How to integrate Zendesk with Outlook to automatically notify Outlook when a ticket is created in Zendesk

IT tools like Zendesk and Outlook are incredibly useful for streamlining customer support.
However, did you know that you can achieve even greater efficiency by integrating these tools?
This article will introduce a method to automatically notify Outlook when a ticket is created in Zendesk by integrating Zendesk with Outlook.
By implementing this integration, you can expedite customer inquiries and prevent missed responses.
It will also facilitate smooth information sharing among teams.
For those aiming to improve operational efficiency through the use of IT tools, we will provide a clear introduction with specific implementation steps and examples, so please read on until the end.

Recommended for

Those who use Zendesk and Outlook in their work
Those who want to respond quickly to customer inquiries and complaints
Those who have multiple staff handling tickets in Zendesk and want to prevent missed responses
Those who want to facilitate information sharing among teams and improve the quality of customer support

Benefits and Examples of Integrating Zendesk and Outlook

Benefit 1: Speeding up and Streamlining Customer Support

By integrating Zendesk and Outlook, you can automatically receive notifications in Outlook when a new ticket is created in Zendesk, allowing staff to quickly grasp the situation.
Automating information sharing can enable rapid responses to customer inquiries and complaints.
This is particularly beneficial in operations involving multiple staff, as it can minimize issues caused by delayed responses.
Establishing a system that allows for quick responses to urgent inquiries can lead to improved customer satisfaction.

Benefit 2: Preventing Ticket Management Errors

Integrating Zendesk and Outlook ensures that notifications are sent to Outlook whenever a ticket is created in Zendesk, making it highly effective in preventing overlooked tickets and missed responses.
Outlook notifications can be configured to be sent to specific staff or teams, allowing relevant parties to quickly recognize the situation.
For example, even during busy periods with a high volume of inquiries, all tickets will be notified, making it easier to track response status.
This automation helps prevent ticket management errors, which can not only maintain customer satisfaction but also enhance internal reliability.

Benefit 3: Enhancing Information Sharing Among Teams

By integrating Zendesk and Outlook, you can automatically receive Zendesk ticket information in Outlook, strengthening information sharing among teams involved in customer support.
This notification feature is particularly effective in projects involving multiple teams or departments.
For example, the technical support team and sales team can smoothly share information about the same ticket, allowing them to respond quickly according to their respective roles.
Creating an environment where information sharing is seamless can help maintain trust with customers and enhance overall internal collaboration.

From here, we will explain how to use the no-code tool Yoom to "notify Outlook when a ticket is created in Zendesk."

[What is Yoom]

How to Notify Outlook of Tickets Added in Zendesk

It is possible to achieve this by receiving notifications of ticket creation in Zendesk using Zendesk's API and notifying Outlook using Outlook's API.
Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily accomplished without programming knowledge.

We will create the flow in four main processes.

Integrate Zendesk and Outlook My Apps
Copy the template
Set triggers in Zendesk and actions in Outlook
Turn on the trigger

〈Preparation〉

If you haven't used Yoom yet, register for free here.
If you are already registered with Yoom, please log in.

Step 1: Integration of My Apps with Zendesk and Outlook

1. How to Register Zendesk

Click on "My Apps" and select Zendesk from "New Connection".

When the new Zendesk registration screen appears, please enter your "Account Name" and "Email Address".

Move to the Zendesk screen and obtain an API token by selecting "Add API Token".
Return to the Yoom screen and enter it in "API Token".

Reference: For the method of registering Zendesk in My Apps, please check here.
Note: Zendesk is only available on some paid plans, but there is a 2-week free trial.

2. How to Register Outlook
Next, click "New Connection" and select Outlook.

When the above screen appears, please log in with your account.

Note: Microsoft365 (formerly Office365) has plans for home use and general business use (Microsoft365 Business).
If you are not subscribed to the general business plan, authentication may fail.

This concludes the registration of Zendesk and Outlook in My Apps.
Zendesk and Outlook will be registered in Yoom's My Apps, so please check.

Next, let's set up triggers using the Flowbot template!
You can create a flow from the "Try it" button.

Step 2: Setting Up a Trigger to Activate When a Ticket is Created in Zendesk

First, click on the item "When a ticket is created".

Verify the account linked with Zendesk and proceed to the next page.
Note: Other items are set by default, so no changes are needed.

Select the trigger activation interval from 5 minutes/10 minutes/15 minutes/30 minutes/60 minutes.
Note: The activation interval may not be selectable depending on the plan.

Once set, create a test ticket in Zendesk.

Click on Test, and the information of the ticket you just created in Zendesk will be displayed in the output.
Check for any errors, and if everything is correct, save the settings.

Step 3: Send an Email to Outlook

Next, click on "Send an Email" to configure the settings.

The items on the above screen are set by default, so no changes are needed.

Please set the "To" (recipient) as desired.

The subject is set as shown in the image above.
Explanation: By setting it this way, when a ticket is created in Zendesk, the "subject" is automatically retrieved and quoted in the Outlook subject.

The body is set to automatically retrieve the "Assignee ID", "User ID who submitted the ticket", "Details", and "Priority" from the Zendesk ticket.
The body can be modified, so set the content or message you want to retrieve according to your needs.

Once set, click "Next".

Click on Test, and a test email will be sent to Outlook.
Check the content, and if there are no changes needed, click "Save".

Step 4: Turn ON the Trigger

Once all settings are complete, click "Turn ON Trigger" to activate the flow bot.
This completes the flow of "Notifying Outlook when a ticket is created in Zendesk".

Introduction to Other Automation Examples Using Outlook and Zendesk

There are many other examples of automation using Outlook and Zendesk in Yoom, so let me introduce a few.

1. This is a flow that automatically creates a ticket in Zendesk when a specific email is received in Outlook.
By utilizing this flow, automatic processing based on conditions is possible, eliminating the need to frequently check emails, and allowing you to smoothly proceed with sales activities and inquiry responses on Zendesk.

2. This is a flow that automatically uploads attachments received in Outlook to Google Drive.
By utilizing this flow, you can quickly share information after receiving emails, reducing human errors such as missing file saves or saving to the wrong location.
It is useful for sharing files received via email, such as invoices, project materials, and various internal documents.

3. This is a flow to send a template email from kintone with one click using Outlook.
In this flow, you can trigger directly from kintone using a Chrome extension, allowing you to automate the sending of template emails and eliminate manual work.
This reduces the time spent on sending emails, allowing you to allocate more time to other tasks.

Summary

In this article, we introduced a method to automatically notify Outlook when a ticket is created in Zendesk by integrating Zendesk with Outlook. How did you find it?
This automation allows for quick customer response and is expected to prevent overlooking tickets and missing responses.
Additionally, it can enhance information sharing among teams involved in customer support.
Yoom's app integration can be easily implemented by anyone without programming knowledge.
Please take this opportunity to experience the efficiency of automation in your operations.