Integrate Zendesk, Dify, and Slack to generate AI responses when a ticket is created and send the result to Slack.

※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.

Things to prepare in advance

Zendesk

• Zendesk account information (to operate 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.

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

• The screen to create a new key will be displayed.

• Enter any value in the name, click "Next," and each key will be generated and displayed.

• The secret key at the bottom corresponds to the API token. Copy and save it. More details: Help Zendesk My App Registration Method

Dify

• Dify account information (to operate 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.
  • From the popup of the API secret key, select "+ Create New Secret Key" to display the API secret key. This corresponds to the access token. More details: Dify My App Registration Method and What You Can Do by Linking

Slack

• URL of the workspace to notify
• Channel to post
  • Please confirm in advance as administrator approval may be required.

Help: Details of Slack My App Registration Method

Slack Official: Workspace Management

Step 1: Setting up My App Integration

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 from the search window and proceed with My App registration.

Zendesk

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

• 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.

Enter the required fields and click the "Add" button to complete the Zendesk My App registration.
※Zendesk is a team plan and success plan limited app. 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 there may be errors in the operation or data connection of the flow bot set.

Dify

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

• Account name
  • Enter any value (e.g., email address).
• Access token
  • Enter the value obtained in advance.

Enter the required fields and click the add button to complete the Dify My App registration.

Slack

Search for the app name from the search window. Click the app name that hits. You will move to the Slack sign-in screen.

Enter the URL of your workspace and click continue. You will move to the Slack access permission request screen from Yoom.

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Click allow, and the integration is complete.

Help: Details of Slack My App Registration Method

Slack Official: Workspace Management

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
  • 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: Send Message to Integrate with the App

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.
  • Clicking the edit field will display the output obtained from Zendesk. The code {{details}} is embedded in the pre-configuration, 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 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), etc.

→ Click Save.

Step 5: Send Message to Integrate with the App

Click on the third step of the template.

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.

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

→ Click Next.

(2/2) API Connection Settings

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

• Channel ID
  • Clicking the edit field will display a list of channel candidates from the integrated Slack account. Selecting the relevant channel will automatically quote the ID.

• Message Content

• Create the template message to be notified.

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

→ Click Test. → Success

→ Click Save. This concludes the current step.

Step 6: Turn ON the App Trigger

Once all steps are configured, a screen indicating completion of the setup will be displayed.

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

<span class="mark-yellow">The flow bot setup is complete without the need for programming.</span> The template used this time is here.

Expand Further! 3 Examples of Expanding Automation Possibilities with Dify Integration

Dify integrates not only with Zendesk but also with various business tools, offering a wide range of automation possibilities. Here are three examples of its applications.

1. Instantly Process Google Form Data with AI! Speed Up Initial Responses

Automatically retrieve inquiry details collected via Google Forms, and have AI analyze and draft response proposals. These proposals are sent to Slack, where the responsible person can review and utilize them directly. This system reduces the time spent on manual checks of inquiry details, speeding up customer response.

2.  AI Supports Chat Responses on Intercom to Enhance Satisfaction with High-Precision Suggestions

In chat responses using Intercom, AI analyzes messages and creates optimal response suggestions in real-time. These suggestions are notified via Slack, allowing representatives to provide accurate replies to customers. With AI's proposal capabilities, it becomes possible to offer the best response for each customer, thereby improving satisfaction.

3.   Resolve Inquiries in Slack with Automated Responses to Reduce Team Burden

AI automatically generates responses to inquiries received in Slack. For simple queries, the AI's response can be used, while more complex issues are followed up by the appropriate team member. This system allows team members to focus on high-priority tasks, simultaneously improving the quality of customer interactions and the overall productivity of the team.

Summary

In this article, we introduced a way to integrate Zendesk, Dify, and Slack without the need for programming. This automation improves the speed and quality of customer support and enhances the overall work efficiency of the team. The setup is easy with intuitive operations! You can start right away, so please consider implementing it. You can try this flow bot from the banner below.

See you again!