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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!
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.
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!
You can extract content from a Microsoft Teams post and create a ticket.
Automate the process to eliminate redundant tasks.
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:
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.
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.
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.
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.
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.
*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.
About Output | Yoom Help Center
Once the settings are complete, test it, and if the extraction result is displayed in the output, save it.
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.
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.
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".
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.
This flow is recommended for those who use Zendesk as a task management tool and share information on Microsoft Teams.
Prevent missing information updates.
■Overview
The flow "Notify Microsoft Teams when a ticket is updated in Zendesk" is a business workflow that streamlines customer support operations and promotes information sharing within the team.
By utilizing Yoom's API integration, it enables an automatic notification to be sent to Microsoft Teams whenever a ticket is updated in Zendesk.
This allows the entire support team to quickly grasp the latest situation and respond promptly.
■Recommended for
■Benefits of using this template
Of course, you can also automatically notify when a ticket is created, not just updated. This can help prevent missing customer interactions!
By leveraging the APIs of Microsoft Teams and Notion, various automations can be achieved!
How about the following automations, for example?
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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■Overview
This flow adds new responses from a survey form to Microsoft Excel and notifies Microsoft Teams.
By integrating the survey form with Microsoft Excel and Microsoft Teams, you can eliminate the need to operate each app individually or repeatedly enter data, allowing for smoother business operations.
Furthermore, since responses are automatically added to Microsoft Excel and notifications are sent to Microsoft Teams, you can prevent any information management oversights or omissions.
■Notes
・Please integrate both Microsoft Excel and Microsoft Teams with Yoom.
・Microsoft365 (formerly Office365) offers 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
When a message is sent to a specific channel in Microsoft Teams, the content of that message is notified to Slack.
You can automatically share information to another chat without accessing Microsoft Teams.
◼️Setup Instructions
① Select the app trigger from the trigger, press Microsoft Teams, and perform the following settings, then save.
・Trigger Action: When a message is sent to the channel
・Launch Interval: Typically set to a minimum of 5 minutes.
・Team ID: Select the specified team ID from the options.
・Channel ID: Select the specified channel ID from the options.
・Test: Send a message to the target channel and press test.
② Select the operation to integrate with the app from the plus mark, press Slack, and perform the following settings, then save.
・Action: Send a message to the channel
・Channel ID to post: Select the specified channel ID from the options.
・Message Content: Embed the output of the message content obtained in step ① as {{message content}}.
※ For how to embed the output obtained in the previous step into subsequent operations, see here.
◼️Notes
・It is necessary to set up account integration for both Microsoft Teams and Slack.
・For integration (My App registration), see here.
・Feel free to replace the Slack notification channel ID and message content with any values you prefer.
・Microsoft365 (formerly Office365) has both a home plan and a general business plan (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.
■Overview
This is a flow that creates a folder in OneDrive based on the message content when a message is posted on Microsoft Teams.
By using Yoom, you can easily connect apps without the need for programming.
■Recommended for
1. Those who use Microsoft Teams to communicate with members
・Those 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 information sharing omissions
2. Those who use OneDrive for file management
・Those who want to eliminate the hassle of manually organizing files and improve work efficiency through automation
・Those who want to automatically create folders based on message content and ensure important information is saved without omission
■Benefits of using this template
By linking Microsoft Teams and OneDrive, there is the benefit of automatically creating a folder when a message is posted.
This allows for smooth communication on Microsoft Teams and eliminates the hassle of organizing related files and documents.
Furthermore, centralized management allows for quick access to necessary information, improving work efficiency.
Additionally, by sharing the created folders, a system is established where all team members can share the latest information.
◼️Overview
When a message is posted in a specific Microsoft Teams channel, it will be automatically forwarded via email using Outlook.
Feel free to modify the body and recipients of the Outlook email as needed.
By adding branching processes in between, you can also change the content and recipients of the email based on the content of the Microsoft Teams post.
◼️Notes
・It is necessary to configure the account information for integration in the operation of each app.
・Microsoft365 (formerly Office365) has both a personal plan and a general business plan (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.
