Microsoft: Setting up the Microsoft Teams - Zendesk Support Integration

Return to top

28 Comments

  • Steven E, Gagnon

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

    0
  • Mike Konstantin

    @...,

    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 E, Gagnon

    HI @...

    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 E, Gagnon

    Hi @....

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

    0
  • Mike Konstantin

    @...,

    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
  • Michael Ivan Cubarrubia

    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

    0
  • Michael Froeming
    Zendesk Customer Care

    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,

     

    0
  • Asha Silva

    Hi There, 

    Are you going to develop this integration to do more such as the slack integration. I need MS Teams to allow the team to create a ticket straight from the Teams chat channel with the conversation being logged in the same ticket. 

    A vast majority of people are using MS Teams and this has indirectly already been asked at the top of this thread (years ago!!). 

    Are you not going to do this? Why is it taking so long? 

    1
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thank you for your feedback.

    We're pulling together plans for a new MS Teams integration in the second half of 2021. More details to come shortly but it's something we are working on.

    Thanks,

    David

    1
  • Valentin Gisunov

    Hi! 
    I'm getting an error while trying to authenticate Zendesk account in Teams. After I press "Authenticate" button pop-up window is shown and immediately closed. Below I get an error:
    "An error has occurred. To re-configure the integration, enter the correct Zendesk subdomain and click the "Authenticate" button again."
    Zendesk subdomain is correct :) 
    Note. When I launched this procedure for the very first time, I managed to enter credentials for Zendesk in pop-up window. But after that I got an error and after that never had a chance to enter credentials again. 
    Please, advise what can I do in this situation? I can also send a video via email if needed.
    Thanks!

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Valentin,

    Have you tried to reconnect the integration to see if you will encounter the same error? If yes, I suggest that you generate a .HAR file and reach out to our Customer Support so we can have a closer look into your account.

     

    0
  • Valentin Gisunov

    Hi again! 

    It's okay now, thanks. I think the issue was due to the fact that I tried to setup connection via desktop app. When I did it from browser, all worked. Thank you! 

    0
  • Andrew Julian

    Do we know if and when the new team's integration is coming because I'm seeing videos for it already ?  Microsoft Teams Integration - YouTube

    0
  • Josh Jones

    When I try adding this to MS Teams I get "An error has occurred. To retry setting up the integration, enter a valid Zendesk subdomain and click Authenticate again"

    I'm running the Windows desktop app and have a "Teams" level subscription.  HELP!

    0
  • Mike Konstantin

    Andrew Julian - I believe it is already built-in, but you must use the default "Zendesk" Teams plugin versus using a standard webhook. Most of my Teams connections are using the standard Webhooks method, as that allows for more customization with the notifications sent to Teams from Zendesk, but I recently (as of a week ago) configured the Default connector for one of my teams, and can do some research to provide you a bit more insight into how to get the other options enabled (i.e. create ticket from Teams); I know the "Update Ticket" functions exist already, as those options were listed for our testing of notifications for Group change.

    0
  • Mike Konstantin

    Josh Jones - Make sure you are only supplying the necessary "Zendesk" URL details. In most cases, it only requires the portion after the "https://" part, but prior to ".zendesk.com". However, if for some reason it isn't taking that, then use the whole part right after "https://" (basically the "subdomain.zendesk.com" portion.

    Outside of this, you may need to reach out to Zendesk Support, as you may have something bigger going on.


    One thing of note, you will need to ensure you are an Admin of both Teams and Zendesk in order to get the configuration working, as the Webhooks and default Teams connector utilize Admin functions in order to properly perform their actions. If you are not an Admin of Zendesk, this could potentially cause authentication issues from Teams.

     

    ~Konstantin

    0
  • Andrew Julian

    Mike Konstantin  That would awesome if you have some info on creating the webhook!  Thanks

    0
  • Mike Konstantin

    Andrew Julian - Not a problem. With regards to Webhooks, I had an article written up within the Zendesk Community, but it appears to have been removed (my guess is due to the fact that it describes using HTTP Extensions, which Zendesk is deprecating).

