MS Teams integration

This document contains the following topics about the Zendesk Support & Microsoft Teams integration:

[1. [Microsoft Teams - Zendesk Integration]

1. Interlocking method

2. Capabilities

a. Add Zendesk views to your Teams team

b. Notify your channel about Zendesk ticket updates

1. How to integrate (for more information, see Microsoft Teams - Zendesk Support Integration)

a.In Teams “Find Apps”, search for and select “Zendesk”.

b. Select “Add to Team”

c. Select the desired channel

d. Select the type of integration

- Tab Settings: Add Zendesk views as tabs to selected teams/channels

- Connector settings: Add update notifications for Zendesk tickets to selected channels

[Tab settings]

e.Enter Zendesk's subdomain & select authentication.

f. Select the Zendesk view you want to add as a tab.

g. check “Post conversations about this tab to channel” and select Save.

f. result

- Clicking on a ticket takes you to Zendesk Support

[Connector settings]

e. Select “Add a new ZenDesk account” and enter the desired Zendesk subdomain.

f. After selecting Escalate to Office 365, select the desired notification options and save.

g. can confirm the configuration is complete.

g. results

- Send a message to your Teams channel about Zendesk ticket updates

[Other]

* When you integrate the Zendesk connector in Teams, triggers are automatically created in Zendesk. If you want to send a message to Teams with more conditions than the default notifications (ticket creation, public reply update, ticket resolution), you can modify the conditions of the Zendesk trigger to set notifications with more conditions.

* When you receive a Zendesk message in your Teams channel, you must go to Zendesk Support via the View in Zendesk button to update the ticket. (Currently, only Zendesk -> Teams notifications are available, and Teams -> Zendesk updates are not available)

[2. [IntegrateCloud Connector for Office Teams]

Integrate

with apps from the Zendesk Marketplace.