Have you ever wished that you could handle customer inquiries faster and easier?
By incorporating AI automation with Zendesk, managing customer support can be made easier and speed up response time while ensuring high-quality replies.
In this article, we'll walk you through how to generate response suggestions with Dify and send them to Slack whenever a ticket is created in Zendesk. This no-code solution can help boost your team's productivity while improving customer satisfaction :)
✨ Recommended For
Teams managing a high volume of daily customer inquiries and feeling overwhelmed
Anyone struggling to provide quick responses due to complex inquiries
Organizations facing inconsistent response quality based on team member experience and skills
Anyone who wants to improve the speed and accuracy of customer support
Businesses that want to improve team efficiency and make better use of available resources
Meet Yoom: No-Code Automation
Yoom is a next-generation no-code automation that lets you connect and automate tasks between your favorite apps. Connecting different apps can be challenging for non-engineers, but Yoom makes automation accessible to everyone.
🌐 Connect with apps like Zendesk, Dify, Slack, and more.
📖 Use automation templates - no technical setup required
📈 Boost productivity and reduce human errors
You don't need to go through a complex setup and IT jargon, you can build your automation workflows with just a few clicks :) It's designed for those who want to streamline their daily work and save hours of time and stress from repetitive work.
In this guide, you'll learn the step-by-step process of how to use Yoom to send a Dify response to Slack when a Zendesk ticket is created.
✔️ For Those Who Want To Try It Now
Yoom offers ready-made templates for easily setting up an automated ticket response process with Zendesk, Dify, and Slack. Click the "Try It" button to get started now!
We’ll also walk you through the step-by-step process of creating this automation flow in the following section of this article.
When a ticket is created in Zendesk, generate the response content with Dify and notify in Slack.
🚀 How to Create an Automated Ticket Response Process
Let's walk through how to set up a flow that automatically creates responses with Dify for the tickets created in Zendesk and shares them via Slack.
⏱️ Setup time: 10 minutes
🔧 What You’ll Need
A free Yoom account
Access to Dify, Zendesk, and Slack
By using Yoom's trigger function, you can easily obtain the latest ticket information from Zendesk's API and send it to Dify for generating responses. The response is then sent to Slack via its API, creating a smooth workflow from getting inquiry details to notifying the team. Normally, this kind of automation would require programming skills, but with Yoom, anyone can set it up easily!
Step 1: Connect Apps to Yoom
Register the app information to be integrated in Yoom. Go to "My Apps" from the left side menu, and click the "+ Add" button.
Connect Zendesk
Search for Zendesk from the app list and select it.
Account Name
use a name that's easy to recognize, such as your company name or the person responsible for the account.
Email Address
enter your email address registered on Zendesk
API Token
Open the "Admin Center" in Zendesk's global menu.
From the left menu, click "AppsandIntegrations", then select "ZendeskAPI".
Click "Add API token".
A screen to create a new key will appear. Enter a name for the key and click "Next" to generate and display the API key.
The secret key at the bottom is your API token. Copy it and save it.
Return to Yoom and paste the copied API token in the API Token field. Then click "Add".
⚠️ Note: Zendesk integration is only available on the Yoom’s paid plans. If you’re using the Free plan, your Flowbot may face errors due to limited access. But don’t worry - we offer a 2-week free trial! You can try all features without restrictions. For more information about Yoom and its plans, visit our Yoom Help Center.
📚 References: For detailed settings, you can refer to the full guide here.
Connect Dify
Search for Dify in the app list and select it.
Account Name
use a name that's easy to recognize, such as your company name or the person responsible for the account.
Access Token
Open the app you created and select "Monitoring" from the left menu.
Click on "API key" under Backend and Service API.
In the API Secret Key popup, click + Create a new secret key to display the access token. Copy the key and paste it into the Access Token field in Yoom. Then click "Add".
📚 References: For detailed settings, you can refer to the full guide here.
Connect Slack
Search for Slack in the app list and select it.
Select the Slack workspace and the channel where messages should be posted. Click "Allow" to grant permissions and complete the integration.
📚 Reference: For more detailed steps on how to connect Slack, refer tothis guide.
Step 2: Copy the Template
Click the "Try It" button to copy the pre-built template into your project.
When a ticket is created in Zendesk, generate the response content with Dify and notify in Slack.
Click "OK" and give the Flowbot a name to recognize.
This template will be copied to your “My Project”.
Step 3: Set Up Zendesk Trigger Action
In this step, you will set up to retrieve ticket information issued in Zendesk.
Click on the first step of the template.
The next page is pre-configured. You can change the title if you want. Then click "Next".
Trigger Interval
Set your trigger interval (frequency of sync) to how frequently Yoom checks Zendesk for updates. It can be set to 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
We recommend setting the trigger to the shortest activation interval available for your plan.
