How to integrate Zendesk, Dify, and LINE WORKS to generate AI-based response suggestions and send them to LINE WORKS when a ticket is created

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

Items to Prepare in Advance

Zendesk

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

• Please open the "Admin Center" in the Zendesk global menu.

• Open the "Apps and Integrations" from the left menu bar, select "Conversations API" under API, and click "Create API Key" in the top 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. Be sure to copy and save it. More details: Help: How to Register My Apps in Zendesk

Dify

• Dify account information (for operating the admin panel)
• App (Chatbot)
  • How to create: Dify Official App Creation
• Access Token
  • Obtain 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

LINE WORKS

• Client ID
• Client Secret
• Scope
  • Please log in to the LINE WORKS Developer Console with an admin account.
  • ＞Help: How to Register My Apps in LINE WORKS (API2.0)
• Bot ID
  • ＞LINE WORKS Official: Create a Bot
  • ＞LINE WORKS Developers Admin Panel
• Talk Room ID
  • Click the three-dot leader in the top right to obtain the channel ID. The menu will open, and clicking the channel ID will display the ID.

Step 1: Setting Up My App Integration

Here, you will configure the settings to 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 in the search window and proceed with registering it as My App.

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. A value that can identify the account, such as an email address, is recommended.
• Email Address
• API Token
  • Enter the value obtained in advance.

After entering the required fields, click the "Add" button to complete the registration of the Zendesk My App.
※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 errors may occur in the operations or data connections of the set flow bot.

Dify

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

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

After entering the required fields, click the add button to complete the registration of the Dify My App.

LINE WORKS

Select LINE WORKS from the search results to transition to the screen for entering the values required for integration.

Enter the information obtained from the LINE WORKS Developer Console into each field and click the add button.

＞Help: How to Register My Apps in LINE WORKS (API2.0)

This completes the registration of the LINE WORKS My App.

Step 2: Copy Yoom's 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 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 plan.
• Subdomain
  • The value before ".zendesk.com" in the URL applies.

→ Click Test. → Successful. 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 for Integration with Dify
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

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

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

• It is 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 enabling tailored responses for users.

→ Click Test. → Successful. You can obtain Dify's response proposals (response content), etc.

→ 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 LINE WORKS.

(1/2) Select Integration Account and Action

This is already pre-configured.

• App Trigger Title
• App
• Account Information for Integration with LINE WORKS
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• Bot ID
  • Click the edit field to display bot candidates. If you have already created a bot, select the bot to use, and the ID will be quoted.

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• If you are going to create a bot, please refer to the official LINE WORKS article.
• ＞Official LINE WORKS: Create a Bot
• ＞LINE WORKS Developers Management Screen

• Talk Room ID
  • Click the three-dot leader at the top right of the LINE WORKS talk room. A menu will open, and clicking the channel ID will display the ID. Obtain the ID and enter it in the edit field.

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• Message Content

• Create a template message to be notified.

• Click the edit field to embed values obtained from previous operations. Quoting the actual detailed code from Zendesk and posting Dify's response content makes it easier to verify content consistency.
• LINE WORKS mention settings are also possible.

→ Click Test. → Successful

→ 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 switch it using the toggle at 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! Three Examples of Expanded Automation Achieved by Integrating Dify with Zendesk

Dify can integrate with various business tools, including Zendesk and LINE WORKS. This allows for further expansion of business automation and improved efficiency.

1. Automatically Share Inquiries from Google Forms with the Team

Dify analyzes inquiries submitted through Google Forms and generates appropriate response suggestions. It then automatically notifies team members via LINE WORKS. This enables immediate sharing of inquiry details and allows for prompt responses.

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2. Integrate with HubSpot to streamline inquiry handling

Dify automatically processes inquiries generated in HubSpot and notifies LINE WORKS with response suggestions. The person in charge can use these suggested responses as a reference to provide smoother customer support.

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3. Automate Intercom Conversations and Share with the Team

Dify analyzes new conversations started in Intercom and drafts responses. These are shared with team members via LINE WORKS. This allows the entire team to keep track of conversation history and ensure consistent customer service.

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Summary

In this article, we introduced an automated system that integrates Zendesk, Dify, and LINE WORKS to support customer service with AI. By implementing this system, you can speed up response times, reduce the burden on staff, and improve customer satisfaction. With a no-programming setup, you can start implementing it immediately, even if it's your first time using API integration. Please give it a try.

Well then, see you again!