Existing Slack threads mapping to new tickets and auto-attaching side conversations
I am evaluating zendesk and we currently support our customers very heavily through slack threads today, so my team may enter a slack thread that already exists, and ideally I would want to create a ticket from that thread and automatically attach a "side conversation" to that existing thread, copying the current contents into the zendesk side conversation and then following the thread as a side conversation in zendesk. Today this is not possible based on the way the zendesk slack app works. Do you have any suggestions for web hooks or other call/automations I could create in order to enable this behavior?
My current experience can be seen in these two screenshots, and I would rather there remains a single slack thread.
thanks!
Dan
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Hi Dan Ochs,
Thanks for detailing this use case and outlining the behaviour you'd like to see out of the app, makes complete sense and would be a great experience, particularly if we captured all the prior messages in the Slack thread.
I'll take this to the team and see how we might solve for this use case.
Thanks,
David
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