⚠️ Note: The trigger interval varies depending on your Yoomplan. Be sure to check your current plan’s limit.
Subdomain
Enter the value before ".zendesk.com" in the URL.
Then, click "Test". If the test is successful, the retrieved value will get updated as below.
We will use these data in the following steps so make sure they are correct :)
Step 4: Send Chat Message
Click on the action labeled "Send Chat Message".
In this step, we will set up the flow to send to Dify.
The next screen is already pre-configured.
App Trigger Title: Change it as necessary.
App
Account connected with Dify
Trigger Action
Confirm the setup is ok, then click "Next".
Query
Click on the query field to select items to put in it.
The retrieved value from Zendesk "Description" is pre-set, but you can customize it by selecting other retrieved values as needed.
User
Entering a new value like 'user123' will start a chat as a new user, while entering an existing user's ID will allow you to continue the chat with that user's history.
Variable
It's optional, but using them allows for more flexible and efficient prompt and notification settings.
For example, dynamic information like 'name' or 'date' can be automatically reflected in the prompt, reducing setup effort and providing more accurate responses for the user.
Once setup is complete, run a test. If successful, your retrieved data should get updated as below.
Make sure you save the setting :)
Step 5: Send Message to Channel
Click on the action labeled "Send Messages to Channel".
In this setup, we will make a template message to be sent in Slack.
This screen is pre-configured. Change if as needed, then click "Next".
Destination Channel ID
Clicking the field to display a list of available channels from your integrated Slack account.
When you select the channel, its ID will be automatically populated.
Message Content
Create the template message you want to send.
Click the message field to insert values retrieved from previous steps. By quoting Zendesk details and including Dify's response content, you can easily verify consistency.
Run a test and if successful, hit "Save".
Step 6: Activate the Flowbot
Toggle the "Trigger On" button to activate your flow! Check if the Flowbot you set up is working properly.
That’s it!
The Flowbot is now complete!
When a ticket is created in Zendesk, generate the response content with Dify and notify in Slack.
💡 Other Automation Examples Using Zendesk, Dify, and Slack
You can try out more automations by utilizing Dify, Slack, and Zendesk with Yoom. Here are some more examples you can explore for your next automation!
Automation Using Zendesk
Add Issues or Tasks When a Ticket is Created
Automatically create tasks or issues whenever a ticket is generated in Zendesk, keeping your workflow seamless without switching between tools.
Notify in Outlook when a ticket is created in Zendesk
■Overview Are you spending a lot of time handling inquiries on Microsoft Teams one by one? Responding to routine questions is especially time-consuming. By using this workflow, when a message is posted to Teams, Dify's AI chatbot automatically generates content and replies, reducing the burden on staff and enabling quick responses.
■Recommended for ・Those who spend a lot of time handling routine inquiries on Microsoft Teams ・Those who want to leverage AI such as Dify to streamline customer support or internal help desks ・Team leaders who want to automate manual reply tasks and create an environment that allows focus on core work
■Notes ・Please connect Yoom with both Dify and Microsoft Teams. ・Microsoft 365 (formerly Office 365) has consumer and business plans (Microsoft 365 Business). If you are not subscribed to a business plan, authentication may fail. ・You can choose trigger intervals of 5, 10, 15, 30, or 60 minutes. ・The minimum trigger interval varies by plan, so please be aware. ・Please refer to the following for how to connect Dify My Apps. https://intercom.help/yoom/en/articles/9618925
■Overview The "Notify Slack when Issue is updated in GitLab" flow is a business workflow aimed at improving communication efficiency within the development team. When an Issue is newly created in GitLab, a comment is added, or the status is changed, a notification is automatically sent to the Slack channel. This allows all team members to keep track of project progress and changes in real-time, enabling prompt responses. Additionally, by eliminating the need for manual information sharing, it contributes to preventing mistakes and improving work efficiency. In today's world where remote work is increasing, smooth information sharing is key to project success. By utilizing this flow, strengthen the integration between GitLab and Slack to achieve a more cohesive team operation.
■Recommended for - Leaders of development teams managing projects using GitLab - Those who use Slack regularly and want to facilitate team communication - Those who are manually integrating GitLab and Slack and considering automation - Project managers who want to grasp project progress in real-time and respond quickly - Engineers who want to enhance notification functions in the development process to increase work efficiency
■Notes - Please integrate Yoom with both GitLab and Slack. - The trigger can be set to activate at intervals of 5, 10, 15, 30, or 60 minutes. - Please note that the shortest activation interval varies depending on the plan.
