Have you ever needed to create a ticket in Zendesk based on interactions in Microsoft Teams? It's an essential flow for visualizing customer support, but if you have a high volume or frequency of ticket creation, it can be a bit of a hassle... That said, you probably want to create tickets as quickly as possible to share with other team members.
The solution to this problem is the API integration between Microsoft Teams and Zendesk. By leveraging the API, you can automate the creation of new tickets, notifications, and updates!
In this article, we will specifically introduce the automation flows that can be achieved by integrating Microsoft Teams and Zendesk. If you're considering streamlining your operations, be sure to check it out!
For those who want to try it out quickly
By using Yoom, you can easily integrate Microsoft Teams and Zendesk without any coding.
Yoom provides templates for integrating Microsoft Teams and Zendesk, so you can achieve integration immediately just by signing up, even without any API knowledge.
What You Can Do by Integrating Microsoft Teams and Zendesk
By integrating the APIs of Microsoft Teams and Zendesk, you can automatically transfer data from Microsoft Teams to Zendesk!
Simply click "Try it out" on the automation example you're interested in and register an account to immediately experience the integration of Microsoft Teams and Zendesk. Registration takes just 30 seconds, so feel free to give it a try!
Create a Ticket in Zendesk When a Post is Made in a Microsoft Teams Channel
You can extract content from a Microsoft Teams post and create a ticket. Automate the process to eliminate redundant tasks.
Let's Create a Microsoft Teams and Zendesk Integration Flow
Now, let's create a flow that integrates Microsoft Teams and Zendesk!
This time, we'll use Yoom to proceed with the integration of Microsoft Teams and Zendesk without any coding. If you don't have a Yoom account yet, please create one using this registration form.
[What is Yoom]
This time, we will create a flow bot that integrates data into Zendesk when a post is made in a Microsoft Teams channel!
The creation process is broadly divided into the following steps:
Integrate Microsoft Teams and Zendesk with My Apps
Copy the template
Set the trigger in Microsoft Teams and the action in Zendesk
Turn on the trigger to complete the flow setup
Step 1: Integrate My App
Integrating My App first will make the subsequent settings proceed smoothly. First, let's integrate your current Microsoft Teams with Yoom. Select My App → "+ Add" from the left side of the Yoom page.
Search for Microsoft Teams. When the sign-in screen appears, please enter your email address and password.
*Microsoft 365 (formerly Office 365) has both a home plan and a general business plan (Microsoft 365 Business), and if you are not subscribed to the general business plan, authentication may fail.
Next, integrate with Zendesk. Please configure the required fields.
The API can be checked from the following screen in Zendesk. For more details, please refer to here for the settings.
Once the connection with Microsoft Teams and Zendesk is complete and displayed in My App, it's OK.
Step 2: Copy the Template
From here, we will create the flow. Open the template page and click 'Try it'.
As you proceed, the template will automatically be copied to your workspace, and the following screen will be displayed.
Select OK and proceed to the next step. The template will be saved in My Projects. You can change the template name if necessary. Click on My Projects on the left to display the template you just copied. Click on the ellipsis (...) on the right and select Edit.
Step 3: Microsoft Teams Trigger Settings
Now, let's set up the app trigger. Select "When a message is sent to a channel".
You can change the title as desired. Check the account information you linked earlier, do not change the trigger action, and proceed to the next step. Enter the required fields.
This setting determines how many minutes after a message is sent to a Microsoft Teams channel this trigger will activate.
Trigger Activation Interval: You can choose from intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The selection of activation intervals may vary depending on the plan.
Team ID & Channel ID: Click the relevant field to display a menu. Click the red-framed option and select a channel from the displayed options.
Here, make a test post to the channel you specified earlier.
Return to Flowbot and click Test. If the integration is successful, the message content will be displayed in the output at the bottom of the screen. By referencing this output during the subsequent action settings, you can achieve data integration between Microsoft Teams and Zendesk! Once you have done this, save your work.
Step 4: Set Up Data Extraction from Text
Next, click "Extract Data from Text".
Please also check your account information here. Select the conversion type from the options below and proceed to the next step. Note that tasks within parentheses will be consumed. About Counting "Task Executions"
Set the required fields as shown in the image.
Target Text: Select from the form output "When a message is sent to a channel".
*Items selected from the output will be displayed with a red frame. This indicates that the value is being referenced, allowing you to use the value obtained by the trigger as is. If you set fixed text here, the extraction result of that text will appear every time the flow is activated, so be sure to select from the output.
Once the settings are complete, test it, and if the extraction result is displayed in the output, save it.
