Using Microsoft Teams actions in action flows

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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Microsoft Teams,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note note">
<span class="notetitle">Note:</span> The
steps associated with external systems in action flows are referred to collectively
as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_isc_z3w_zgc__ul_jmk_zx4_zgc">
<li class="li"><a class="xref" href="#topic_o34_2jw_zgc">Connecting Microsoft Teams to action builder</a></li>
<li class="li"><a class="xref" href="#topic_t22_tjw_zgc">Using Microsoft Teams actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_en1_xpd_fhc">Recipe: Notifying agents of newly assigned tickets in Microsoft Teams</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_o34_2jw_zgc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Microsoft Teams to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_o34_2jw_zgc__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect Microsoft Teams to action builder</strong><ol class="ol" id="topic_o34_2jw_zgc__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Microsoft Teams</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Use Microsoft to authenticate the account. <p class="p">You must use a service account
when connecting to Microsoft Teams because it uses User Scopes.
Authenticating with a personal account won't work properly.</p>
<p class="p">The
following scopes are required: <code class="ph codeph">ChannelMessage.Send</code>,
<code class="ph codeph">Chat.ReadWrite</code>,
<code class="ph codeph">ChannelMessage.Read.All</code>,
<code class="ph codeph">User.ReadBasic.All</code>, <code class="ph codeph">User.Read.All</code>,
<code class="ph codeph">offline_access</code>.</p>
<div class="note note">
<span class="notetitle">Note:</span> All external actions
performed by an action flow are attributed to the user who connected the
external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Microsoft Teams.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t22_tjw_zgc">
<h2 class="title topictitle2" id="ariaid-title3">Using Microsoft Teams actions in action flows</h2>
<div class="body">
<p class="p">Microsoft Teams action steps can be used to send updates and notifications from
Zendesk to Microsoft Teams. This allows for automated actions, such as posting
messages to channels or individuals and adding reactions to messages. Automating
interactions in Microsoft Teams can streamline collaboration and keep teams aligned
without needing to leave their primary workspace.</p>
<div class="p">The following Teams actions are available:<ul class="ul" id="topic_t22_tjw_zgc__ul_x3d_zjw_zgc">
<li class="li"><a class="xref" href="#topic_ssz_bkw_zgc">Add reaction to channel
message</a></li>
<li class="li"><a class="xref" href="#topic_a5y_ckw_zgc">Add reaction to direct
message</a></li>
<li class="li"><a class="xref" href="#topic_tqf_2kw_zgc">Look up thread</a></li>
<li class="li"><a class="xref" href="#topic_yz1_fkw_zgc">Look up user</a></li>
<li class="li"><a class="xref" href="#topic_evw_gkw_zgc">Post message to
channel</a></li>
<li class="li"><a class="xref" href="#topic_pyb_3kw_zgc">Post direct
message</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ssz_bkw_zgc">
<h2 class="title topictitle2" id="ariaid-title4">Adding a reaction to a channel message</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Add reaction to channel message</em> action to add an emoji reaction to a
message in a channel.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ssz_bkw_zgc__table_h4h_j4d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e241" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e243" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e241" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e243" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>,
<code class="ph codeph">channel_id</code>, <code class="ph codeph">message_id</code>,
<code class="ph codeph">reaction</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e241" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e243" style="text-align:left;vertical-align:top;">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_a5y_ckw_zgc">
<h2 class="title topictitle2" id="ariaid-title5">Adding a reaction to a direct message</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Add reaction to direct message</em> action to add an emoji reaction to a
direct message.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_a5y_ckw_zgc__table_fqg_44d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e318" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e320" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e318" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e320" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>, <code class="ph codeph">message_id</code>,
<code class="ph codeph">reaction</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e318" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e320" style="text-align:left;vertical-align:top;">none</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tqf_2kw_zgc">
<h2 class="title topictitle2" id="ariaid-title6">Looking up a thread</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Look up thread</em> action to retrieve a thread of messages from a channel
or direct message.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tqf_2kw_zgc__table_fs3_q4d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e388" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e390" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e388" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e390" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>,
<code class="ph codeph">channel_id</code>,
<code class="ph codeph">message_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e388" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e390" style="text-align:left;vertical-align:top;"><code class="ph codeph">messages</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_yz1_fkw_zgc">
<h2 class="title topictitle2" id="ariaid-title7">Looking up a user</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Look up user</em> to retrieve data about a user in Microsoft Teams for
further use in the action flow.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_yz1_fkw_zgc__table_f2p_r4d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e462" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e464" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e462" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e464" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>,
<code class="ph codeph">user_id</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e462" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e464" style="text-align:left;vertical-align:top;">
<code class="ph codeph">display_name</code>, <code class="ph codeph">email</code>,
<code class="ph codeph">real_name</code>, <code class="ph codeph">user_id</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_evw_gkw_zgc">
