With the Zendesk for Microsoft Teams integration, you can do the following:
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Create, view, and update Support tickets and keep up to date with any changes within Teams.
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Add internal notes and public replies to tickets within Teams.
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Get notifications on tickets based on status, priority, type, and updates within any Team channel or DM.
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Answer commonly asked questions with article recommendations in Microsoft Teams.
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See all open and closed personal tickets in a single list view within Microsoft Teams.
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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 before installing the current version.
To learn how to use the integration, see User Guide: Zendesk for Microsoft Teams app.
21 comments
Firstbeat Technologies Oy
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!
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David Gillespie
Hi Firstbeat Technologies Oy,
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
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Firstbeat Technologies Oy
Thanks! That form worked now! I have no idea why it didn't work last week. I'll wait for their response.
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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?
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Dave Dyson
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
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Emmet Haughian
Hi all,
We are trying to set up our MS Teams integration and it's causing us a few headaches.
Firstly, something that seems like a bug, when I try and add the Zendesk tab to any channel on MS Teams, I get a "Something went wrong error". Has anyone else experienced this?
Secondly then, and this could well be user error and/or misunderstanding the available functionality...I don't see any way to schedule a MS Teams call with a requester nor do I see how I might add a call recording, transcript etc. to a ticket for future reference. Is this not possible?
Thanks in advance
Emmet
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Dave Dyson
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Lukas Fehling
Hey Emmet,
We have the same problem. Did you solve this or got a respond from Microsoft?
Thank you
Lukas
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Dana Morris
Is it possible to have the ticket subject (or at least a portion) be included on the Teams Zendesk pop-up notification? Would make the Teams notification feature considerably more useful.
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David Gillespie
Hi Lukas Fehling & Emmet Haughian
Just wanting to confirm if you are still seeing the same issues. If you are seeing the same error then please contact the team at Softserve, which can be done here.
Dana Morris,
Thanks for the suggested feature, we can work with the team to see if this is possible.
Cheers,
David
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Timothy Bogart
Is teams integration required to see meeting invites? Seems odd, as they come thru normal email channels typically. Thanks
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Arianne Batiles
Hi Timothy Bogart,
May I confirm if you would like to see meeting invites in Zendesk? If so, the app does not include this functionality and there's currently no native way you can set up Microsoft Team meeting via ticketing system.
You may check the user guide here: https://zendeskforteams.com/user-guide#frequently-asked-questions
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Timothy Bogart
We would like to see meeting invites in Zendesk. Thanks
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Arianne Batiles
Hi Timothy Bogart
I found this 3rd party app in the marketplace which may help achieve your workflow: MS Teams Meeting by Solbeg
Should you decide to go for this app and encounter problems with using it, since this app is created by a third party and not by Zendesk, I would suggest contacting the creator of the app to troubleshoot any issues with it. You should be able to contact the developer from the same location where you downloaded this app. As an app created outside Zendesk, we cannot control the quality of the code, nor support the app or troubleshoot it.
Hope this helps!
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ZenIT
Hello,
In our organization we are working with different Zendesk instances and with one unique Teams tenant and we have been told that we can only link with this one tenant one Zendesk instance which is a problem and not what we need. Do yo know if there is some way in which we could link different Zendesk instances with one unique Teams tenant?
Thanks!
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Beto
Hi ZenIT thank you for your question!
Unfortunately, I am afraid that at this time, the integration with Microsoft Teams is strictly one-to-one. Additionally, this integration is not developed by Zendesk, so I am afraid that we would not be able to provide information regarding if a way in which you could add multiple Zendesk accounts for one Microsoft Teams tenet is planned for the future.
I hope you have a lovely rest of the day!
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Hannah Lucid
Hello! Can articles be viewed by team members within Teams if this integration is turned on?
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Gab
If the Microsoft Teams integration is turned on for Zendesk, articles can be shared and viewed by team members within Microsoft Teams. The integration allows for various interactions between Zendesk and Microsoft Teams, such as creating, commenting, and viewing tickets. However, it can also be used to share knowledge base articles from Zendesk Guide.
Remember that the ability to view the shared articles will also depend on the permissions and access settings defined within Zendesk Guide. If an article is restricted to certain users or groups in Zendesk, only those team members with the appropriate permissions will be able to view it, even if the link is shared in Microsoft Teams.
More information can be found here: Setting view permissions on articles with user segments
I hope this helps.
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Damanjit Singh
Hi team, I have a question turning on the cc function for end users in the ticket forms does not create the same field in Teams.
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Danny Chrismas
Are there any plans to natively integrate with Teams rather than using a third-party app?
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Jakub Raduszewski
Hi! Can we track in Zendesk Explore the usage of Zendesk x MS Teams integration? E.g. to which chaneels tickets were sent via Side Conversations.
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