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Shane Caplice

Beigetreten 30. Sept. 2022

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Letzte Aktivität 09. Feb. 2023

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Shane Caplice hat einen Kommentar hinterlassen

Community-Kommentar Discussion - Tips and best practices from the community

Hey Jacob the Moderator 
I am looking to piggy back off the setup that Victor Hrsit was asking about in the comments.

I am struggling with the slack_user_id custom field setup

I want to be able to @tag the ticket assingee through the webhook in the slack channel.

I can get the @here & @channel webhook to fire correctly, but struggling with the agent setup. 

Can you explain the exact setup for Zendesk>Custom fields? Do I require a custom field per agent with their slack ID? I'm currently testing this is the Sandbox setup, which is not integrated with Slack - but I imagine this does not matter.

Thanks in advance 

Kommentar anzeigen · Gepostet 07. Feb. 2023 · Shane Caplice

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KommentarSlack integration

I have a trigger to notify Zendesk integration > Slack integration > Private Channel

When trigger is actioned, it will post into the channel fine, however when the ticket has a comment update, we want the response to add to the thread (which it does) - however when the thread is replied to, it will automatically send the response to the channel too? This causes way too much noise within the slack channel.

There seems to be no setting within slack for this to happen by default.
Notification Body:


*Requester*: {{ticket.requester.name}}
*Ticket Group*: {{ticket.group.name}}
*Details*:
{{ticket.latest_comment}}

 

Kommentar anzeigen · Gepostet 24. Nov. 2022 · Shane Caplice

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