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.
44 Comments
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?
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
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.
Thanks David!
It would be really helpful if we could achieve something like this:
https://www.youtube.com/watch?v=lDLPQVmF1lk
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.
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?
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
My company is set up with multiple brands. Can view tickets in my brand
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.
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
Hi Michael Konstantin.
After signing into my account, it did not prompt me to select the ticket view. Can you advise?
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.
Hi Ian and Zendesk team,
Can Microsoft teams can be installed on Zendesk as an app?
And use the Microsoft teams similar to a Zoom app?
Regards,
Michael
Hi Michael,
There's an app in our apps marketplace for this integration. Here's the link: https://www.zendesk.com/apps/support/ms-teams-meeting-by-solbegsoft/ for more details.
This is a 3rd-party app, so we don't support it, but here's the app developer's email address: zendesk@solbeg.com and their website: https://support-automation.solbeg.com/ in case you have questions around the app.
Best,
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