required, and even non-engineers can easily achieve this. You can start right away using the template below, so please give it a try!
[What is Yoom]
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."
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 team plans and success plans.
A two-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, it's OK.
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.
Now, let's set up the app trigger.
Select "When a ticket is created".
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/".
Test → Save if the test is successful.
Next, let's set up the action.
Click "Notify Microsoft Teams".
Again, check to make sure there are no errors in the account information you linked earlier.
Proceed to the next step to see the following screen.
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!
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!
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.
■Overview
The workflow that analyzes Zendesk ticket content with AI and notifies alerts to Microsoft Teams is ideal for those aiming to streamline support operations.
It enables the creation of an environment where the entire team can respond quickly, leading to improved customer satisfaction.
■Recommended for
■Benefits of using this template
■Overview
This is a flow where, when a ticket is created in Zendesk, a response is generated in Dify and notified to Microsoft Teams.
By using Yoom, you can easily integrate between apps without the need for programming.
■Recommended for
1. Customer support teams handling customer inquiries in Zendesk
・Those who handle numerous inquiries daily
・Managers working on improving operational efficiency
2. Those using Dify in their operations
・Those aiming to optimize operations using AI
■Benefits of using this template
When a ticket is created in Zendesk, a response draft is automatically generated in Dify and notified to Microsoft Teams, streamlining inquiry handling.
The person in charge can review the content before presenting a response to the customer, allowing for necessary modifications.
■Notes
・Please integrate Yoom with Zendesk, Dify, and Microsoft Teams respectively.
・Zendesk is an app available only with the Team Plan and Success Plan. If you are on the Free Plan or Mini Plan, the operations and data connections set in the flow bot will result in errors, 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 apps that are subject to restrictions.
・For how to integrate Dify with My Apps, please refer to here.
・Microsoft365 (formerly Office365) has plans for home use and general business use (Microsoft365 Business). If you are not subscribed to the general business plan, authentication may fail.
・Triggers can be set to activate at intervals of 5, 10, 15, 30, or 60 minutes.
・Please note that the shortest activation interval varies depending on the plan.
Information sharing among team members becomes smoother, allowing for quick understanding of project progress.
■Overview
The "Notify Microsoft Teams when a task is updated in Wrike" flow is a business workflow that streamlines project management.
When the status of a task is changed in Wrike, a notification is automatically sent to Microsoft Teams.
This facilitates smooth information sharing among team members and allows for quick understanding of project progress.
■Recommended for
■Benefits of using this template
■Overview
The flow "Notify Microsoft Teams when an issue is updated in GitLab" is a business workflow that enhances collaboration within development teams.
When updates such as status changes or comment additions are made to issues in GitLab, notifications are automatically sent to Microsoft Teams.
■Recommended for
■Benefits of using this template
■Overview
The "Notify Microsoft Teams when a Backlog issue is updated" workflow is a business workflow that streamlines project management and communication.
Every time an issue is updated in Backlog, a notification is automatically sent to Microsoft Teams, allowing the entire team to understand the progress in real-time.
This prevents information sharing omissions and communication delays, enabling efficient project management.
■Recommended for
■Benefits of using this template
Since notifications are automatically sent to Microsoft Teams when a Backlog issue is updated, the hassle of manual notifications is eliminated.
Notifications allow you to quickly grasp issue updates, enabling you to take necessary actions promptly.
Automation smooths information sharing across the entire team, enhancing communication.
As notifications are sent to Microsoft Teams simultaneously with the registration of projects or records, team members can immediately grasp the project information.
■Overview
This is a flow that notifies Microsoft Teams when a record is registered in JUST.DB.
■Recommended for
1. Data Management Team
・Teams that want to quickly grasp and share the addition of data managed in JUST.DB among all team members
・Departments that need to respond immediately when a record is added
2. Project Management Team
・Teams that want to receive real-time notifications when project-related data is registered in JUST.DB
・Departments that want to quickly understand the progress of projects and share it with all team members
3. Sales Department
・Departments that want to quickly notify the entire sales team when new customer information or sales data is added to JUST.DB
4. Customer Support Team
・Teams that want to respond quickly when new customer support requests or complaints are registered in JUST.DB
5. Marketing Department
・Departments that want to receive real-time notifications when new data is added to JUST.DB and quickly respond to campaign effectiveness measurement and data analysis
■Benefits of Using This Template
・Since notifications are automatically sent to Microsoft Teams as soon as a record is registered in JUST.DB, quick response is possible.
・It enables business efficiency and real-time response, optimizing resources and scalability, enhancing team collaboration, and enabling proactive responses.
■Notes
・Please link JUST.DB and Microsoft Teams with Yoom.
