How to create a response with Dify and notify Slack when a ticket is created in Zendesk

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.

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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 Details for App Trigger

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• Trigger Interval
  • Set the flowbot activation interval.
  • 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. → Success. The following items can be retrieved. These will be used as dynamic values in later operations.

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→ Click Save.

Step 4: Send Message to Integrate with App

Click on the second step of the template.

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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

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• query
  • Quote the inquiry content from the customer.
  • Clicking the edit field will display the output obtained from Zendesk. The code {{detail}} 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

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• Not required, 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 a perfect response for the user.

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

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→ Click Save.

Step 5: Send Message to Integrate with App

Click on the third step of the template.

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

(1/2) Select Integration Account and Action

This is already pre-configured.

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

→ Click Next.

(2/2) API Connection Settings

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• Channel ID
  • Clicking the edit field will display a list of channel candidates from the integrated Slack account. When you select the relevant channel, the ID will be automatically quoted.

• Message Content

• Create the template message to be notified.

• Clicking the edit field allows you to quote values obtained in previous operations. By quoting the actual Zendesk detail code received and posting Dify's response content, it is easier to verify consistency.

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→ 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.

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Turn ON the Trigger to activate the flowbot. You can toggle it from the top left of the template.

<span class="mark-yellow">The flowbot setup is complete without programming.</span> The template used this time is here.

Other Automation Examples Using Zendesk, Dify, and Slack

In addition to the flow introduced this time, you can achieve various business automations by utilizing the APIs of Zendesk, Dify, and Slack.
All of them can be used with simple settings, so if you find something that interests you, please give it a try!

Automation Examples Using Zendesk

Add Issues or Tasks When a Ticket is Created in Zendesk

Efficiently share the latest information without switching between tools, enabling prompt responses.

Notify When a Ticket is Created in Zendesk

You can automatically post the information of the created ticket, eliminating any gaps or omissions in information management.

Automation Example Using Dify

Automatically Generate and Respond with Dify Chatbot When a Message is Posted

Dify automatically analyzes received messages and generates appropriate responses, potentially eliminating the need for manual input.

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When a chat is initiated on Channel Talk, create a response with Dify and send a notification

The AI-generated response can be edited as needed before sending, allowing you to maintain the quality of interactions while streamlining operations.

Example of Automation Using Slack

Notify Slack when a task is updated

Task updates are notified immediately in Slack, so the whole team can stay up to date quickly.

Notify Slack When a Message is Posted

You will be able to quickly check and respond to messages from customers on Slack without missing any.

Add content posted on Slack

This saves the effort of entering repetitive data and helps prevent omissions or leaks in information management.

Benefits of Integrating Zendesk, Dify, and Slack

Let's explore the specific benefits that customer support representatives, new staff, and support team leaders can gain by leveraging this automation.

1. Enhance Customer Satisfaction with Quick Responses

<span class="mark-yellow">After a ticket is created in Zendesk, Dify generates a response proposal and notifies Slack, significantly reducing response time and improving customer satisfaction.</span>
For example, even during busy periods with a flood of inquiries, Dify quickly analyzes the ticket content and suggests the best response proposal.
All the representative needs to do is review and send the generated response, potentially reducing the risk of delayed responses.
Additionally, the system is set up to immediately address high-priority tickets, which can alleviate customer anxiety and dissatisfaction!

2. Achieve Consistent Response Quality with AI

Dify utilizes past inquiry data to create appropriate and consistent response proposals.<span class="mark-yellow">Even staff with limited experience can provide high-quality responses.</span>
In the past, new staff who had just joined and received technically complex questions needed to seek help from supervisors or colleagues.
However, with this flow, they can handle inquiries based on the response proposals automatically generated by Dify, ensuring smooth processing!
For instance, even for specialized content such as "product compatibility" or "setup procedures," AI references past cases to suggest the best proposals, standardizing response quality and reducing the overall team burden.

3. Strengthen Team Collaboration with Slack

<span class="mark-yellow">By instantly sharing response proposals on Slack, it becomes easier to understand the overall team situation, enabling efficient resource allocation.</span>
For example, if a representative is handling multiple inquiries and another high-priority ticket arises, other team members can check the response proposal notified on Slack and handle it instead.
Additionally, by sharing which tickets each member is working on through Slack, everyone can keep track of progress.
By collaborating as a team in this way, you can build a system that prevents missed responses and task duplication, further enhancing customer satisfaction!

Conclusion

In this article, we introduced how to integrate Zendesk, Dify, and Slack without the need for programming.
This automation improves the speed and quality of customer responses and enhances the overall team's work efficiency.
<span class="mark-yellow">The setup is easy with intuitive operations! You can start right away, so consider implementing it.</span>

See you next time!