Step 5: Set Up Ticket Creation in Zendesk
Next, to set up ticket creation in Zendesk using the extracted items from the Microsoft Teams message content, click "Create Ticket".
Note: Zendesk is an app available only on some paid plans. For other plans, the operations or data connections of the flowbot being set will result in an error, so please be careful. However, a 2-week free trial of the paid plan is available. During the free trial, you can use the restricted apps.
As before, check the linked account information and proceed to the next step. Set the required fields.
Subject & Details: Use the output obtained earlier to set this.
By clicking the box as shown in the image, you can select the data extracted earlier. By inserting this data, you can achieve automatic ticket creation based on Microsoft Teams data.
Set other items as desired.
Once the settings are complete, test and save. Note: Testing will create a ticket in Zendesk, so please be careful.
Step 6: Turn ON the Trigger to Complete Startup Preparation
When the following image is displayed, turn on the trigger. With this, all settings are complete, so check if a ticket is created in Zendesk when a post is made to a channel in Microsoft Teams.
This was the method for "Creating a Ticket in Zendesk When a Post is Made to a Channel in Microsoft Teams".
If You Want to Integrate Zendesk Data into Microsoft Teams
This time, we introduced how to integrate data from Microsoft Teams to Zendesk, but if you want to perform data integration from Zendesk to Microsoft Teams, please also use the following template.
Notify Microsoft Teams When a Ticket is Updated in Zendesk
This flow is recommended for those who use Zendesk as a task management tool and share information on Microsoft Teams. Prevent missing information updates.
Notify Microsoft Teams when a ticket is updated in Zendesk.
■Overview The flow "Notify Microsoft Teams when a ticket is updated in Zendesk" is a business workflow that enhances the efficiency of customer support operations and promotes information sharing within the team. By utilizing Yoom's API integration, it automatically sends notifications to Microsoft Teams when a ticket is updated in Zendesk. This allows the entire support team to quickly grasp the latest situation, enabling prompt responses.
■Recommended for ・Customer support personnel who feel information sharing is cumbersome when using both Zendesk and Microsoft Teams ・Team leaders who want to share quick ticket update information within the support team ・IT personnel who wish to manage Zendesk tickets more smoothly ・Executives looking to improve work efficiency through workflow automation
■Cautions ・Please integrate Zendesk and Microsoft Teams with Yoom. ・Zendesk is an application available only on Team Plan and Success Plan. In the case of Free Plan or Mini Plan, the flow bot operations and data connect that are set will result in errors, so please be cautious. ・Paid plans such as Team Plan or Success Plan offer a 2-week free trial. You can use restricted apps during the free trial. ・Triggers can be set to intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. ・The shortest trigger interval may vary depending on the plan, so please be cautious. ・Microsoft365 (formerly Office365) has personal and general corporate plans (Microsoft365 Business). There may be authentication failures if you are not subscribed to the general corporate plan.
Notify Microsoft Teams when a ticket is created in Zendesk
Of course, you can also automatically notify when a ticket is created, not just updated. This can help prevent missing customer interactions!
Other Automation Examples Using Microsoft Teams and Notion APIs
By leveraging the APIs of Microsoft Teams and Notion, various automations can be achieved! How about the following automations, for example?
Automation Examples Using Microsoft Teams
Communication tools like Microsoft Teams are highly versatile, allowing you to experience the benefits of business automation through integration with various apps! Primarily, it is possible to notify about data additions and updates, and to reflect Microsoft Teams data in other apps.
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When a message is posted on Microsoft Teams, create a folder in OneDrive based on the message content.
■Overview This is a flow where a folder is created in OneDrive based on the message content when a message is posted on Microsoft Teams. Using Yoom, you can easily connect apps without programming.
■Recommended for: 1. Those who use Microsoft Teams to communicate with members ・People who want to efficiently manage daily message content and have quick access to necessary information ・Those who want to organize interactions with members and prevent shared information from being overlooked
2. Those who utilize OneDrive for file management ・People who want to reduce the hassle of manually organizing files and improve work efficiency through automation ・Those who want to automatically create folders based on message content to ensure important information is stored without omission
■Notes ・Please link both Microsoft Teams and OneDrive with Yoom. ・The trigger can be set to activate at intervals of 5, 10, 15, 30, or 60 minutes. ・Please note that the minimum activation interval varies depending on the plan. ・Microsoft365 (formerly Office365) has home and general business plans (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.
