Setting up the Microsoft Teams - Zendesk Support Integration Follow

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26 comments

  • Avatar
    David McKnight

    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

  • Avatar
    Martin Grøn

    What I am missing - I am not seeing Zendesk in my Teams apps when I click the + sign :(

     

  • Avatar
    Ian Christopher B. de Jesus

    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.


    Thanks!

  • Avatar
    David McKnight

    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!

  • Avatar
    Ian Christopher B. de Jesus

    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!

  • Avatar
    Ian Christopher B. de Jesus

    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!

  • Avatar
    Johann Loibl

    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...

  • Avatar
    Ian Christopher B. de Jesus

    Hi Johann,

    Yes.

    1. Right click on the channel where you want to push ticket data to and click on connectors.
    2. Search for Zendesk
    3. Setup the Zendesk connector and select among the four optons when you want a ticket will be sent to Microsoft Teams.
    4. Modify the conditions of the triggers as necessary

    Here is a screencast on how to set it up. http://recordit.co/n0bj9tPNem

    Thanks!

    Ian

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    Johann Loibl

    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!

  • Avatar
    Ian Christopher B. de Jesus

    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

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    Johann Loibl

    Great! Thanks heaps for clarifying!

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    Patrick Adriaansen

    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

  • Avatar
    Patrick Adriaansen

    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?

  • Avatar
    Suolon Hu

    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 :

  • Avatar
    Patrick Adriaansen

    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.

  • Avatar
    Rebecca

    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.

  • Avatar
    Suolon Hu (Edited )

    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!

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    Nicole - Community Manager

    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!

  • Avatar
    David Gassaway

    I get an error message when trying to post an Internal Note to Zendesk from Teams.

    Any help with this is greatly appreciated.

     

  • Avatar
    Ian Christopher B. de Jesus

    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

  • Avatar
    Ian Christopher B. de Jesus

    Hi David,

    Our partners in Microsoft are currently investigating the error. Hopefully, they can fix this soon.

     

    Thanks!

  • Avatar
    IntegrateCloud

    Our Zendesk Office teams app is now publicly available on Zendesk marketplace

    https://www.zendesk.com/apps/support/integratecloud-connector-for-office-teams/

  • Avatar
    Kristine Schindler

    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.

  • Avatar
    Diogo Maciel

    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.

  • Avatar
    Michael Konstantin

    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...

    1. Created the MS Teams webhook (from MS Teams); You will need to retain a copy of the webhook link provided by MS Teams, in order to add the Extension within Zendesk.
    2. From Zendesk, go to the "Extensions" section, and click on "Add Target"
    3. Choose "HTTP" as your Target type
    4. The "URL" is going to be the webhook URL pulled from MS Teams (from Step 1); "Method" will be set to "POST"; "Content Type" will be set to "JSON"
    5. After creating your Extension, you will then want to create your Trigger. Once you have all the necessary parameters (i.e. "Meet All" and "Meet Any Conditions") setup, you will want your "Actions" section to have the "Notify Target" option (pointing to the Extension you created). Within the "JSON Body", you will specify your JSON code, which I used the above "MS DOCS" link to assist with. For my code, I used something like this:

      ## {
      ##     "@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.

     

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    Jessie - Community Manager

    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!

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