Microsoft Teams Integration - Zoho Desk Knowledgebase

Setting up the Microsoft Teams Integration

Microsoft Teams is an all-in-one hub that allows a group of people to communicate and collaborate in a single workspace. It brings chats, files, and apps together, so much so that users can start working on Zoho Desk tickets from within the Teams workspace. Users can also receive instant notifications on Teams whenever tickets are created or updated in Zoho Desk.

There are 2 ways you can add Zoho Desk to Teams:
  • Zoho Desk Tab
  • Zoho Desk Connector

Note:
  • The Microsoft Teams integration is not available for customers on the Free plan of Zoho Desk.

Zoho Desk Tab 
Tabs provide a dedicated canvas to access your Zoho Desk support tickets right inside your Microsoft Teams channels. You can also chat with your teammates about tickets within the tab, to provide better customer support.



Actions under the Zoho Desk Tab
Here are some of the actions that you can perform under the Zoho Desk tab:
  • View the details of a ticket in the "Peek" view
  • Leave public or private comments
  • Reply, Reply All, and Forward tickets
  • Update the status of tickets
  • Assign tickets to agents or teams
  • Add followers and tags to tickets
  • Edit the properties of tickets
  • Submit your time spent on tickets

Note:
  • Only the Teams users who are added to the Zoho Desk portal can access the ticket tabs.
  • Depending on your permissions, you might only be able to perform these actions on the Zoho Desk tabs.

Installation Requirements
  • Any Zoho Desk paid plan
  • Microsoft Teams account

Installing Zoho Desk Tab
The tab is installed from the Microsoft Teams channel. 
To install a Zoho Desk tab to a channel:
  1. Log in to your Microsoft Teams account in Office 365.
  2. Select the channel where you want to install the tab.
  3. Click on the “+” sign to the right of the existing tabs in the channel.



  4. On the Add a tab page, select Zoho Desk from the list of apps,
  5. On the Zoho Desk window,  click Sign in using Zoho.
  6. On the next popup, enter your Zoho credentials and click Sign in.



  7. When prompted, select your Portal, Department and the Ticket View you want to be displayed.
  8. Click Save.



Zoho Desk will create a new tab named after the department and the view. Inside the tab, you can interact with the tickets in the same way you would, had you logged in directly to Zoho Desk.

Zoho Desk Connector 
The Zoho Desk Connector enables you to get notified about your Team's ticket activities directly into your Microsoft Teams channels. These notifications contain necessary information so you can act on them quickly.

Benefits of Zoho Desk Connector
  • Stay on top of important things that happen in Zoho Desk with near real-time notifications.
  • Set up department-specific channel configuration, so different channels can receive different notifications.
  • Fine grain your notifications to reduce the noise in your communication channels.
  • Quick single-click access to the ticket in Zoho Desk.

Installing Zoho Desk Connector
The connector is installed from the Microsoft Teams channel.
To install a Zoho Desk connector to a channel:
  1. Log in to your Microsoft Teams account in Office 365.
  2. Navigate to the Teams tab and locate the team and the channel you want to integrate with Zoho Desk.
  3. Click on the ellipses next to the channel name and select Connectors from the dropdown menu.
    A new window will pop up. 
  4. Search for Zoho Desk in the search box and click Configure next to the app after it shows up.
  5. On the Zoho Desk window,  click Sign in using Zoho.
  6. On the next popup, enter your Zoho credentials and click Sign in.



  7. When prompted, do the following:
    • Select your Zoho Desk Portal
    • Specify the Departments that you need to receive updated from.
    • Check the boxes under Notifications to configure what type of notifications you want to receive.
  8. Click Save.


Now when changes occur to tickets, Zoho Desk will notify teammates via the channel discussion.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us: support@zohoforms.com


                            




                            

                        Zoho Marketing Automation

                          Zoho Sheet Reources

                           




                              Zoho Forms Resources


                                Secure your business
                                communication with Zoho Mail


                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times


                                  Carry your calendar with you
                                  Anytime, anywhere




                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now


                                              Zoho SalesIQ Resources



                                                  Zoho TeamInbox Resources



                                                          Zoho DataPrep Resources



                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW


                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now











                                                                                    • Related Articles

                                                                                    • Setting up Zoho Desk for Office 365 Integration

                                                                                      Microsoft Office 365 is one of the most used office tools to run day-to-day business operations. If you use Office 365 in your organization, adding your contacts and employees into Zoho Desk from Office 365 is quick and easy.  With Zoho Desk - Office ...
                                                                                    • Setting up Zoho Projects Integration

                                                                                      Encourage collaboration between your customer support and product teams by integrating with Zoho Projects. The integration enables you to automatically create tasks and submit issues in Zoho Projects from inside support tickets. For example, if your ...
                                                                                    • Microsoft QnA Maker for Zoho Desk

                                                                                      The Microsoft QnA Maker extension for Zoho Desk lets you access AI bots in Zoho Desk that can answer your queries. Any bots created in your Microsoft cognitive services can be linked with Zoho Desk with an API call. Installing the extension You can ...
                                                                                    • Bigin for Zoho Desk Integration

                                                                                      Bigin is an easy-to-use pipeline-centric CRM solution built for small businesses and designed to make sales processes more effective. Being an ideal precursor to a full-fledged CRM, Bigin is a great first step for anyone who wants to eliminate the ...
                                                                                    • Zoho Desk for Salesforce CRM Integration

                                                                                      Salesforce is a popular solution for customer relationship management software primarily due to its flexible configuration, cloud accessibility and easy integration of data between a business' other software systems. The Zoho Desk for Salesforce ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace

                                                                                      Resources

                                                                                      Videos

                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                      eBooks

                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                      Webinars

                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                        Zoho Show Resources