Microsoft: Setting up the Microsoft Teams - Zendesk Support Integration

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42 Comments

  • Andy R

    I know Zendesk love Slack but Microsoft Teams has overtaken them in users. Any plans to update the integration to align it with the feature portfolio of the Slack integration? 

    1
  • IntegrateCloud

    Hello

    We already have an app in place and its free for you guys

    https://www.zendesk.com/apps/support/integratecloud-connector-for-office-teams/?q=mkp_office%20team

    1
  • David Hall
    Zendesk Product Manager

    Hi Andy, thanks for the question.  I don't have a specific timeframe or feature list I can share at the moment, but yes we do intend to make some updates to the Teams integration.

    1
  • Andy R

    Thanks David!

    It would be really helpful if we could achieve something like this:

    https://www.youtube.com/watch?v=lDLPQVmF1lk

    0
  • Vladimir Shkuratov

    Hi guys, can you please advice how to enable Reply option from MS Teams to ZD?

    I have installed the integration and can see the button "View in Zendesk" only. Please advise, thanks.

    2
  • Romar, Daniel

    Hi!

    We're looking into enabling the ZenDesk Teams addin in our Teams tenant. However, we need to align with our security team for this, as ZD is a third party application.

    In particular, we need to know what information from our O365 enivronment ZenDesk will/can access. Can you provide this information, or point me to who I should contact to get this information?

    0
  • Michael Konstantin

    Romar, Daniel,

    It all depends on what you are trying to accomplish, and what direction you need the data to flow. For most individuals, the MS Teams integration is more about having Zendesk send data to Teams channels (i.e. a PUSH), versus having Teams/O365 data going into Zendesk. However, I would recommend always performing PUSH (versus PULL) whenever possible, to avoid having to answer and deal with these types of questions.

    If you can provide some context around what you are wanting to accomplish, I might be able to provide some secure suggestions, as my company has hard compliance standards that we have to follow, and have been able to integrate Zendesk with a lot of different systems.

     

    Sincerely,

    Konstantin

    0
  • Steven Gagnon

    My company is set up with multiple brands.  Can view tickets in my brand

    0
  • Michael Konstantin

    Steven Gagnon,

    Are you asking a question or making a statement? If the question is based on Tickets from different Brands sending details to Teams, yes this is possible. It all comes down to your Triggers and what ticket details you need sent to which Teams channel (this is determined by your Extension configuration).

    I hope this helps. If there is a specific question you are looking to have answered, please let me know and I'll see if I can assist further.

    0
  • Steven Gagnon

    HI Michael Konstantin

    Thank you for the reply and my apologies for the confusion. 

    I am not clear on how to view my tickets in my brand.  Can you provide guidance or how to so I can communicate this to my IT Configuration team?  Thank you

    0
  • Steven Gagnon

    Hi Michael Konstantin.

    After signing into my account, it did not prompt me to select the ticket view.  Can you advise?

    0
  • Michael Konstantin

    Steven Gagnon,

    Try the steps I posted in the below article, as I ran into issues with the default steps that were provided; Also, when using JSON code, apparently there is a specific format required for Zendesk to post to Teams, which I mentioned in an above post, as well as show in the article.

    https://support.zendesk.com/hc/en-us/community/posts/360004282207-Integrating-Zendesk-into-Microsoft-Teams

    I hope this helps. If you still have questions or are running into an issue, let me know and I will see what assistance I can offer.

    0

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