Integrate Zendesk, Dify, and Chatwork to generate an AI response proposal when a ticket is created and send the result to Chatwork.

※In the paid plan, a 2-week free trial is available. During the trial period, you can use apps with usage restrictions in the free plan and AI features (operations).

Items to Prepare in Advance

Zendesk

• Zendesk account information (for operating the management screen)
• Subdomain
  • The value before .zendesk.com in the URL is the subdomain.
• API Token

• Open the "Admin Center" in the Zendesk global menu.

• From the left menu bar, pull down "Apps and Integrations" and select "Conversations API" under API. Then click "Create API Key" in the upper right corner.

• The screen for creating a new key will be displayed.

• Enter any value for the name and click "Next" to generate and display each key.

• The secret key at the bottom corresponds to the API token. Copy and save it. More details: Help How to Register My Apps in Zendesk

Dify

• Dify account information (for operating the management screen)
• App (Chatbot)
  • How to create: Dify Official App Creation
• Access Token
  • Obtain it from the Dify app.
  • Open the created app and select "Monitoring" from the left menu bar.
  • Click "API Key" under Backend and Service API.
  • In the API Secret Key popup, select "+ Create New Secret Key" to display the API Secret Key. This corresponds to the access token. More details: What You Can Do by Registering and Integrating Dify My Apps

Chatwork

• Chatwork account information (email address, password)
• Room ID to send Chatwork notifications

＞Help: How to Check Chatwork Room ID

Step 1 Setting Up My App Integration

In this step, you will register the app information to be integrated into Yoom. Log in to the Yoom workspace and click + New Connection on the My Apps screen.

A list of apps that can be connected to Yoom and a search window will be displayed. Search for the app to be integrated this time from the search window and proceed with the registration of My Apps.

Zendesk

Click the app name from the search results. A screen will be displayed to enter the values obtained from Zendesk.

• Account Name
  • Enter a value that is easy to identify. It is recommended to use a value that can identify the account, such as an email address.
• Email Address
• API Token
  • Enter the API token obtained in advance.

After entering the required fields, click the "Add" button to complete the registration of My Apps in Zendesk.
※Zendesk is an app limited to the Team Plan and Success Plan. Currently, the Zendesk app is only available in the "Team Plan" or "Success Plan". If you are using the "Free Plan" or "Mini Plan", please note that operations and data connections set in the flowbot may encounter errors.

Dify

Click the app name from the search results. A screen will be displayed to enter the values required for integration.

• Account Name
  • Enter any value. It is recommended to use a value that can identify the account, such as an email address.
• Access Token
  • Enter the value obtained in advance.

After entering the required fields, click the Add button to complete the registration of My Apps in Dify.

Chatwork

Select Chatwork from the search results. The login screen will be displayed.

Enter the email address and password of the account to be integrated and allow access from Yoom.

This completes the registration of My Apps in Chatwork.

Step 2 Copy Yoom's Flowbot Template to My Project

Click this banner.

The template will be copied to My Project. You can access My Project from the left menu bar.

Step 3: App Trigger "When a New Ticket is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued in Zendesk.

(1/2) Select Integration Account and Action

This item is already pre-configured.

• App Trigger Title
• App
• Account Information for Integration with Zendesk
• Trigger Action

→ Click Next.

(2/2) API Detailed Settings for App Trigger

• Trigger Activation Interval
  • Set the activation interval for the flow bot.
  • You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The shortest activation interval varies depending on your subscription plan.
• Subdomain
  • The value before ".zendesk.com" in the URL applies.

→ Click Test. → Success. The following items can be retrieved. These will be used as dynamic values in later operations.

→ Click Save.

Step 4: "Send Message" to Integrate with App

Click on the second step of the template.

Here, you will set up the prompt (instruction text) to send to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

• App Trigger Title
• App
• Account Information for Integration with Dify
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• query
  • Quote the inquiry content from the customer.
  • Clicking on the edit field will display the output obtained from Zendesk. The code {{details}} is embedded in the pre-settings, but customization by quoting other codes is possible.

‍

• user
  • Set an arbitrary identifier in alphanumeric characters.
• Variable

• It is not mandatory, but utilizing it allows for more flexible and efficient prompt and notification settings. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing the setup effort while enabling tailored responses for users.

→ Click Test. → Success. You can obtain Dify's response proposals (response content).

→ Click Save.

Step 5: "Send Message" to Integrate with App

Click on the third step of the template.

Here, you will set up the template message to notify Chatwork.

(1/2) Select Integration Account and Action

This is already pre-configured.

• App Trigger Title
• App
• Account Information for Integration with Chatwork
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• Team ID
  • Clicking on the edit field will open a dropdown showing the space names of the integrated Chatwork. Select the space to send the message to, and the ID will be quoted.

• Room ID
  • Clicking on the edit field will display room candidates. Select the room to notify, and the ID will be quoted. Alternatively, you can obtain the ID by checking the room settings in Chatwork.
    Help: How to Check Chatwork Room ID

• Message Content

• Create the template message to notify.

• Clicking on the edit field allows you to embed values obtained in previous operations. By quoting the actual detailed code from Zendesk and posting Dify's response content, it becomes easier to verify consistency.

→ Click Test. → Success

→ Click Save. This concludes the steps.

Step 6: Turn ON the App Trigger

Once all steps are configured, a completion screen will be displayed.

Turn ON the Trigger to activate the flow bot. You can toggle it on the top left of the template.

<span class="mark-yellow">The flow bot setup was easily completed without programming.</span>

The template used this time is here.

Make the Most of It! 3 Examples of Expanded Automation Achieved Through Dify Integration

Dify can integrate with a variety of business tools beyond Zendesk and Chatwork. Below are three examples of applications to further expand automation.

1. Quickly Process Google Form Inquiries with AI! Significantly Reduce the Effort of Manual Verification

When inquiry data collected via Google Forms is retrieved, AI analyzes it and generates response suggestions. These suggestions are notified to Chatwork, allowing the responsible person to review and utilize them for handling. This process reduces the time spent on initial manual responses and contributes to speeding up customer service.

2. Take Your Intercom Chat Support to the Next Level! Enhance Proposal Power with AI Analysis

In customer chats using Intercom, AI analyzes messages in real-time and creates optimal response suggestions. These suggestions are notified to the team via Chatwork, allowing representatives to provide more appropriate responses to customers. By leveraging AI's proposal power, personalized responses that enhance customer satisfaction are achieved.

3.  Automatically Respond to Inquiries on Chatwork! Enhance Team Productivity

AI automatically generates responses to inquiries occurring within Chatwork. By handling simple queries, AI allows team members to focus their resources on more complex issues. This system improves overall team efficiency and enhances the quality of customer service.

Summary

In this article, we detailed the benefits of an automated flow integrating Zendesk, Dify, and Chatwork, as well as the setup method that requires no programming. By utilizing this system, you can expect not only improved efficiency in handling inquiries but also enhanced customer satisfaction and overall team productivity. Since it can be easily set up with no code, consider implementing it right away.

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