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!
Recommended for
Those who utilize Microsoft Teams and Zendesk
Those considering integrating Microsoft Teams and Zendesk to improve work efficiency
Those managing inquiries by integrating Microsoft Teams and Zendesk
Those who want to speed up customer interactions by integrating Microsoft Teams and Zendesk
For those who want to try it immediately
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]
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 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.
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 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.
Step 3: Set the Action
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!
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.
Analyze the content of Zendesk tickets using AI and send alerts to Microsoft Teams.
■Overview The workflow to analyze Zendesk ticket content with AI and send alerts to Microsoft Teams is ideal for those aiming to streamline support operations. It enables a rapid response environment for the entire team, leading to improved customer satisfaction.
■Who This Template is Recommended For - Teams using Zendesk for customer support - Those using Microsoft Teams daily and wishing to facilitate communication - Administrators seeking quick responses based on the importance of support tickets - Executives seeking to enhance team productivity through workflow automation - IT personnel looking to improve support quality using AI
■Notes - Please connect both Zendesk and Microsoft Teams with Yoom. - Microsoft365 (formerly Office365) offers both home and general business (Microsoft365 Business) plans; authentication may fail if you are not subscribed to the general business plan. - Zendesk is an app available only in Team Plan and Success Plan. If using the Free Plan or Mini Plan, operations or data connections set in the flow bot will result in an error, so please be careful. - Paid plans like the Team Plan or Success Plan offer a 2-week free trial. Restricted apps can be used during the free trial. - Triggers can be selected to activate at intervals of 5, 10, 15, 30, 60 minutes. - Please note the shortest activation interval varies by plan.
■ Overview The flow 'Notify Microsoft Teams when a task is updated in Wrike' is a business workflow that improves project management efficiency. Whenever a task status is changed in Wrike, a notification is automatically sent to Microsoft Teams. This allows for smooth information sharing among team members and quick understanding of project progress.
■ Recommended for - Those managing projects using Wrike and Microsoft Teams - Leaders who want to streamline team communication - Project managers who wish to quickly share task update information - Personnel who need to promptly understand project progress
■ Notes - Please integrate Wrike and Microsoft Teams with Yoom individually. - The trigger can be set at intervals of 5, 10, 15, 30, or 60 minutes. - Note that the shortest trigger interval varies depending on the plan. - Microsoft365 (formerly Office365) includes home plans and general corporate plans (Microsoft365 Business). Authentication may fail if you are not subscribed to the general corporate plan. - Branching is a feature available from the Mini Plan and above (operations). Setting a flow bot operation under the free plan will result in an error, so please be aware. - Paid plans such as the Mini Plan offer a two-week free trial. During the free trial, you can use apps and features (operations) that are subject to restrictions.
■Overview The "Notify Microsoft Teams when an Issue is updated in GitLab" workflow enhances collaboration within development teams. When updates such as status changes or comments are made to an issue in GitLab, notifications are automatically sent to Microsoft Teams.
■Recommended for - Development team leaders using GitLab and Microsoft Teams - Project managers who want to efficiently share project progress within the team - Engineers who wish to respond immediately without missing issue updates - Individuals looking to automate communication among team members to improve work efficiency - IT personnel in companies aiming to increase transparency in the development process
■Notes - Please integrate both GitLab and Microsoft Teams with Yoom. - Microsoft365 (formerly Office365) has plans for home and general businesses (Microsoft365 Business); failing to subscribe to the business plan may result in authentication failure. - Triggers can be set at intervals of 5, 10, 15, 30, or 60 minutes. - Please note that the shortest trigger interval varies depending on the plan.
■Overview The 'Notify Microsoft Teams when a Backlog issue is updated' workflow is a business workflow that facilitates smooth project management and communication. Whenever 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 leaks and communication delays, achieving efficient project management.
■Recommended for ・Project managers who use Backlog and Microsoft Teams regularly ・Leaders who want to quickly share issue progress with team members ・IT personnel of companies aiming to improve business efficiency by reducing time lags in information sharing ・Those aiming to improve business processes occupied by manual notification settings
■Notes ・Please integrate each of Backlog and Microsoft Teams with Yoom. ・The trigger can be set at intervals of 5, 10, 15, 30, or 60 minutes. ・Note that the shortest trigger interval varies depending on the plan. ・Microsoft365 (formerly Office365) has home plans and general corporate plans (Microsoft365 Business), and authentication may fail if you are not subscribed to a general corporate plan.
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.
Notify Microsoft Teams when a record is registered in JUST.DB.
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!
With Yoom, you can easily build the kind of collaboration described here without programming knowledge.
I have gained approximately three years of experience in the financial sector since graduating. Due to the nature of the industry, there were many manual tasks, and I often thought that automating them would allow us to focus on other work. It was during this time that I discovered Yoom. As I write blogs, I am continually impressed by the convenience of Yoom. I strive to maintain a clear and understandable structure.
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