Zendesk for Microsoft Teams
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SET-UP GUIDE
Setting up the Zendesk for Teams App
Learn how to set up the Zendesk integration for Microsoft Teams to manage tickets and answer users’ questions with content from your Zendesk knowledge base.
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Set-up Guide
The Zendesk integration for Microsoft Teams includes an app to help you manage your support tickets and keep up to date with any changes. The Zendesk app can answer your questions in a chat with the app or in a channel where it's been enabled. If the app doesn't have the answer, it prompts you to create a ticket.
With this integration Zendesk users can:
  • Create tickets
  • Update tickets
  • Configure notifications
  • View Zendesk tickets in Microsoft Teams tabs
  • Search and share tickets via message extension
  • Get article recommendations from Answer bot in personal chats and channels
To set up the integration, you need to have admin permissions in both Microsoft 365 and Zendesk.
The Zendesk to Microsoft Teams integration is available for free on the following Zendesk plans:
  • Suite Team or above
  • Support Team or above
This article includes the following topics:
INSTALLING THE ZENDESK APP
To set up the integration, install the Zendesk app in Microsoft Teams.
To install the integration
  1. In Microsoft Teams, go to the Apps tab in the bottom-left corner of the menu.
  2. In the Search all apps field, enter Zendesk.
  3. Click Zendesk, then click Add to install your app.
PROVIDING PERMISSION AND CONNECTING TO YOUR ZENDESK ACCOUNT
1.
In Microsoft Teams, click Chat, then click Zendesk. A welcome message is displayed.
Welcome to Zendesk for Microsoft Teams
2.
In the bottom-left corner of the message, click Grant permissions.
You will be redirected to the Azure AD consent page in your browser.
3.
Click Accept. A “Permissions granted” page is displayed.
4.
Go back to Microsoft Teams, select Chat, then select the Zendesk app.
5.
In the bottom-right corner of the message, click Connect subdomain.
6.
Enter your Zendesk subdomain, and then click Connect.
7.
In the message displayed, check the subdomain that you entered is correct. Click Edit to revise your information, otherwise click Sign In.
Sign in screen
8.
In the Sign in dialog, enter your Zendesk admin credentials into the Email and Password fields, and then click Sign in.
If the connection is successful you will see the ‘Let’s create a ticket together’ message below. We encourage you to try the actions provided in the onboarding videos to make it easy for your organization to start using the integration.
Let’s create a ticket together
If the domain is not recognized, you will receive an error message and will be asked to enter your company subdomain again.
SETTING UP AND CONFIGURING THE ZENDESK APP
The Settings tab is a part of the 1-1 app experience, located next to the Tickets tab in the one-to-one chat with the Zendesk bot.
Using the Settings tab, Zendesk admins can:
  • Add the app to teams and channels
  • Set up Answer Bot and Help Centre
  • Limit forms and brands available to end users when submitting tickets in Microsoft Teams
  • Customize the appearance and presentation of the app
  • Manage personal notifications
Note: End users and agents will have the Settings tab with a placeholder. The Product team is working hard to make this feature available for these roles in upcoming releases.
The Settings tab for Zendesk admins.The Settings tab for Zendesk admins.
The Settings tab placeholder for agents and end users.The Settings tab placeholder for agents and end users.
ADD THE ZENDESK APP TO A TEAM CHANNEL
Zendesk admins can add the Zendesk app to channels to:
  • Setup channel notifications
  • Setup tickets view
  • Search for tickets & guide articles
  • Setup Answer Bot articles recommendations for the channel
To add the Zendesk app to teams and channels, follow these steps:
  1. Go to the Settings tab and select Add to channel from the left side menu
  2. Search for the relevant teams or channels
  3. Select the teams and channels where you want to add the app
  4. Select the Add to channel(s) button
The app will be added to all the teams you selected, and a welcome card will be sent to the channels.
Searching and selecting channels and teams.Searching and selecting channels and teams.
Welcome card sent in a channel.Welcome card sent in a channel.
Note: Adding app in bulk to channels requires the app permissions to be updated for existing users. Click the link provided by the app to update permissions or copy it to your Office 365 admin.
On this page, you can also view all the channels where the app is available, along with some additional information. This includes whether notifications and Answer Bot are enabled for this channel, as well as the number of Zendesk tabs added.
Channels where the app was added.Channels where the app was added.
ANSWER BOT & HELP CENTRE
This feature is built on top of the integration and will be disabled by default. An admin can use the Answer Bot & Help centre menu in the Settings tab to manage Answer Bot app-wide for all other users. Please make sure it is active in Zendesk Admin Center before using it.
To enable the Answer Bot article recommendations, use the toggle, then select the Help Centre from which the Answer Bot will recommend articles. You can also adjust the labels to narrow the Answer Bot search.
Using the Answer Bot & Help Centre for article recommendations.Using the Answer Bot & Help Centre for article recommendations.
The messaging extension will set the same Help Centre for the article search.
Articles in the messaging extensionArticles in the messaging extension
Note: It's important to note that the Answer Bot in 1-to-1 conversations for agents and admins will share articles available to their segment. In contrast, for end users, it will share articles accessible to both their segment and everyone. So, if you're an admin or agent trying to find an article available to "Everyone," you will get no results.
By default, the Answer Bot is disabled in channels. To manage it in a channel, an admin or an agent needs to use the answer bot command.
Explore this User Guide section for more information.
BRANDS & FORMS
As an admin, you can select which Help Centres and ticket forms are shown to end users within MS Teams.
By default, all Help Centres and forms are on when you open this page for the first time. Uncheck the ones you don’t need in Zendesk for Microsoft Teams integration, select Save changes and they will be hidden from end users.
This setting won't affect agents, who will see the Brands & Forms based on their permissions in Zendesk.
Brands & Forms setup page.Brands & Forms setup page.
CUSTOMIZE APP
Microsoft Teams admins can modify the appearance of the Zendesk for Teams app to provide a personalized branded experience to your organization's end-users.
The changes will only be visible in your Microsoft Teams organization. Here are the properties you can customize:
  • Short name
  • Short description
  • Full description
  • App icon
  • Outline the color of the icon
  • Accent color
To customize the app, go to Microsoft Teams Admin Center.
Customize app page.Customize app page.
PERSONAL NOTIFICATIONS
This is a page where Zendesk admins can manage their personal notification preferences for the Zendesk for Microsoft Teams app.
Similar to agents, admins can choose whether they receive notifications in these scenarios:
  • Tickets assigned and tickets replies
  • Tickets assigned
  • Tickets replies
  • No ticket notifications
To learn more about personal notifications, read this section in the User Guide.
Personal notifications settings page.Personal notifications settings page.
ROLLING THE APP OUT ACROSS THE ORGANIZATION
As an admin, you can use app setup policies to install and pin the Zendesk app to help promote its use across your organization.
Follow these instructions to manage app setup policies in Microsoft Teams.
If you need help or have any questions on Zendesk app for Microsoft Teams, reach out to SoftServe's Support team. We are available 24/7 and happy to help!
CONTACT SUPPORT