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About the Zendesk for Microsoft Teams integration

Rex Austin
  • Edited

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With the Zendesk for Microsoft Teams integration, you can do the following:

  • Create, view, and update Support tickets and keep up to date with any changes within Teams.

  • Add internal notes and public replies to tickets within Teams.

  • Get notifications on tickets based on status, priority, type, and updates within any Team channel or DM.

  • Answer commonly asked questions by deploying Answer Bot in Microsoft Teams.

  • See all open and closed personal tickets in a single list view within Microsoft Teams.

  • Import Zendesk ticket views as tabs into a single Microsoft Teams workspace to list tickets by different criteria (Zendesk agents only).

To install the integration, see Installation Guide: Setting up the Zendesk for Teams App. If you have an earlier version of the Teams integration, you must delete the earlier version (see Microsoft: Setting up the Microsoft Teams - Zendesk Support Integration).

To learn how to use the integration, see User Guide: Zendesk for Microsoft Teams app.

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5 Comments

  • Nelli Laine

    Softserve's contact form isn't working, so I'm sending my question here. Is it possible, and if it is, how to confine the Zendesk for Teams bot to a single channel within a team in Teams? I've added the integration to a team with multiple channels and the bot is commenting on everything posted on every channel within that team. It's kinda funny, but caused too much interference, so I had to remove the integration. Could someone help with this, thanks!

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Nelli Laine,

    Yes, you should be able to confine Zendesk for Teams to a single channel within Teams. 

    Sorry to hear the contact for with Softserve isn't working. The best way to resolve this is to work with the team from Softserve as there may be a bug or something specific to your instance that needs further diagnosis. Have you been able to raise a request from this page?

    Thanks,

    David

    0
  • Nelli Laine

    Thanks! That form worked now! I have no idea why it didn't work last week. I'll wait for their response.

    0
  • Vianey Angsten

    Is it possible to brand the Tab on Teams? We would like the Tab on Teams to be named same as our Help Desk Team. Change the logo would be great too. Is it possible?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Vianey,
     
    I don't know that that is possible, so contacting the softserve (the company the built the integration) direction would be your best bet: https://zendeskforteams.com/support
    0

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