This article covers the following topics:
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
Can I continue using the legacy Teams integration?
Yes, it's available to all customers who installed it before the application was removed from Teams marketplace.
When will the legacy Teams integration be retired?
September 1, 2022. After this date, the legacy integration will be removed permanently.
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 see is 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 a future version.
My company is set up with multiple brands. Can view tickets in my brand
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.
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
After signing into my account, it did not prompt me to select the ticket view. Can you advise?
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.
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?
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: email@example.com and their website: https://support-automation.solbeg.com/ in case you have questions around the app.
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?
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.
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.
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.
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!
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
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!
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.
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.
Mike Konstantin That would awesome if you have some info on creating the webhook! Thanks
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:
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.
I used to have this integration until last week, but I'm unable to find it on the app store now
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:
As such, your current choices (until the new integration piece is in place) are:
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.
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.
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.
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!
Hi David Gillespie
We use the Data Center Location add-on (EU). Does this integration support this?
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.
Hi Kalle Windefalk,
I've just confirmed with Softserve: The integration is hosted in Microsoft's Azure infrastructure, servers based in the US.
Thanks David Gillespie
So it's up to Softserve if they want to provide EU customers with the intergration hosted on EU servers?
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.
We are a very large organization. When adding the ZD app into Teams, is there a way to hide it from users? We don't want everyone to be able to see it and only want a select group/users to be able to see and access it. I see you have this comment above, stating that only ZD agents can access it but want to know especially it is visible or not to all staff in ORG using Teams.
"Other users in my organization cannot access the integration.
Only Zendesk Support agents have access to the integration."
It depends on the channel(s) you perform the integration for. If you setup the integration to be associated with a Teams channel that all users in your organization have access to, then they will all see/have access to the Teams side of the app integration (i.e. click any buttons visible). However, if you want to limit access to a subset of individuals, I would set up a Teams channel that is specific to those users (if doesn't already exist), then configure the integration for that specific channel.
To clarify further, you can configure multiple Teams to Zendesk integrations, that way different groups/teams can work with and handle their own work (versus needing to read through everything). I hope this information helps.
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