    When it comes to Webhooks versus using the default Zendesk/Teams connector, the Webhooks method allows for more customization, but does require JSON coding skills (thus the ability for more customization). If you are comfortable enough with writing JSON code, then here are some starting points to assist you:

    As for building the actual Webhook, you will need to perform the following:

    • Within Teams, click on the 3 dots to the channel for Teams integration, and select "Connectors"
    • When the dialog box pops up, choose "Webhook" (the "Zendesk" one is the default connector)
    • Add the connector details (i.e. image, name, etc.), and copy the URL
    • Within Zendesk, go to your Admin Center (4 squares in upper right)
    • Scroll down to "Apps and Integrations" and select "Webhooks"
    • Click the "Actions" drop-down butoon, and select "Create Webhook"
    • Add the necessary details (i.e. name, description, etc.) and paste the copied URL into the "Endpoint URL" section, set the "Request Method" to "POST", and set the "Request Format" to "JSON"
    • For the "Authentication" section, this comes down to your authentication type; In most cases, you can leave it as none, but you may require other authentication methods depending on your specific configurations.

    Once you have all that in place, be sure to run the "Test" prior to saving it, to ensure it is properly connecting (you can use the above mentioned code to validate if needed).

    I hope this information helps. Should you have any other questions on this, please feel free to ask.

     

    ~Konstantin

    0
  • Mitali Runwal

    I used to have this integration until last week, but I'm unable to find it on the app store now

    0
  • Mike Konstantin

    Andrew Julian,

    My apologies on the delay of this response back, as it has been a busy few weeks for me. From some of the investigation I have performed and based on the new integration app, here is what I have found:

    • Using the "legacy" integration, you are limited in what is possible
    • Using a "general" webhook allows for more customizable functionality, but requires more coding (primarily for button configurations)
    • The new integration app/Teams built webhook allows for more "default" functionality

    As such, your current choices (until the new integration piece is in place) are:

    • Use the "general" webhook method, and build your buttons within JSON code in your Zendesk Trigger
    • Use a combination of the "legacy" integration and a "general" webhook (not recommended) <-- This could potentially get messy, considering you would have two connections occurring at once, and it may cause two notices into your Teams channel (one for the Default connector and one for the JSON code you built to supply buttons)
    • Wait for the "new" integration piece

    Again, my apologies on the delayed response of this, and for not being able to provide more helpful details than this. I will say, I am excited about the "new" integration piece, as this will assist me with having to write more JSON code when individuals would like more functionality from the integration between the two systems.

     

    ~Konstantin

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Mitali Runwal,

    The existing app was removed from the Teams marketplace in preparation for the release of the new Zendesk integration for Microsoft Teams.

    The new integration will be available shortly, apologies for any confusion or issues this has caused whilst the integration is unavailable.

    Thanks,

    David

    0
  • Brandon Bowman

    Hi David,

    New to the community here and we just brought Zendesk Support onboard to our organization.  Is the Microsoft Teams feature currently fully available.  We were testing with it recently and noticed some issues with sending out tickets. More specifically, the red line across the top.  We think it's a great feature and we would be happy to help test.

    Thanks!

    -Brandon

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Brandon Bowman,

    Yes, the new Teams integration is fully available and apologies you've come across this error.  

    Are you able to raise a ticket with the team at Softserve to help resolve this problem? Softserve maintain and support the product and may need to dive deeper into this problem to help get this fixed. 

    If you're interested in helping out with some customer research, please fill out this form.

    Thanks for flagging this!

    David

    0
  • Kalle Windefalk

    Hi David Gillespie
    We use the Data Center Location add-on (EU). Does this integration support this?

    1
  • David Gillespie
    Zendesk Product Manager

    Hi Kalle Windefalk,

    Our integration doesn't support the Data Center Location add-on as the product is maintained and supported by a 3rd party (Softserve). I'm confirming at the moment about the location of their infrastructure as they are based in Europe.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Kalle Windefalk,

    I've just confirmed with Softserve: The integration is hosted in Microsoft's Azure infrastructure, servers based in the US.

    0
  • Kalle Windefalk

    Thanks David Gillespie

    So it's up to Softserve if they want to provide EU customers with the intergration hosted on EU servers?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Kalle Windefalk,

    We would need to work with Softserve to make this happen, this is not currently on the roadmap for the product.

    I've added it as a feature request for the integration and would be great to get other customer's thoughts on this as a feature. Please feel free to add your vote on our Product Board.

    Thanks David

    0

Please sign in to leave a comment.

Powered by Zendesk