・Microsoft365 (formerly Office365) has plans for home use and general corporate use (Microsoft365 Business), and if you are not subscribed to the general corporate plan, authentication may fail.
■Overview
This flow notifies Microsoft Teams when a new item is registered in Brushup.
By integrating Brushup with Microsoft Teams, you can automatically notify Microsoft Teams of items registered in Brushup, eliminating any gaps or omissions in information management.
■Notes
・Please integrate both Brushup and Microsoft Teams with Yoom.
・Microsoft365 (formerly Office365) has both a home plan and a general business plan (Microsoft365 Business). If you are not subscribed to the general business plan, authentication may fail.
■Overview
This is a flow that notifies Microsoft Teams when a new card is created in Trello.
■Recommended for
1. Members of teams using Trello
・Those who want to be aware of card additions to Trello in real-time
・Those who want to quickly share Trello updates with team members
2. Team leaders and managers
・Those who want to keep track of Trello updates to aid in team progress management
・Those who do not want to miss important card additions to specific boards or lists in Trello
・Those who want to easily check Trello information by receiving notifications in Microsoft Teams
■Benefits of using this template
Trello is a convenient tool for team task management, but there are times when you may not notice that a new card has been created, leading to delayed responses. It is even more challenging to constantly check Trello boards when team members are handling different tasks.
By utilizing this flow, team members can immediately recognize when a new card is created through Microsoft Teams notifications, allowing for prompt responses and smoother progress of the overall project.
Additionally, Microsoft Teams' notification feature can be used regardless of time or location, enabling team members to always stay updated on the latest task information, no matter where they are.
■Notes
・Please integrate Trello and Microsoft Teams with Yoom.
・Microsoft365 (formerly Office365) has both a home plan and a general business plan (Microsoft365 Business). If you are not subscribed to the general business plan, authentication may fail.
By posting the translated version, all team members can communicate smoothly across language barriers.
Information is added automatically, eliminating the need for manual data transcription and improving work efficiency.
■Overview
This flow adds a newly created ticket in Zendesk to a Google Sheets database.
■Recommended for
1. Customer support teams using Zendesk
・Those who want to list and analyze tickets generated in Zendesk using Google Sheets
・Those who want to reduce the hassle of manually syncing ticket information between Zendesk and Google Sheets
・Those who want to always check the latest ticket information in Google Sheets
2. Those who work based on Zendesk ticket information
・Those who want to import ticket information into Google Sheets for detailed analysis
・Those who want to graph ticket data or aggregate it using pivot tables
■Benefits of using this template
Zendesk is an excellent tool for efficiently managing customer support, but manually transferring newly created tickets to Google Sheets can lead to transcription errors and information omissions.
By utilizing this flow, you can add ticket information created in Zendesk to a Google Sheets database.
This eliminates the need for support staff to manually enter data, allowing them to focus on more important tasks such as customer support. It also prevents data entry errors and information omissions, enabling efficient ticket management.
■Notes
・Please integrate both Zendesk and Google Sheets with Yoom.
・Zendesk is an app available only with the Team Plan and Success Plan. If you are on the Free Plan or Mini Plan, the operations and data connections set in the flow bot will result in errors, 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 apps that are normally restricted.
■Overview
This flow adds a new ticket created in Zendesk to a Microsoft Excel database.
■Recommended for
1. Customer support teams using Zendesk
・Those who want to reduce the effort of manually syncing ticket information between Zendesk and Microsoft Excel
・Those who want to always check the latest ticket information in Microsoft Excel
2. Those who work based on Zendesk ticket information
・Those who want to import ticket information into Microsoft Excel for detailed analysis
■Benefits of using this template
While Zendesk is a tool that streamlines customer support operations, manually transferring tickets to a Microsoft Excel database is burdensome for support staff and poses risks of errors and information leaks.
By implementing this flow, ticket information is automatically added to the Microsoft Excel database whenever a new ticket is created in Zendesk. This frees support staff from manual data entry, allowing them to focus on more important tasks such as customer support.
■Notes
・Please connect both Zendesk and Microsoft Excel with Yoom.
・Zendesk is an app available only with the Team Plan and Success Plan. If you are on the Free Plan or Mini Plan, the operations and data connections set in the flow bot will result in errors, so please be aware.
・Paid plans such as the Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are normally restricted.
・Microsoft365 (formerly Office365) has both a Home Plan and a Business Plan (Microsoft365 Business). If you are not subscribed to the Business Plan, authentication may fail.
Automating the addition to Zendesk can improve accuracy in task management.
You can smoothly carry out sales activities and handle inquiries on Zendesk without frequently checking emails.
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.
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.
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.
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!
