为Microsoft Teams构建和支持Zendesk集成

ZENDESK INTEGRATIONFOR MICROSOFT TEAMS OverviewI n a collaborative effort, SoftServe created an upgraded Microsoft Teams applicationintegration for Zendesk. As a result, Zendesk satisfied consumer demand and addedvalue to the app, seeing more than 10,000 active Microsoft Teams users leverage theintegration in the first two and a half months. Integration as a prerequisitefor maximizing valueM As an industry leader in customer supportsoftware, our client knew this neededto change. The potential of connectingtwo leading platforms—for supportand collaboration—was undisputed. Inaddition, it would reach more potentialusers and streamline business processes. icrosoft Teams had 270M activeusers as of January 2022. However,at that time, none of them couldfully utilize the power of Zendesk in theircollaboration environment. Microsoft advised Zendesk to turn to SoftServe to build the integration, given our extensiveexperience in this area. SoftServe has released more than 25 Microsoft Teams applications,as well as Atlassian apps, with the MAU exceeding 200,000 in foremost integrations. Inaddition, SoftServe has a team of experts focused on product and business enhancementvia integration. By the time Zendesk contacted SoftServe, our client already had a large marketplace ofintegrations: including an existing integration with Microsoft Teams built in 2016. However,the old app had limited functionality and didn’t provide the necessary experience forZendesk users within Microsoft Teams. Zendesk made the request to build a new integration for Microsoft Teams from scratch.One key goal of the new integration was to allow users to work with support requestswithin Zendesk without leaving the communication platform. team team •Technical lead•Front end software developers•Backend software developers•QA manual engineer•DevOps engineer,•Project manager,•Product manager,•UX designer•Tech writer/tech communicator •Product manager,•UX designer,•Project manager,•Architect team,•Content team,•Marketing team Building a tightlyintegrated suite SoftServe collaborated with Zendesk ingathering requirements based on userinterviews and input from Zendesk’scustomers. UX designers and product managers fromboth SoftServe and Zendesk worked closelyto find the answers. Each design wentthrough rounds of UI/UX discussions toensure the user experience was smoothand fulfilling. One of the biggest challenges wasdetermining the most critical use casesfor operating Zendesk requests withinthe Microsoft Teams environment andestablishing an intuitive user flow. Specific use cases became recognizableonly at the development stage, whichprompted a return to the UX/UI designstage. However, the extra effort wasworthwhile. The resulting integrationdelivers a simple, intuitive, and harmonizedexperience. Key questions asked during the kickoffincluded what Zendesk actions could becompleted without leaving Teams andhow seamless transitions could be madebetween the two products. Handling the complexityof systems and requirements Another challenge was compliancewith the business and technicalrequirements, standards, andlimitations of the Zendesk and Microsoftenvironments. Under the continuous facilitation ofSoftServe’s product manager, the workprocess was iterative and agile. The effortensured that all stakeholders were satisfiedwith the result. Tech Stack Sometimes the compliance seemed small,such as the size of the pop-up window fordata entry. The functionality of creatingand updating a ticket validation formtook a whole sprint to develop becauseof the versatility of the ticket forms andconditional fields in Zendesk. •.NET Core•React•Cosmos DB•Azure Storage•Microsoft Bot Framework 10,000+ active users monthly The integration opens a wide range of possibilities for Zendesk users. First andforemost, it allows users to create, view, and update support tickets directly fromMicrosoft Teams. Users can also receive real-time notifications on tickets withinMicrosoft Teams and collect details like issue descriptions, internal notes, or attachmentsbefore agent handoff. A unique feature of the integration is that it utilizes resource-specific consent (RCS) toreceive messages in channels. As a result, Microsoft Teams users do not need to mentionZendesk to interact with the app. In addition, the Zendesk AnswerBot proactively suggestsarticles from the selected help center. The integration is available on the web, desktop, and mobile platforms, covering fouruser roles in personal, chat, and channel environments. An extended list of functions isavailable onthe dedicated Zendesk marketplace page. The integration adds value for Zendesk end customers, allowing them to process ticketsfaster without leaving Microsoft Teams and switching the environments. This leads toimproved productivity and process optimization. In addition, SoftServe builta websitefor the Zendesk appwith the user, installation guides, and a contact form to reach thesupport team. In the fi