Setting up Microsoft Teams Integration

Setting up 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. Once integrated with Zoho Desk, users can perform all customer ticket management processes within MS teams platform.  

You can also set up a bot in Microsoft Teams for better communication and improved collaboration.

Benefits of integrating Zoho Desk within Teams

  1. Communication between agents is improved.
  2. Ticket status can be tracked efficiently.
  3. Instant notifications upon creation or updation of tickets can be received on channel or personal bot.
  4. Address customer tickets from MS Teams platform.
The Microsoft Teams integration is available only for all Paid editions.

Adding Zoho Desk to Teams

Users can add Zoho Desk to Teams by using Zoho Desk Tab. With the Zoho Desk tab, users can collaborate on customer tickets and perform ticket actions such as replying to the ticket, adding comments, and more, from inside Microsoft Teams.

Zoho Desk Tab

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

Actions under the Zoho Desk Tab

The Following actions can be performed by the users from the Zoho Desk tab:
  1. Get ticket detail view
  2. Leave public or private comments on tickets
  3. Reply, Reply All, and Forward tickets
  4. Update the ticket status 
  5. Assign tickets to agents or teams
  6. Add followers and tags to tickets
  7. Edit the ticket properties 
  8. Submit the time spent by you on each ticket
Points to remember
  1. Only the MS Teams users who are added to the Zoho Desk portal can access the ticket tabs.
  2. Users can perform the above given actions on the Zoho Desk tabs based on their profile permissions defined in the Zoho  Desk.

Installing Zoho Desk tab to MS Teams Channel

The Zoho Desk tab is installed on the Microsoft Teams channel in two ways, either from Apps or Teams.

To install Zoho Desk tab using Apps
  1. Log in to your Microsoft Teams account in Office 365.
  2. Click Apps from the left panel.

  3. Search and select Zoho Desk.
    You can also use this link to install Zoho Desk for Teams.

  4. In the Zoho Desk window, click Add to a team from the drop-down.

  5. Enter the desired Team or Channel name.
  6. Select Set up a tab from the drop-down list.
    You can also set up a bot to enable channel and personal notifications.

  7. On the Zoho Desk window, click Sign in.
  8. Enter your Zoho credentials and click Sign in.
  9. Select your Portal, Department, and the Ticket View.

  10. Click Save.

To install Zoho Desk tab using Teams

  1. Log in to your Microsoft Teams account in Office 365.
  2. Click Teams from the left pane.

  3. Select the desired channel to install the tab.
  4. Click on the (+) sign to the right of the existing tabs in the channel.

  5. On the Add a tab page, select Zoho Desk from the list of apps.

  6. On the Zoho Desk window, click Sign in.
  7. Enter your Zoho credentials and click Sign in.
  8. Select your Portal, Department, and the Ticket View.

  9. Click Save.

  1. Zoho Desk will create a new tab that will be named after the department and the view. Inside the tab, you can interact with the tickets in the same way as you do in Zoho Desk. Likewise, you can add multiple tabs, and choose the desired view once rendered.
  2. Once the Zoho Desk tab is rendered in the MS Teams channel, users can also switch between the ticket views within the same tab.

For Existing users: For those who have already integrated Zoho Desk using the Connectors option in Teams, the new sign-in flow won't affect the integration. You can continue to access Zoho Desk via Teams using our new sign-in flow.

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