<h2 class="title topictitle2" id="ariaid-title8">Posting a message to a channel</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Post message to channel</em> action to send a message to a specific channel
in Microsoft Teams.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_evw_gkw_zgc__table_z2x_n4d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e539" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e541" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e539" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e541" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>, <code class="ph codeph">team_id</code>,
<code class="ph codeph">channel_id</code>,
<code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e539" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e541" style="text-align:left;vertical-align:top;"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_pyb_3kw_zgc">
<h2 class="title topictitle2" id="ariaid-title9">Sending a direct message</h2>
<div class="body">
<p class="p">Use the <em class="ph i">Post direct message</em> action to send a message to a specified user in
Microsoft Teams.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_pyb_3kw_zgc__table_jb4_54d_tgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e613" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e615" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e613" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e615" style="text-align:left;vertical-align:top;">
<code class="ph codeph">external_id</code>,
<code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e613" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e615" style="text-align:left;vertical-align:top;"><code class="ph codeph">id</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_en1_xpd_fhc">
<h2 class="title topictitle2" id="ariaid-title10">Recipe: Notifying agents of newly assigned tickets in Microsoft Teams</h2>
<div class="body">
<p class="p">The following example action flow automatically sends notifications to agents in
Microsoft Teams when a Zendesk ticket is assigned to them. This sort of notification
can reduce response time and prevent tickets from slipping through the cracks. </p>
<div class="p">Such an action flow might consist of the following steps:<ol class="ol" id="topic_en1_xpd_fhc__ol_hhj_pwf_dhc">
<li class="li">Add an action flow trigger with the following details:<ol class="ol" id="topic_en1_xpd_fhc__ol_l2n_nwq_chc" type="a">
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk</strong>, click
<strong class="ph b">Tickets</strong>.</li>
<li class="li">Click <strong class="ph b">Routing</strong> and select <strong class="ph b">Ticket assignment
changed</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up ticket details:<ol class="ol" id="topic_en1_xpd_fhc__ol_u1q_wcx_chc" type="a">
<li class="li">In the action builder, beneath the action flow trigger, click the
<strong class="ph b">Add step</strong> icon (<img class="image" id="topic_en1_xpd_fhc__image_ls5_1xr_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
ticket</strong>.</li>
<li class="li">Under <strong class="ph b">Ticket ID</strong>, click into the field and then click
<strong class="ph b">Select a variable instead</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">1 Ticket agent assignment
changed</strong> as the step that output the variable you want to
use, and then select <strong class="ph b">Ticket ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up user details about the ticket assignee:<ol class="ol" id="topic_en1_xpd_fhc__ol_zjp_qdx_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_en1_xpd_fhc__image_ox3_rdx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">2 Look up ticket</strong> as the
step that outputs the variable you want to use, and then select
<strong class="ph b">Assignee ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up user details about the ticket requester:<ol class="ol" id="topic_en1_xpd_fhc__ol_rkn_m5d_fhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_en1_xpd_fhc__image_skn_m5d_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">2 Look up ticket</strong> as the
step that outputs the variable you want to use, and then select
<strong class="ph b">Requester ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to lookup details about the ticket requester's organization:<ol class="ol" id="topic_en1_xpd_fhc__ol_wxc_k2x_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_en1_xpd_fhc__image_xxc_k2x_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
organization</strong>.</li>
<li class="li">Under <strong class="ph b">Organization ID type</strong>, select <strong class="ph b">Zendesk organization
ID</strong>.</li>
<li class="li">For <strong class="ph b">Organization ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">4 Look up user</strong> as the step
that outputs the variable you want to use, and then select
<strong class="ph b">Organization ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step that sends a direct message in Teams to the ticket assignee that
contains the information you collected for the ticket, assignee, and
organization:<ol class="ol" id="topic_en1_xpd_fhc__ol_wfl_lxf_dhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_en1_xpd_fhc__image_ixj_mxf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">External actions</strong>, click
<strong class="ph b">Microsoft Teams</strong> and then select <strong class="ph b">Post direct
message</strong>.</li>
<li class="li">Under <strong class="ph b">Email</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">3 Look up user</strong> as the step
that outputs the variable, and then select <strong class="ph b">Email</strong>.</li>
<li class="li">Under <strong class="ph b">Message</strong>, enter the message you want to send to the
newly assigned agent. Include relevant ticket, requester, and
organization information as variables from the Look up ticket and
Look up user steps, respectively, to streamline their ability to
solve the ticket. In the following example, all variables are
italicized:<pre class="pre codeblock"><code>Hi <em class="ph i">Assignee &gt; Name</em>,

Ticket <em class="ph i">Ticket ID</em> has been assigned to you. Please respond as soon as possible.

User contact information:
- Email: <em class="ph i">Requester &gt; Email</em>
- Locale and timezone: <em class="ph i">Requester &gt; Locale</em> - <em class="ph i">Requester &gt; IANA timezone</em>
- Notes: <em class="ph i">Requester &gt; Notes</em>

Here's more context on the ticket:
- Ticket subject: <em class="ph i">Ticket Subject</em>
- Ticket description: <em class="ph i">Ticket Description</em>
- Last ticket update: <em class="ph i">Ticket's Latest agent update</em></code></pre>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Test</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570#topic_uyj_qsw_3fc" target="_blank">test the action flow</a>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_en1_xpd_fhc__image_uls_2xf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Activate</strong> to begin using the
action flow to automatically notify agents in Microsoft Teams that a Zendesk
ticket has been assigned to them.</li>
</ol>
</div>
</div>
</div>
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