Feature Request: Native MS Teams Integration for Zendesk Support

As a B2B Professional Services provider, we require seamless integration between Zendesk Support and Microsoft Teams to enhance our communication and collaboration capabilities. This integration should support various functionalities, including linking phone lines, utilizing Zendesk's IVR features, and ensuring that all interactions are recorded and linked to tickets.

Request:

We propose the development of a native MS Teams integration with Zendesk Support, including the following capabilities:

1. Phone Line Integration:
   • Admins should be able to link specific phone lines and utilize Zendesk's IVR features.
   • Teams calling numbers for agent DDI's should work as intended but come through Zendesk rather than the Teams app (or as well as).
2. Call Handling and Recording:
   • Calls should be answerable on MS Teams but still recorded in Zendesk and linked to tickets.
   • Outgoing Teams calls should create tickets in the same way outgoing Zendesk calls do.
3. Webinars and Help Center Integration:
   • Organization-level Teams Webinars should be available for agents to send invites or links to end-users in tickets.
   • Webinar landing pages should be embeddable in help center articles.
4. Side Conversations:
   • Agents should be able to chat in MS Teams via side conversations.
   • Admins should be able to choose whether these are treated as child tickets or message threads (like emails), ensuring metrics for response times are maintained.
5. Internal Calls and Meetings:
   • Agents should be able to call other agents (including light agents) from a ticket using Teams, even if the recipient does not subscribe to Teams Calling.
   • Agents should be able to schedule calls/meetings with the requester and CC's (and followers) via Teams.
   • A workflow should shift the assigned agent to the appropriate status a few minutes before the meeting to prevent incoming calls and open the ticket in a new tab.
   • An option for recurring meetings should be available, with each meeting creating a new ticket.
   • Meetings should utilize any MS Teams services, such as recordings, transcripts, and AI actions.
6. Access and Permissions:
   • Admins should be able to choose if all agents can access Teams meetings/chats or just the invited parties.
   • Agent status should be linked to MS Teams status.
   • All MS Teams users should be searchable, and their status shown and respected by Zendesk.
7. Transparency and Courtesy Messages:
   • Any Teams call or chat should automatically include a courtesy message noting that the interaction is linked and tracked to a specific ticket number for transparency.
8. External Calls:
   • Agents should be able to call end-users outside of their own organization, even if one or both parties do not have Teams Calling.

Benefits:

• Enhanced communication and collaboration between agents and customers.
• Improved efficiency in handling calls and meetings.
• Better tracking and recording of all interactions linked to tickets.
• Streamlined process for scheduling and managing meetings.
• Increased transparency and security in communications.

Use Case:

An agent needs to schedule a call with a customer. Using the MS Teams integration, they can schedule the call directly from the ticket, ensuring the call is recorded and linked to the ticket. The agent's status is updated automatically before the meeting, and the ticket opens in a new tab, ready for the call. After the call, the recording and transcript are available in the ticket for future reference.

Additional Notes:

Please ensure that the integration is continuously updated to support new MS Teams features and maintain compatibility with Zendesk Support.