Understanding and installing the Slack for Zendesk Support integration

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32 Comments

  • Erica Bass

    We have been using the Slack Built for a while without issues, but I switched to this one to use the new "Actions" functionality... and now none of our notifications come through! I've gone through the setup process three times now just to check if I did something wrong but it is definitely not working.

    We had a similar issue a while back trying to set up custom automations to notify the Slack target, but Zendesk's JSON payloads weren't formatted according to Slack's standards so the notifications weren't accepted even though they were sending. Wondering if this is the same issue?

    Is anyone else using this and getting it to work? Curious!  

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  • Erica Bass

    Update: After much back and forth, we got it to work -- you have to install the app to Slack AND install to Zendesk separately, THEN it will work. Hopefully they fix that, or at least put it in the installation notes! It isn't a big deal if you know that's what you need to do -- if you don't, it is kind of a wild goose chase ;) . Hope this helps somebody else! 

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  • Jessie - Community Manager

    Hi Erica!

    I'm glad you got it figured out! I'll talk to our Documentation team to see if we can make that part more clear in the article. Thanks for the feedback!

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  • James David Saul

    Hello Zendesk!

    I am super-happy to see your Slack integration out there, but it is currently missing a hook or option to show the Organization. We'd love to see the org in there. Are there plans to add this? For now, we are sticking with the JSON-based target I custom built.

    Many thanks for your support.

    Best,
    jds

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  • Yuri Mylis

    @Erica, sorry to hear you've been having issues with the configuration but there is no requirement to install anything on the Zendesk Support side. The Slack side app automatically installs all the dependencies in Support.

    @James , adding the Organization name to the ticket notification in Slack is something that we're considering doing in the future. Thanks for providing the feedback.

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  • Daniel Robbins

    Does this have the ability to notify individual users of updates to their own tickets, versus entire groups? We have too much volume for a group to get a notification for each ticket update, but we are looking around at what kind of Slack/ZD integrations might do for us. Individual user updates would be what we want, ideally.

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  • Josh Rosenthal

    Hey Daniel,

    Unfortunately the slack integration doesn't have the option to target specific users about their own ticket updates. 

    As a work around to this you could potentially create a group and map updates to tickets in to that group to a channel for each agent, however this wouldn't scale well if you have a large number of agents.

    If this is something you would like to see in the future with the integration I would suggest posting on our product feedback forum on this!



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  • Guilherme Fantinatti

    Is it able to choose the people that can use this app? Example: I want it to be able only to Workspace admins, is it possible? 

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  • Madison Davis

    Hi Guilherme! Just to be clear, are you hoping to have only your Workspace Admins would be notified of updates, etc. in Slack? Or would your ideal be that only Workspace Admins can create new tickets from Slack? Just want to make sure we're on the same page before providing an answer!

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  • Lindsay Schofield

    Hi @yuri 

    A ticket requester is included in the Slack notification. However, since we do not require each Slack user to be an agent in Zendesk Support, this is always listed as the Zendesk user who installed the integration. For this reason, we recommend creating a dedicated user in Support to perform the installation.

    Is there a way to change the default Ticket Requester agent please?

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  • Jamie Danjoint

    Is there a way to send different notifications for different slack channels? Also can we send notifications directly to users in Direct Messages?

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  • Yuri Mylis

    @Lindsay, the integration always sets the requester as the Zendesk user who connected the Slack app to Zendesk Support. To change that user you will need to disconnect and reconnect with another Zendesk user.

    We're also working on a way to change the requester on the ticket creation form in Slack. This feature will be released very soon.

    @Jamie, the current integration doesn't allow customizing the notification, but I would love to hear about your use case and how you would customize the notification if you could.
    Would be great if you could add this info to the support ticket we've opened on your behalf.


    Direct Messages is a feature we're considering doing. Could you share a bit more details on how you would use that?

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  • Yuri Mylis

    @Guilherme, the app access control is done on a per channel basis.

    You can create invite the app to a private channel and only it's members will be able to use it.

