Integrate Zendesk with Microsoft Teams Using Pabbly Connect

Learn how to seamlessly integrate Zendesk with Microsoft Teams using Pabbly Connect. Automate ticket management and improve productivity with this detailed tutorial. Explore efficient methods for automating routine tasks with clear, concise instructions suited for both newcomers and experienced professionals.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Integration

To integrate Zendesk with Microsoft Teams, start by accessing Pabbly Connect. This powerful automation tool allows you to create workflows that connect various applications seamlessly. Sign up for free on the Pabbly Connect website to get started.

Once you have signed up, log in to your account and navigate to the dashboard. Here, you can create a new workflow by clicking on the ‘Create Workflow’ button. You can give your workflow a name, such as ‘Zendesk to Microsoft Teams Integration’ and click on the ‘Create’ button to proceed.

2. Setting Up the Trigger in Pabbly Connect

The next step involves setting up the trigger for your workflow, which will initiate the automation process. In this case, the trigger application is Zendesk. Click on the trigger section and select Zendesk as the application. using Pabbly Connect

• Choose ‘New Ticket’ as the trigger event.
• Copy the webhook URL provided by Pabbly Connect.
• Follow the instructions to create a webhook in Zendesk.

In Zendesk, navigate to the admin settings and locate the ‘Webhooks’ section. Create a new webhook by pasting the copied URL into the endpoint URL field. Set the request method to POST and the request format to JSON. After saving, send a test request to ensure the connection is established successfully.

3. Defining Conditions for Ticket Creation

After setting up the trigger, the next step is to define the conditions under which the data will be sent to Microsoft Teams. This is done by creating a new trigger in Zendesk that specifies when a ticket is created. using Pabbly Connect

• Add a new trigger in Zendesk and name it appropriately.
• Set the condition to ‘Ticket is Created’.
• Select the action to notify the active webhook.

Once you have defined the conditions, you will need to map the JSON body to include ticket details such as subject, status, and priority. This ensures that relevant information is sent to Microsoft Teams whenever a new ticket is created.

4. Sending Data to Microsoft Teams

With the trigger and conditions set, the next step is to configure the action that will send the ticket data to Microsoft Teams. In Pabbly Connect, select Microsoft Teams as the action application. using Pabbly Connect

Choose the action event as ‘Send Channel Message’. Connect your Microsoft Teams account by allowing the necessary permissions. Select the appropriate team and channel where you want to post the ticket details. Map the fields from Zendesk to the message template in Microsoft Teams, ensuring that the ticket’s title, status, and description are included.

5. Testing and Verifying the Integration

Once everything is set up, it is crucial to test the integration to ensure that it works as expected. Create a new ticket in Zendesk and check if the details are posted in Microsoft Teams.

After submitting a new ticket, return to Pabbly Connect and capture the response. Verify that the message appears in the designated Teams channel with all the mapped details correctly displayed. This confirms that your integration using Pabbly Connect is functioning properly.

Conclusion

In this tutorial, we explored how to integrate Zendesk with Microsoft Teams using Pabbly Connect. By automating the process of posting new tickets, you can enhance your customer support efficiency and streamline communication within your team.