Microsoft: Setting up the Microsoft Teams - Zendesk Support Integration

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12 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.

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  • 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.

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  • 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,

     

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  • 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

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