Once a ticket is created, how to generate a response using AI and send the result to Microsoft Teams

"Unable to handle the overwhelming number of inquiries every day..." "Exhausted by the repetitive questions, leading to operational fatigue..." Many people face these challenges in customer support.
Good news for those using Zendesk and struggling with inquiry response efficiency. By integrating Dify with Microsoft Teams, you can automate response tasks and significantly boost productivity. Dify's AI automatically generates response drafts for Zendesk inquiries and shares them with the entire team via Microsoft Teams. Agents can use these drafts to smoothly proceed with customer interactions.
Previously, building such an automation system required programming knowledge, but by utilizing our flow, it can be easily operated without technical expertise. This article explains the specific benefits of this automation flow and the effects of operational improvements through its implementation.

Recommended for

This flow bot is perfect for the following individuals:

Those overwhelmed by customer interactions, feeling their work is being squeezed
Those who find inquiries becoming complex and time-consuming to handle
Those troubled by noticeable skill gaps within the team, leading to inconsistent response quality
Those aiming to improve customer satisfaction
Those looking to simultaneously enhance efficiency and reduce costs

Benefits and Specific Use Cases of Notifying Microsoft Teams When a Record is Registered in Zendesk

From the perspective of operations managers, the convenience of automation is summarized below.

1. Enhance Customer Satisfaction with Prompt Responses

When a new ticket is created in Zendesk, Dify immediately analyzes the content and automatically generates the optimal response draft. This process is completed in just a few minutes after ticket creation, and the results are notified via Microsoft Teams. Agents can make necessary edits or additions based on the proposed response draft, enabling quick and accurate replies. This saves the effort of thinking from scratch, allowing for efficient task execution.
Furthermore, this flow is expected to significantly improve response speed. For urgent inquiries, the response draft provided by Dify allows for quick handling, alleviating customer concerns early and enhancing satisfaction. Especially for complex technical questions or inquiries requiring detailed product information, response drafts derived from past similar cases lead to efficient handling.

2. Quality Management and Flexible Operations

Dify learns from past interactions and response histories in Zendesk to generate optimal response drafts. This process provides consistent response quality without relying on the experience or skills of agents. For example, even inexperienced agents can handle inquiries based on the response drafts proposed by Dify, effectively raising the overall response quality.
Additionally, Dify can customize response drafts based on the company's unique brand policies and expression rules. It can automatically generate response drafts containing specific terms or phrases, allowing for customer interactions while maintaining brand consistency. Even for specialized and complex cases, using past data to derive appropriate response drafts enables inexperienced staff to confidently engage in their tasks.

3. Improve Team Productivity and Reliability

The response drafts generated by Dify contribute not only to individual agents but also to the productivity improvement of the entire team. Shared in real-time via Microsoft Teams, all members can review the latest response examples, facilitating efficient information sharing. This is expected to prevent the personalization of inquiry responses and enhance the sense of unity within the team.
For instance, even with a surge in inquiries, leveraging Dify's rapid response draft generation allows multiple agents to handle them efficiently in parallel. Additionally, consistency and speed in responses can be maintained during busy periods or emergencies.

Here, we will explain the steps to build a flow to generate inquiry responses with Dify and post them to Microsoft Teams without programming when a ticket is created in Zendesk.

[About Yoom]

How to Create a Flow to Generate Response Content with Dify and Notify Microsoft Teams When a Ticket is Created in Zendesk

Utilize Yoom's periodic trigger feature to obtain the latest ticket information from Zendesk's API. Based on this information, instructions are sent to Dify, and the generated response results are notified via Microsoft Teams' API. This mechanism smoothly realizes everything from inquiry information retrieval to response notification. Generally, programming knowledge is required to achieve this, but using the no-code tool Yoom makes it easy to accomplish without programming knowledge.

Integration Process

Register your app with Yoom (Zendesk, Dify, and Microsoft Teams)
Copy the template
Set up app triggers and integrate apps
Turn on the trigger button and start integration

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

Items to Prepare in Advance

Zendesk

Zendesk account information (for operating the management screen)
Subdomain
- The value before .zendesk.com in the URL is the subdomain.
API Token

Open the Admin Center in the global menu of Zendesk.

Pull down the "Apps and Integrations" on the left menu bar, select "Conversations API" under API, and click "Create API Key" at the top right.

