Slack: Understanding, installing, and configuring the Slack for Zendesk Support integration

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71 Comments

  • James Sanford
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    Hey Conor!

    My apologies, in my testing the Slack integration only allows for plain text when creating or updating tickets at this time so it will not be possible to include images.

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  • Conor Brady
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    Nice one James, thanks for Testing!

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  • Schuyler Weinberg
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    Is it possible to send only a certain priority level ticket to the slack channel selected? We'd like to only alert the team for High priority tickets that come in, and only on creation. I created a duplicate trigger for this and used the same json but add my conditions. It doesn't appear to be working. And now I'm not able to activate the original trigger automatically created when you install.

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  • Jamie Danjoint
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    @Schuyler - we have it set that only High and Urgent tickets kick over to Slack. Here are the filters we have set:

    Hope this helps!

     

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  • Benjamin Koehler
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    Hi Schuyler, You could add conditions in the trigger that reaches the slack target. A few helpful conditions which could assist you here are: 

    Ticket // Is // Created
    &
    Priority // Greater than // Normal  (which would fire on tickets in a high or urgent priority)

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  • Benjamin Koehler
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    Hi Jamie, Thanks for including those conditions! So, you've got priority all set. You may just want to bump the Ticket // Is // Created up to the ALL conditions and remove the Ticket // Is // Updated condition, if you do only want the trigger to fire for newly created tickets.

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  • Jamie Danjoint
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    Hi Ben!

    I have it for updated as well for tickets created by an Agent and marked as Urgent/High after it is created. It drives awareness of high/urgent tickets to the entire Support team.

    Works for us, but can definitely see how others may only want it for created. Just builds a buffer for tickets that weren't originally created as High/Urgent.

    Hope this makes sense!

    Thanks, 

    Jamie

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  • Schuyler Weinberg
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    I have these conditions below in a trigger I create that cloned the trigger that gets automatically created (I wasn't able to edit that one). I don't see any notifications in Slack though. We set this up about an hour ago. Is there a delay maybe?

     

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  • Jamie Danjoint
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    Hi Schuyler,

    What does your Action statement look like? Here's what we have:

     

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  • Benjamin Koehler
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    Thanks for sharing those additional points, Jamie! 

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  • Schuyler Weinberg
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    @Jamie, I have the same as you have it. I didn't make any adjustments there

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  • Jessie Schutz
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    Schuyler, can you post a screenshot of your JSON? Maybe there's a misplaced character or something.

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  • Schuyler Weinberg
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    @Jessie,

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  • Dan Ross
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    Hey Schuyler,

    When you paste that JSON into this validator and press the validate button, does it pass?

    https://jsonlint.com

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  • Schuyler Weinberg
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    Wow, thanks everyone for the help on this. I truly appreciate the collaboration.

     

    @Dan, it says it's valid on that site

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  • Dan Ross
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    Can you pop into Settings->API->Target Failures the next time the integration fails and check into if you see a matching failure for your Slack endpoint there? If so, there should be an error message which might help. 

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  • Sergii
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    Hi! I'm getting the following message when trying to add internal note to a ticket:

    "Failed to add internal note, please try again."

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  • Brett - Community Manager
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    Hey Sergii,

    Are you attempting to add this internal comment directly within the agent interface? Are you able to replicate this error in a Chrome Incognito Window? Additionally, does this occur with all tickets you attempt to update with an internal note or just a select few? If you have another agent available it may be worth having them try adding an internal note to see if this error comes up again. It may also be worth temporarily disabling any Zendesk apps you may have installed from your account to see if any of those could be interfering with your ticket functions. More on managing apps in our Managing your installed apps article.

    Let me know :)

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  • Sergii
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    I thought it was obvious since I left the comment under this particular article but I was talking about Slack integration. After attempting to add a new internal note I get this message:
    I've tried to find some clue in Settings/API/Target failures but there are no records coming from the Slack app.

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  • Jlarin
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    Hi I am having some trouble with the Slack / Zendesk integration as well. I can create a new ticket from slack but I am not receiving notifications in slack when a new zendesk ticket is created outside of slack (e.g. emailing our support)

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  • Brett - Community Manager
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    @Sergii this doesn't look expected so I'm going to create a ticket on your behalf and send this over to Support for further assistance. Most likely we will need to grab a couple of ticket examples and follow up with you in this ticket. You should receive an email shortly after the ticket has been created.

    @Jlarin can you confirm your Slack trigger is active in your account under Admin>Business Rules>Triggers. This trigger should have automatically been created after setting up the Slack integration. You'll also want to make sure you've followed the instructions listed under Configuring the initial installation as you'll need to make sure you've configured your Slack channels appropriately.

    Hope this helps!

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  • Jlarin
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    Thanks for the quick reply. I  am not seeing anything recent in Admin>Business Rules>Triggers (I do see ones from last year for Notify requester of received request). In the Slack channel I am trying to configure the button seems unresponsive when I click Edit Existing settings / Add channel in slack

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  • Brett - Community Manager
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    Hey Jlarin,

    Any chance you could try uninstalling and re-installing the integration? You'll want to install the app located in our App Marketplace which I've attached for you.

    Let me know if you continue to experience issues as we may need to get a ticket created on your behalf to investigate further.

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  • Jlarin
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    Hi Brett,

     

    When I try reinstalling the intergration I am receiving an error that says "The resource doesn't exist". Any ideas?

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  • Brett - Community Manager
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    Hey Jlarin,

    This error typically pops up if you're on the starter or essential plan with Support. To have access to public apps within our Marketplace you would at least need to be on the team plan. More information on available features on your current plan can be found on our Plan Comparison page which I've attached.

    If you're above the Starter/Essential plans let us know.

    Cheers!

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  • Anh Le
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    Hi,

    I have one problem with Slack integration. Currently it posts all the messages including Auto Reply message of Facebook Page and Translate.com integration. So they are quite annoyed. Is there any way to get rid of them?

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  • Brett - Community Manager
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    Hi Anh,

    When installing the integration there should be a Slack trigger that's automatically created which will pass information over to your Slack channel. If you edit that trigger you should be able to include certain conditions that prevent this trigger from firing on those tickets. If your Facebook tickets are being tag as well as tickets from translate.com you can edit the trigger to exclude any tickets that contain that tag. Otherwise you can add the Channel > is not > Facebook Message/Post/Web Service (API) conditions to your Slack trigger as well.

    Hope this helps!

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  • Anh Le
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    I don't think you can edit Slack trigger (I told this 2 times to Zendesk Community Managers):

    Trigger could not be updated:

    • This item is required by an installed app on your account, so it cannot be modified.

    Btw, why I have to login to this Zendesk Support every time I open it? It's too time consuming and annoying. 

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  • Brett - Community Manager
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    Hi Anh,

    I just tested this on my and replicated this error. It looks like if you want to customize what information gets sent over to Slack you'd need to create your own HTTP target to accomplish this.

    I was able to track down the following article that should help with setting this target up: Example: Integrating the HTTP Target with Slack

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  • Mike nobile
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    I encountered the same bug:

    I don't think you can edit Slack trigger (I told this 2 times to Zendesk Community Managers):

    Trigger could not be updated:

    • This item is required by an installed app on your account, so it cannot be modified.

    Btw, why I have to login to this Zendesk Support every time I open it? It's too time consuming and annoying. 

     

    I also used the same workaround, and it works fine. I deactivated the slack trigger.

    I just tested this on my and replicated this error. It looks like if you want to customize what information gets sent over to Slack you'd need to create your own HTTP target to accomplish this.

    I was able to track down the following article that should help with setting this target up: Example: Integrating the HTTP Target with Slack

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