■Overview
The flow "Create a Zoom meeting and notify when a message with specific conditions is posted on Microsoft Teams" is a business workflow that streamlines communication and meeting integration. 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
■Benefits of using this template
When a message with specific conditions is posted on Microsoft Teams, a Zoom meeting is automatically created and the link is shared, eliminating the hassle of manual meeting setup and sharing tasks. By automating the integration of communication and meeting setup, team collaboration becomes smoother, and overall work efficiency improves.
Automation prevents human errors in meeting setup and sharing tasks, enabling accurate information provision.
You can add tickets to Zendesk and integrate tickets added to Zendesk with other apps!
This seems like it will speed up customer support!
■Overview
This is a flow where a ticket is created in Zendesk when an email with a specific label is received in Gmail.
With Yoom, you can easily achieve this flow without the need for programming, as it allows for seamless integration between applications.
■Recommended for
■Benefits of using this template
With this flow, you can automatically extract necessary information from emails with specific labels received in Gmail using AI and register them as tickets in Zendesk.
By eliminating the need for manual email verification and ticket creation, it is possible to reduce the workload of the support team and facilitate rapid information sharing.
Additionally, it helps mitigate the risk of human errors such as overlooking emails or missing ticket creation.
Support staff can be freed from routine tasks and focus on solving more complex problems and communicating with customers.
■Overview
This is a flow to create a ticket in Zendesk based on the form information sent from HubSpot.
By using Yoom, you can easily connect apps without the need for programming.
■Recommended for
1. Those who are using HubSpot for lead management
・Those who want to promptly respond to inquiries from forms without missing them
2. Companies using Zendesk for customer support
・Those who aim to manage customer inquiries without omission and resolve issues quickly
■Benefits of using this template
By linking HubSpot and Zendesk, you can instantly convert customer inquiries and feedback into tickets.
This allows for smooth handling of inquiries, improving customer satisfaction.
Additionally, since form information is automatically imported into Zendesk, it prevents manual data entry errors and improves operational efficiency.
As a result, you have more time to focus on other tasks, contributing to increased productivity.
■Notes
・Please connect Yoom with both HubSpot and Zendesk.
・You can select the trigger interval from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
・Please note that the shortest trigger interval varies depending on the plan.
・Zendesk is an app available only on the Team Plan and Success Plan. If you are on the Free Plan or Mini Plan, the operations and data connections of the flow bot you set 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.
■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 is a flow that adds a task to Trello when a ticket is registered in Zendesk.
With Yoom, you can easily achieve this flow without any programming, as it allows for integration between apps.
■Recommended for
1. Those who use Zendesk to conduct their business
・Those who manage customer inquiries with tickets
2. Those responsible for task management in Trello
・Those who handle Zendesk tickets as tasks in Trello
■Benefits of using this template
If you are adding tickets registered in Zendesk as tasks in Trello, the transcription work each time is cumbersome.
Moreover, if there is an omission in adding to Trello, it may hinder business operations, leading to missed or delayed responses.
With this flow, when a ticket is registered in Zendesk, the addition of tasks to Trello can be automated, eliminating the need for manual transcription work to Trello.
By automating the addition of tasks to Trello, you can prevent missed or delayed task responses.
■Notes
・Please integrate both Zendesk and Trello 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 subject to restrictions.
・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.
◼️Overview
This is a flow bot that links the content of a ticket created in Zendesk to the activity information of an account object in Salesforce.
The support team can check the ticket details handled in Salesforce.
When a ticket is created in Zendesk, it retrieves the sender's information and searches for a contact in Salesforce that matches the sender's email address.
The ticket information is registered to the account record linked to the contact found in the search.
◼️Notes
・The contact whose email address matches the user who submitted the ticket in Zendesk must have their activity information pre-registered in Salesforce.
・Integration settings with both Salesforce and Zendesk are required with Yoom.
・Available with Yoom's Team Plan or higher.
・Salesforce is an app available only with the Team Plan and Success Plan. For Free Plan and Mini Plan, the operation and data connect of the configured flow bot will result in an error, so please be careful.
・Paid plans such as Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are subject to restrictions.
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!