■Overview The workflow 'Notify Slack when a task is updated in Wrike' is an automation to facilitate project management and team communication. By leveraging Yoom to integrate Wrike and Slack, task progress or changes are automatically notified in Slack, ensuring smooth information sharing. This integration makes it easier for the entire team to grasp the latest situation, resulting in efficient business execution.
■Recommended for - Project managers who use Wrike and Slack daily and want to streamline information sharing - Team leaders who want to quickly communicate task updates to their team - Business owners who want to automate tasks without spending time on manual notifications - Companies that value rapid communication and wish to enhance business transparency
■Attention - Please integrate Yoom with both Wrike and Slack. - You can select launch intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes for the trigger. - Please note that the shortest launch interval varies depending on the plan. - Branching is a function (operation) available on plans higher than the Mini Plan. In the Free Plan, operations set for flowbots will result in errors. - Paid plans like the Mini Plan offer a 2-week free trial. You can use restricted apps and functions (operations) during the free trial.
■Overview In environments where Microsoft Teams and Slack are used together, do you feel burdened by missed information checks or manual re-entry between tools? Missing important messages or sharing by copying and pasting each time causes communication delays and inefficiency. By using this workflow, posting a message to a specific Microsoft Teams channel can trigger an automatic notification to a designated Slack channel, facilitating smooth cross-tool information sharing.
■Who we recommend this template for ・Those who use both Microsoft Teams and Slack and want to eliminate omissions and effort in information sharing ・Those who feel challenges with smooth collaboration because different chat tools are used across departments or teams ・Those who want to automate manual information transfer and prevent communication loss
■Notes ・Please connect Yoom with both Microsoft Teams and Slack. ・Microsoft 365 (formerly Office 365) offers consumer plans and general business plans (Microsoft 365 Business). If you are not subscribed to a business plan, authentication may fail. ・You can select the trigger interval from 5, 10, 15, 30, or 60 minutes. ・The minimum trigger interval varies by plan, so please be aware.
■Overview Do you feel that manually copying important information shared on Slack into Microsoft Excel is cumbersome and prone to omissions? In particular, communications that require records, such as reports and requests, should be managed accurately. By leveraging this workflow, you can detect posts to a specific Slack channel and automatically copy the poster, message content, etc., into a specified Microsoft Excel file, resolving these information management challenges.
■Recommended for ・Those who manually copy Slack post content into Microsoft Excel to create business reports, etc. ・Team leaders who receive reports from multiple people on Slack and manage tasks and progress in Microsoft Excel ・Those who want to reduce the time spent on manual information transfer and focus on more important work
■Notes ・Please integrate Slack and Microsoft Excel with Yoom. ・You can select a trigger run interval of 5, 10, 15, 30, or 60 minutes. ・Please note that the minimum run interval varies by plan. ・Microsoft365 (formerly Office365) offers consumer plans and general business plans (Microsoft365 Business), and if you are not subscribed to a general business plan, authentication may fail. ・For the configuration of the operation to manipulate the Microsoft Excel database, please refer to the following. https://intercom.help/yoom/en/articles/9003081
👏 Benefits of Integrating Zendesk, Dify, and Slack
1. Enhance Customer Satisfaction with Faster Responses
When a Zendesk ticket is created, Dify automatically generates a response and notifies through Slack, reducing response times and boosting customer satisfaction. During a busy period, Dify can quickly analyze the ticket content and suggest a response, allowing support representatives to review and send it with minimal delay.
2. Ensure Consistent Response Quality with AI
By using past inquiry data, Dify ensures consistent, high-quality responses. New members on the team no longer need to consult supervisors for difficult inquiries. They can rely on Dify to automatically generate appropiate response suggestions, ensuring smooth and standardized responses.
3. Strengthen Team Collaboration with Slack
Quickly share response suggestions on Slack to improve team collaboration and resource allocation. If a high-priority ticket arises, your team members can quickly pick it up by reviewing the response suggestions in Slack. By sharing updates on who is working on what, Slack helps prevent missed responses and task duplication.
📖 Summary
Now you know how to integrate Dify, Slack, and Zendesk to automatically generate response suggestions with Dify and share them through Slack when a ticket is created in Zendesk. By integrating these apps with Yoom, you can address challenges like reducing response time, ensuring consistent response quality, and improving team collaboration.
Best of all, no technical expertise is needed, and anyone can easily set it up! Ready to simplify your workflows? Sign up for Yoom and try it today!
With a decade of experience as a Web Planner and Director, my primary responsibilities at a web production company included proposing and managing revision and operation plans for clients. Currently, I am a parallel worker. In the Content Division at Yoom, I am involved in blog production, while also handling external PR projects for companies as an independent contractor. As I embark on a new venture in the vacation rental industry, I am committed to optimizing routine work efficiency.
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