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About the Zendesk for Microsoft Teams integration

Kristie Sweeney
  • Edited
Zendesk Documentation Team

What's my plan?

Suite all

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 Zendesk bots 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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14 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
    Zendesk Product Manager

    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
    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
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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
    Hi Emmet, it looks like one of our support agents responded to your inquiry with them. In any case, the best way to get support would be to contact the app developer directly via the Contact Us link on the app's Marketplace page: Microsoft Teams for Support
     
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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
    Zendesk Product Manager

    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
    Zendesk Customer Care

    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
    Zendesk Customer Care

    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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