■Overview In environments where Microsoft Teams and Slack are used together, do you feel burdened by missed information checks or manual re-entry between tools? Missing important messages or sharing by copying and pasting each time causes communication delays and inefficiency. By using this workflow, posting a message to a specific Microsoft Teams channel can trigger an automatic notification to a designated Slack channel, facilitating smooth cross-tool information sharing.
■Who we recommend this template for ・Those who use both Microsoft Teams and Slack and want to eliminate omissions and effort in information sharing ・Those who feel challenges with smooth collaboration because different chat tools are used across departments or teams ・Those who want to automate manual information transfer and prevent communication loss
■Notes ・Please connect Yoom with both Microsoft Teams and Slack. ・Microsoft 365 (formerly Office 365) offers consumer plans and general business plans (Microsoft 365 Business). If you are not subscribed to a business plan, authentication may fail. ・You can select the trigger interval from 5, 10, 15, 30, or 60 minutes. ・The minimum trigger interval varies by plan, so please be aware.
■Overview The flow 'When a message with specific conditions is posted on Microsoft Teams, create a meeting on Zoom and notify' is a business workflow that streamlines communication and meeting coordination. For example, when a message containing specific keywords is posted within Teams, a Zoom meeting is automatically created, and the meeting link is notified, enabling quick meeting setup. This eliminates the hassle of manually setting up meetings and sharing links, allowing the team to collaborate more efficiently.
■Recommended for - Team leaders and administrators who regularly use Microsoft Teams and Zoom - Business users who want to quickly set up meetings in response to specific triggers in chat - Those who feel that manual meeting setup and link sharing take up time and want to improve work efficiency - Executives and project managers who want to smoothen team communication and promote quick decision-making
■Notes - Please integrate both Microsoft Teams and Zoom with Yoom. - Triggers can be set to activate at intervals of 5, 10, 15, 30, or 60 minutes. - The shortest activation interval varies depending on the plan, so please be aware. - 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. - Branching is a feature (operation) available with the Mini Plan or higher. In the case of the Free Plan, the operation of the flow bot set will result in an error, so please be aware. - Paid plans such as the Mini Plan offer a 2-week free trial. During the free trial, you can use restricted apps and features (operations).
■Overview Are you manually creating tickets in Zendesk for inquiries that arrive in Gmail? While this task is simple, there is no room for missed responses or input errors, and it often becomes a heavy burden. By using this workflow, a ticket is automatically created in Zendesk just by receiving an email in Gmail with a specific label, enabling you to streamline manual response tasks and speed up customer support.
■Recommended for ・Customer support staff who manage inquiries received via Gmail in Zendesk ・Those who are concerned about missed responses or delays caused by manual ticket creation ・Those who want to automate inquiry handling and improve team productivity
■Notes ・Please connect Yoom with both Gmail and Zendesk. ・Zendesk is available only on the Team and Success plans. On the Free and Mini plans, the Flowbot operations and Data Connect configured will result in errors, so please be aware. ・Paid plans such as the Team plan and Success plan offer a two-week free trial. During the free trial, you can use apps that are otherwise restricted. ・You can choose trigger intervals of 5, 10, 15, 30, or 60 minutes. ・The minimum trigger interval varies by plan; please note.
■Overview Are you manually copying customer inquiry tickets received in Zendesk to Trello's task board? This work tends to cause human errors such as missed follow-ups and input mistakes, and can hinder prompt customer responses. By using this workflow, when a new ticket is created in Zendesk, a task (card) is automatically added to Trello, smoothly resolving these information handoff challenges.
■Recommended for ・Those who use Zendesk and Trello together and manually copy ticket details ・Team leaders who want to prevent missed or delayed responses to customer support inquiries ・Those who want to automate routine tasks across multiple tools and focus on core work
■Notes ・Please connect both Zendesk and Trello to Yoom. ・Zendesk is available only on the Team plan and Success plan. On the Free plan or Mini plan, configured Flowbot operations and Data Connect will result in errors, so please be aware. ・Paid plans such as the Team plan and Success plan offer a two-week free trial. During the free trial, you can use apps that are otherwise restricted. ・For the trigger, you can choose a run interval of 5, 10, 15, 30, or 60 minutes. ・The minimum run interval varies by plan, so please note.
By integrating Microsoft Teams data with Zendesk, adding and sharing tickets should become smoother than ever before. This integration saves you the hassle of regularly accessing Zendesk to create tickets, reduces the burden of manual input, and increases the potential for efficient work!
Moreover, the key point of this integration is that it can be achieved without programming knowledge. With Yoom, such app integrations become easily possible. It's easy to implement even for beginners in app integration, so register with Yoom now and introduce automation!
Take this opportunity to experience the benefits of automation!
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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