Integrating Zendesk into Microsoft Teams

9 Comments

  • Sam Arora

    Any way to add a Hyperlink. I added URL but it's coming as plain text. I tried adding a @type as openuri but didn't work

    0
  • Michael Konstantin

    @Sam Arora,

    My apologies for the delayed response; I wound up with the same issue, so I add JSON code for adding a button, that includes the different OS options...

    ##    "potentialAction": [
    ##        {
    ##            "@type": "OpenUri",
    ##            "name": "View in Zendesk",
    ##            "targets": [
    ##                {
    ##                    "os": "default",
    ##                    "uri": "{{ticket.link}}"
    ##                },
    ##                {
    ##                    "os": "iOS",
    ##                    "uri": "{{ticket.link}}"
    ##                },
    ##                {
    ##                    "os": "android",
    ##                    "uri": "{{ticket.link}}"
    ##                },
    ##                {
    ##                    "os": "windows",
    ##                    "uri": "{{ticket.link}}"
    ##                }
    ##            ]
    ##        }
    ##    ]

    This way, people can still quickly get to the ticket without needing to copy/paste the ticket details into Zendesk. Hopefully this helps you out, and again, my apologies on the delayed response.

     

    ~Konstantin

    1
  • Heather Cook

    If we have multiple groups in Zendesk each with their own Team in MS teams, would I have to create multiple MS teams webhooks and therefore multiple Zendesk extensions? Or can I use the same web hook and Zendesk extension?

    0
  • Michael Konstantin

    Heather Cook,

    My apologies for not responding to this sooner, as I didn't get a notification for your post; You will need to create a webhook for each, as MS Teams requires the webhook details pulled from the Teams channel being configured.

    As for the Extensions, you will have to generate one for each, as the webhooks are unique, and the Extension requires the specific webhook for sending over the details into MS Teams,

     

    I hope this helps.

     

    ~Konstantin

    0
  • Merav B

    Hi

    Is there a way to integrate the Zendesk community posts to a Teams channel? (not the tickets)

    Thanks

    Merav

    0
  • Nicole S.
    Zendesk Community Team

    Hi Merav -

    There's no out of the box integration between Gather and Teams. You may be able to configure it using the API, but we don't have anything set up for that purpose at the moment.

    1
  • Olli

    Michael Konstantin,

    could you please paste the whole JSON code with clickable buttons? Are those two JSON codes merged into one, or are they separate? 

    Thanks!

    0
  • Michael Konstantin

    Olli,

    The two JSON Code examples I provided are merged into one; Here is the code I used for having one of our teams' ticket details post directly to their MS Teams channel:

    {
    "@context": "http://schema.org/extensions",
    "@type": "MessageCard",
    "themeColor": "ffd517",
    "title": "Ticket #{{ticket.id}} has been assigned to the Group",
    "summary": "Zendesk",
    "sections": [
    {
    "facts": [
    {
    "name": "Ticket ID",
    "value": "{{ticket.id}}"
    },
    {
    "name": "Subject",
    "value": "{{ticket.title}}"
    },
    {
    "name": "Requester",
    "value": "{{ticket.requester}}"
    },
    {
    "name": "Description",
    "value": "{{ticket.description}}"
    }
    ]
    }
    ],
    "potentialAction": [
    {
    "@type": "OpenUri",
    "name": "View in Zendesk",
    "targets": [
    {
    "os": "default",
    "uri": "{{ticket.link}}"
    },
    {
    "os": "iOS",
    "uri": "{{ticket.link}}"
    },
    {
    "os": "android",
    "uri": "{{ticket.link}}"
    },
    {
    "os": "windows",
    "uri": "{{ticket.link}}"
    }
    ]
    }
    ]
    }
    1
  • Olli

    Great, thank you Michael Konstantin, now it's working properly for us!

    0

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