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  • Dolev Zemer

    I want the possibility to forward a ticket to a slack channel or conversation and have a discussion between the different teams (support, cs, RnD...) about it. is this somethings that is possible with this integration ?

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  • Yuri Mylis

    @Dolev

    The integration currently doesn't support this feature. Tickets get sent to Slack automatically based on configurations, such as group to channel mapping.
    You can escalate a particular ticket into Slack by assigning it to a Zendesk group you've previously configured for this purpose, but comments don't get synced automatically between the Slack conversation and the ticket. You can however manually add ticket notes from Slack.

    I'm interested to hear about your use case and will reach out directly.

     

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  • Dolev Zemer

    Sure, let's talk

    Thank you 

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  • Kerry McClauss

    Already submitted the product feedback form, but we would really love more filter options to control what tickets get sent to a channel.  For example, using Brand instead of Group.  Or filtering out updates to tickets/tickets created by an agent.  Any update on when these features might be available?

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  • Ryan Adams

    Hello, what the hell is the Zendesk domain? Nothing in the help section says how to do this. What do I put here?

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  • Jessie - Community Manager

    Hi Ryan!

    In this article we're referring to your Zendesk subdomain. It's what you use to access your Zendesk instance. It's formatted like yoursubdomain.zendesk.com. I hope that clears it up! Let us know if you still have questions!

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  • Mike nobile

    We can create tickets from slack > zendesk. However, ticket updated do not work the other way. We can see the triggers are working and incrementing, but no data is in the slack channel. Not sure what could be wrong here. Maybe bad data is being sent to slack?



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  • Greg

    Hey Mike! To Troubleshoot this, we would want to gather some account-specific information to see what may be going on! Could you shoot us an email with your subdomain to support@zendesk.com?

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  • Vladimir

    I am in the same situation as Mike: in slack I can create tickets that appear in Zendesk, but cannot make appear modifications/new tickets in the Slack Channel I have configured. 

    I have same Trigger and same Slack integration endpoint config.

     

    Guys, could you reach to https://support.zendesk.com/hc/en-us/profiles/3537431888-Erica-Bass to ask her what she did?

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  • Ricky Davis

    Hey, Vladimir!

    I am creating a ticket to look into your configuration regarding this issue! Check your email for that.

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  • Jake G

    I set this up but I am getting three messages in slack for every ticket. All I want is when a new ticket is created to send a message to a slack channel.  Any idea on why its sending three messages for the same ticket?

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  • Dan Ross

    Hey Jake,

    That's not normal behaviour. Do you have multiple triggers send data to Slack? Can you check your ticket event log by adding '/events' to the end of the ticket URL and see how many triggers fired that were connected to Slack?

    If there's nothing obvious there, it might be worth contacting Zendesk's support team, because that sounds like a frustrating issue.

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  • Jake G

    I ended up just using the old integration and removing the new one and it fixed the issue. So I guess until I need more functionality from this integration Ill just keep using the old one since it works for what I nee dit for.

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  • Jessie - Community Manager

    Hi Jake! I'm gad you were able to get it working!

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  • Anurag Toshniwal

    Hi,

    I have a question regarding how the integration plays with brands.

    Scenario:

    I have 2 brands in my org's Zendesk. A customer facing and an internal IT request brand. The default brand in Zendesk is set to customer facing.

    I have configured the Zendesk-Slack integration such that it points to the internal IT request brand. But when I create a ticket from Slack, the ticket gets created with the customer facing brand instead of the internal IT request brand (again, the subdomain defined in the Slack-Zendesk integration config is set to create tickets with the internal IT request brand)

    Can anyone please advise on what's the best way to get the ticket created with the desired brand?
    Thanks!

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  • Ben Koehler

    Hello Anurag,
    You would likely want to apply a tag within slack and then create a trigger (or adjust a current trigger) to set the brand when a ticket is created with that tag.

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  • Conor Brady

    When creating a ticket in slack and adding an image as part of the ticket come through to Zendesk?
    I've no problem with the integration just cannot get any images to come through and have to download instead.
    Is this possible and am I missing something?

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