The screen for creating a new key will be displayed.

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

The secret key at the bottom corresponds to the API token. Copy and save it. More details: Help: How to Register My Apps in Zendesk

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access Token
- Obtain from the Dify app.
- Open the created app, 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 is the access token. More details: What You Can Do by Registering and Integrating Dify My Apps

Microsoft Teams

Microsoft 365 login information (email, phone number, Skype ID, password)
Chat ID
- Right-click on the chat where you want to send notifications and select "Copy Link" from the displayed menu. You can obtain it from the copied URL.

The part written in the format "19: ~ .space" within this link is the chat ID.

Step 1: Setting Up My App Integration

Here, you will set up the registration of 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 the registration of My Apps.

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.

Once you enter the required fields and click the "Add" button, the registration of Zendesk My Apps is complete.
*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 operations and data connections of the set flow bot may encounter errors.

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.

Once you enter the required fields and click the add button, the registration of Dify My Apps is complete.

Microsoft Teams

Select Microsoft Teams from the search results.

After transitioning to this screen, enter the Microsoft 365 login information.

This completes the registration of Microsoft Teams My Apps.

Step 2: Copy the Yoom 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 configure the settings 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 Flowbot.
- You can choose from 5, 10, 15, 30, 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: Send Message to Integrate with App

Click on the second step of the template.

Here, you will configure the prompt (instruction text) 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-settings, but customization by quoting other codes is possible.

‍

user
- Set an arbitrary identifier in alphanumeric characters.
Variable

It is not mandatory, but utilizing it can make prompt and notification settings more flexible and efficient. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort and enabling appropriate responses.

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

→ Click Save.

Step 5: Send Message to Integrate with App

Click on the third step of the template.

Here, you will configure the template message to be notified to Microsoft Teams.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Microsoft Teams
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 Microsoft Teams. Selecting the space to send the message will quote the ID.

Channel ID
- Clicking the edit field will open a dropdown. Selecting from the channel candidates will automatically quote the ID.

‍

Message

Create a template message to be notified.

Clicking the edit field allows you to quote and embed values obtained from previous operations. Quoting the actual Zendesk detail code and posting Dify's response content makes it easier to verify consistency.

In Microsoft Teams, HTML tags are supported to display notification messages in a rich and structured format. Therefore, line breaks need to be inserted with the <br/> tag.
When setting mentions, enter the value in the box below the message editing area to link the mention value. Similarly, insert values for attachment information.

→ 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 Flowbot. You can toggle it from the top left of the template.

<span class="mark-yellow">The Flowbot setup was easily completed without programming.</span> This is the template used this time.

Make the Most of It! 3 Examples of Expanded Automation Achieved Through Dify Integration

Dify can seamlessly integrate with a wide variety of business tools, not just Zendesk and Microsoft Teams. This flexibility allows you to expand the scope of automation and significantly improve operational efficiency.

1. AI Quickly Responds to Inquiries from Google Forms! Smooth Sharing in Microsoft Teams

AI swiftly analyzes inquiries received through Google Forms and generates the best response suggestions. The generated response suggestions are notified to the team via Microsoft Teams, allowing the person in charge to immediately review the content and take necessary actions. This process improves response speed and contributes to enhanced customer satisfaction.

2. AI Supports Inquiry Handling on Intercom! Enhanced Efficiency with Teams Integration

In the Intercom chat where interactions with customers take place, AI analyzes the content of the conversation in real-time and suggests appropriate response options. These suggestions are notified to Microsoft Teams, allowing the responsible personnel to utilize them for more personalized responses. This not only improves efficiency in handling inquiries but also enhances the customer experience.

3. AI Responds Instantly to Inquiries on Microsoft Teams! Balancing Operational Efficiency and Response Quality

AI automatically suggests response options for inquiries occurring within Microsoft Teams. Frequent questions and simple tasks are handled by AI, allowing team members to focus on more complex problem-solving. This system significantly enhances operational efficiency while maintaining and improving the quality of customer interactions.

Summary

In this article, we introduced specific examples of an automation solution that combines Dify, Zendesk, and Microsoft Teams. Implementing this system can speed up response times, reduce the burden on staff, and improve customer satisfaction. Additionally, it can be easily set up with no-code, making implementation hassle-free. If you are looking to improve your operations, consider adopting this system starting today.

Well then, see you again!