Zendesk Ticket SLA & Teams Sync

Overview

This flow bridges Zendesk support into Microsoft Teams, backed by a Dataverse idempotency ledger. On an hourly schedule it reads all open Zendesk tickets, posts any new high-priority ticket to a Teams support channel, and - when an open ticket ages past its SLA window - reassigns the ticket to the team lead in Zendesk and alerts the channel. A Dataverse ledger records every notification/escalation so the same ticket is never actioned twice across runs.

Why it matters: Agents triage in Teams while the ticket of record lives in Zendesk. Surfacing high-priority work and auto-escalating breaches gives every at-risk ticket a human owner the moment the SLA elapses, with zero duplicate noise.

As-built note: the Zendesk Power Platform connector is tabular (no event trigger, and no SearchTickets/AddComment actions), so the flow uses a Recurrence trigger that polls GetItems on the tickets table. The two-way Teams-reply-to-Zendesk-comment companion is documented as a future extension (it needs a Teams trigger + a Zendesk private-note write via REST).

Use Case

A support team wants new urgent/high tickets surfaced in a Teams channel automatically, SLA-breached tickets escalated to a team lead without manual chasing, and a durable audit trail of what was notified and when. The flow ships Off; going live requires only authorizing the three connections and setting the configuration environment variables.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Zendesk	shared_zendesk	GetItems PatchItem
Microsoft Teams	shared_teams	PostMessageToConversation
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Switch to event-driven

If a Zendesk webhook/automation POSTs to a flow URL, replace the Recurrence + GetItems front end with a Request trigger for near-real-time handling.

Two-way sync (companion flow)

Add a Teams OnNewChannelMessage trigger flow that writes an internal Zendesk note via REST PUT .../tickets/{id}.json with comment.public=false (the tabular connector has no comment action).

Priority tiers

Broaden/narrow flowlibs_ZendeskHighPriorities (e.g. urgent only) without touching flow logic.

SLA precision

Swap the created_at-age heuristic for a Zendesk SLA policy field if your plan exposes next_breach_at.

Adaptive cards

Replace the HTML Teams body with an adaptive card carrying Acknowledge/Reassign buttons that call PatchItem directly.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@contains(split(variables('varHighPriorities'),','), toLower(coalesce(items('Apply_to_each_Ticket')?['priority'],'')))

@equals(length(coalesce(body('List_HighPriority_Log')?['value'], json('[]'))), 0)

@less(coalesce(items('Apply_to_each_Ticket')?['created_at'],'9999-12-31T00:00:00Z'), addHours(utcNow(), mul(-1, int(coalesce(variables('varSlaBreachHours'),'8')))))

{ "assignee_id": "@int(coalesce(variables('varTeamLeadUserId'),'0'))", "status": "open" }

@concat('flowlibs_ticketid eq ''', string(items('Apply_to_each_Ticket')?['id']), ''' and flowlibs_notificationtype eq ''HighPriority''')

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