Integrate Zendesk, Dify, and Discord so that when a ticket is created in Zendesk, a response to the inquiry is generated in Dify and posted on Discord.

[What is Yoom]

Integration Process

• Register My Apps to Yoom (Zendesk, Dify, and Discord)
• Copy the template
• Set up app triggers and integrate apps
• Turn on the trigger button and start integration

※Notice

• Zendesk is an app exclusive to the Team Plan and Success Plan
• Currently, the Zendesk app is only available on the "Team Plan" or "Success Plan". If you are using the "Free Plan" or "Mini Plan", please be aware that errors may occur in the operation of the set flow bot or data connect.
• You can select the trigger activation interval from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. Please check in advance as the shortest activation interval you can choose varies depending on the plan.

• A 2-week free trial is available for paid plans. During the trial period, you can also use apps and AI features (operations) that have usage restrictions on the free plan.

How to Create a Flow to Notify Discord When a Record is Registered in Zendesk

Things to Prepare in Advance

We have listed the items necessary for integration.

Zendesk

• Zendesk account information (to operate the admin panel)
• Subdomain
  • The value before .zendesk.com in the URL is the subdomain.
• API Token

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

• Open the "Apps and Integrations" dropdown in the left menu bar, select "conversations API" under API, and click "Create API Key" in the top right corner.

• The new key creation screen will be displayed.

• Enter any value in the name field 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 (to operate the admin panel)
• 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: Dify My App Registration and Integration Capabilities

Discord

• Discord account information (necessary for operations from the admin panel)
• Access Token (Bot Token Acquisition)
  • Help: How to Integrate My Apps with Discord Bot
• Channel ID to Send Notifications
  • You can obtain it within the Discord channel. Right-click the gear icon in the channel list to display the menu, and the channel ID will be shown at the bottom.

Step 1: Setting Up My App Integration

Here, we will set up 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 to enter the values obtained from Zendesk will be displayed.

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

Enter the required fields and click the "Add" button to complete the registration of My Apps in Zendesk.

Dify

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

• 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.

Enter the required fields and click the Add button to complete the registration of My Apps in Dify.

Discord

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

• Account Name
  • Enter any name.
• Access Token
  • Enter the Bot Token.

＞Yoom Help: How to Integrate My Apps with Discord Bot

Enter the required fields and click the Add button to complete the registration of My Apps in Discord.

Step 2: Copy the Yoom Flow Bot 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 by Zendesk.

(1/2) Select Integration Account and Action

This item is already pre-configured.

• App Trigger Title
• App
• Account information integrated with Zendesk
• Trigger Action

→ Click Next.

(2/2) API Details for App Trigger

• Trigger Interval
  • Set the interval for the flowbot to start.
  • You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The shortest interval may vary depending on your plan.
• Subdomain
  • This corresponds to the value before ".zendesk.com" in the URL.

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

→ Click Save.

Step 4: Integrate with App "Send Message"

Click on the second step of the template.

Here, you will set up the prompt (instruction) to be sent to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

• App Trigger Title
• App
• Account information integrated with Dify
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• query
  • Quote the inquiry content from the customer.
  • Clicking 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 using alphanumeric characters.
• Variable

• Not mandatory, but utilizing it can make prompts and notifications more flexible and efficient. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort while providing tailored responses to users.

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

→ Click Save.

Step 5: Integrate with App "Send Message"

Click on the third step of the template.

Here, you will set up the template message to be notified to Discord.

(1/2) Select Integration Account and Action

This is already pre-configured.

• App Trigger Title
• App
• Account information integrated with Discord
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• Channel ID
  • Clicking the edit field will display the linked channels as candidates. Select the channel to notify, and the ID will be quoted. Alternatively, enter the ID obtained from the channel.

• Message Content
  • Create the template message to be notified.

• Clicking the edit field allows you to embed values obtained from previous operations. Quoting the actual Zendesk detail code and posting Dify's response content can make it easier to verify consistency.
• Discord mention settings are also possible.

→ 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 start the flowbot. You can toggle it from the top left of the template.

<span class="mark-yellow">The flowbot setup was completed easily without programming.</span> This is the template used this time.

Make the Most of It! 3 Automation Options Using Dify and Zendesk

In addition to integrating Dify, Zendesk, and Discord, you can expand the scope of automation by connecting with other apps.

1. Automate Google Form Response Creation and Notification

Automatically create responses in Dify based on Google Form inquiries, notify the responses and inquiry details to Discord, and smoothly automate the sharing process.

2.   Complete from Chat Response to Notification with One Click

When a chat starts in Channel Talk, Dify automatically generates a response. The generated response is automatically sent to Discord, allowing you to quickly share the response details.

3.  Streamline Form Information Registration with Full Automation

Automatically add registration information from Google Forms to Zendesk. Eliminate the hassle of manual entry and make task management for inquiries seamless.

Summary

In this article, we introduced a flow bot template that integrates Zendesk, Dify, and Discord. Even without programming knowledge, it can be easily set up, making it a safe choice for those new to automation. Additionally, by utilizing this template, you can expect faster response times to inquiries and a reduction in workload. It is recommended for those aiming for smooth customer support. Please consider implementing it on this occasion. You can proceed with the trial from the banner below.

Well then, see you again!