The Microsoft Teams - Zendesk Support integration allows Microsoft Teams users to have read-access to their Support ticket views inside Microsoft Teams.
With this integration you can:
- Add a ticket view in a Team channel tab
- Select the ticket view to be displayed in the Zendesk tab
- Add more than one ticket view in a Team channel
To set up the integration, you will need to have a Microsoft Teams account.
This article covers the following topics:
- Requirements for setting up the integration
- Installing and accessing the integration
- Deleting the integration
- Frequently asked questions
Installing and accessing the integration
The integration is installed from the Microsoft Teams channel.
To install the integration
- Click the + symbol in the Microsoft Teams channel where you want to place the view.
- On the Add a tab page, click on the Zendesk Support icon:
- Enter your subdomain and click Authenticate.
- When prompted, enter your credentials and allow the integration to access your Support account.
- Select the Ticket View you want to be displayed:
- Click Save.
To access the integration
- In Microsoft Teams, click the Zendesk Support tab in the channel that the integration was set up in. You will be prompted to sign in to Zendesk Support:
- Click Authenticate with Zendesk and allow the integration to access your account. You will now be able to access the ticket view in the Zendesk Support Tab.
Deleting the integration
You can delete a ticket view, or the integration, if it is no longer useful to you.
To delete the integration
- Click the caret button beside the ticket view you want to remove.
- Click Remove.
Frequently Asked Questions
Other users in my organization cannot access the integration.
Only Zendesk Support agents have access to the integration.
My custom fields for my ticket view aren't being displayed.
The integration only displays the default fields for a ticket view.
I cannot see one of the ticket views I want to display.
The integration only displays the top 15 ticket views in your Support account. Reorder your ticket views so that the ticket view you want to display will be displayed on the top.
I'm trying to set up another ticket view in the same channel but I'm stuck in the authentication message while using the desktop client.
Go to another team and return back to the channel you would like to set up the integration, or restart Microsoft Teams and try setting up the integration again. This is an ongoing issue in Microsoft Teams that will be fixed in a future version.
Authentication fails when setting up the integration in Mac OS / Chrome Full-screen mode
Go out of full-screen mode and try to setup in the integration again. This is an ongoing issue in Microsoft Teams that will be fixed in the next version.
43 Comments
We love Zendesk -- and I am keen to start using Microsoft Teams in a collaborative environment. Based on what I see so far, though, the only thing this integration offers is a ticket view. I already have that in the browser. What good does it add in Microsoft Teams. For instance, if I click on a ticket in the view, it jumps me back to the browser anyway. If I want to comment on a ticket in Microsoft Teams, I have to first open it in the browser. What is the value-add I'm missing? I'm not seeing any functional improvement that integration with Teams offers me. I'm sure you put a lot of thought into this, so I'm sure I'm just missing it. Thanks! -DAVID
What I am missing - I am not seeing Zendesk in my Teams apps when I click the + sign :(
Hi Martin,
As you can see below, you're also missing every other integration aside from Zendesk. I will reach out to Microsoft and ask them how they can help you enable 3rd party integrations.
To speed things up, I'd highly suggest for you contact them as well to troubleshoot the issue.
So @Ian, how about some comments on how you expect Zendesk users will be able to take advantage of this integration. A mass view of tickets at any level, that must then be opened in the browser to get context -- with comments back in Teams, can't be right. What am I missing? Thanks!
Hi David,
The initial intended use case was to allow agents to collaborate on important ticket views inside Teams. Interestingly, one of our beta customers set up multiple ticket views for each of their consultant that are lite agents and it worked well in their favor.
I understand that other customers may not have a value-add with the current integration. This was confirmed in our early beta tests.
I appreciate your quick feedback at the start of the launch. We are now in the process in gathering more feedback so that we can enhance/pivot the current integration to provide the most value to our users.
Thanks!
Hi Martin,
Here is the official reply of Microsoft.
Has the tenant admin enabled 3rd party integration? That may explain why you don't see the integrations.
https://msdn.microsoft.com/en-us/microsoft-teams/setup
Thanks!
Hey Ian - is it possible to push just updates into Teams from Zendesk? I.e. I want to build a trigger that pushes a note into Teams when a ticket is created or updated under certain situations. Just like in Slack...
Hi Johann,
Yes.
Here is a screencast on how to set it up. http://recordit.co/n0bj9tPNem
Thanks!
Ian
Thanks Ian - sorry but I am unsure on how to execute 4. Modify the conditions -> how do I do that? I.e. I only want tickets pushed into Teams if created from a certain organization. Thanks again!
Hi Johann,
The connector automatically creates triggers in your Zendesk Support account. You can add conditions to define the criteria when a ticket will be pushed to Microsoft Teams. I've added a screenshot below as an example of the trigger created by the Zendesk connector. You can see that I added a condition for "Ticket:Organization"
Thanks!
Ian
Great! Thanks heaps for clarifying!
Hi Ian,
I have a question, if we setup more than one integration, how can i see which connector targets which channel? As you can see they all have the same name.
Can you clarify on this?
Thank!
Patrick
Also a second question, when i want to delete the connector to the Microsoft Teams channel, how do I do this? In groups I can delete the channel connection in the group.
I also did this for the connection in Teams (delete the connection from the associated group), but it seems that Zendesk keeps posting to the channel in Teams. Can i delete the connection at the Zendesk side? And where do I do this or where can I see the connectors that are shown in the post above?
Patrick,
You can delete the Connector by going into the Connectors setting for that tab and then go into Configured located in the left nav :
Suolon, thank you for your answer. I found the connector settings in the new Microsoft Teams UI. It was kind of difficult in the old UI to see where it was (selecting Configured first).
I also found where you can rename the Connectors in Zendesk (my second question).
Selecting Settings - Extensions displays all the O365 extensions. You can rename them there.
Hi Patrick -
You are correct - sorry for the delay!
You should be able to change the name of the Targets so they better reflect the Team you are working with. You can change the name of a target by going to Admin > Instellingen > Extensions > hitting "edit" next to any target and then editing the name and saving the panel with the changes.
I'm trying to find more information on how to setup and use the ZenDesk bot. I was able to add the bot through the Bots tab in the View Team section. but I'm not sure how to use it.
As well, I'm on the Mac and not sure where to access and configure the Triggers.
Can you please point me to any docs on this? Thanks!
Hey Suolon -
Looks like your questions posted to the wrong thread. Just to clarify, are you asking about Answer Bot? If so, you can find the information on how to set it up here:
Setting Up Answer Bot (EAP)
You can also visit the Answer Bot Beta section of the Community.
Regarding the Triggers question, I suggest consulting this article:
Creating an managing triggers for ticket updates and notifications
Hopefully you'll find the information you need in those places. If not, just let us know!
I get an error message when trying to post an Internal Note to Zendesk from Teams.
Any help with this is greatly appreciated.
Hi David,
The O365 - Zendesk connector is built by our partners in Microsoft. Please reach out to them at https://support.microsoft.com/. I've also sent an email to Microsoft asking them to investigate this issue.
Thanks for reporting this issue.
Ian
Hi David,
Our partners in Microsoft are currently investigating the error. Hopefully, they can fix this soon.
Thanks!
Our Zendesk Office teams app is now publicly available on Zendesk marketplace
https://www.zendesk.com/apps/support/integratecloud-connector-for-office-teams/
Hi,
I've added a Zendesk Support View as a tab in my Teams channel and from the desktop it looks and works great but when I access the Teams app from my iPhone the Zendesk View tab does not work. I get a message "Whoops, looks like something when wrong." Is there a way to get this to work on a iPhone or Android?
Thanks.
Hi Kristine,
I'm sorry to let you know that this App is unsupported by Zendesk and we cannot assist you with any bugs you might experience using it.
I would suggest contacting the creator of the app to troubleshoot any issues with them. You should be able to contact the developer from the same location you downloaded this app. As an app created outside Zendesk, we cannot control the quality of the code, nor support the app or troubleshoot it.
I apologize for any frustration caused by using this private app and hope the developer can assist you in getting it to work.
I was running into issues with valid JSON code not being accepted when trying to push ticket details into MS Teams, but found a way to get what I needed. For those running into issues with their valid JSON code for individual ticket notifications (i.e. individual ticket assigned to Group, individual ticket assigned to person, etc.) into MS Teams, use the documentation listed at https://docs.microsoft.com/en-us/outlook/actionable-messages/message-card-reference, and use the "Card Playground" (https://messagecardplayground.azurewebsites.net/) to test your code. This was extremely helpful when setting up a card style notification into MS Teams, for notifying specific teams of tickets that were assigned to their Group/Queue, as it seems that Teams only likes JSON to be a specific way.
To assist with clarifying what I did...
## {
## "@context": "http://schema.org/extensions",
## "@type": "MessageCard",
## "themeColor": "ffd517",
## "title": "A ticket has been assigned to the Group",
## "summary": "Zendesk",
## "sections": [
## {
## "facts": [
## {
## "name": "Ticket ID",
## "value": "{{ticket.id}}"
## },
## {
## "name": "Ticket URL",
## "value": "{{ticket.link}}"
## }
## ]
## }
## ]
## }
I included the hash-marks, to ensure the coding didn't cause problems with this posting. This is how I was able to post details outside of the default "Ticket View" option that is natively available, while bypassing the issues I ran into with my JSON code.
Thank you so much for sharing this solution, Michael! If you're up for it, it would be great if you could cross-post it over to our Tips & Tricks topic to make sure that it's easy for other users to find. As a bonus, you'll get a gift from the Community Team!
Is there a way to add the connector without being a Zendesk admin?
@Nicholas Cheng,
I believe a Zendesk Admin still has to configure the Extension piece for the notifications to be properly sent to Teams, no matter if you use the native Zendesk connector or go with the Webhook method. I wound up going with the Webhook option, as I could configure more items into the notifications.
~Konstantin
Hey all, I know this was mentioned about a year ago, but we have a team member that is not able to leave an internal note from within a ticket through the Teams integration. They hit the Add Internal Note button and receive an error. Was there ever a resolution when this was brought up a year ago? I can leave an internal note just fine, but for some reason they can't.
Hey Tim!
Off the top of my head, I'd suggest double-checking the integration settings and making sure it's available to all the roles that need it. That's the most common culprit in these situations.
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