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

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71 Comments

  • Anh Le

    @Bett: I'd like to use the native app since I'm not a developer.

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  • Brett - Community Manager

    Hi Anh,

    I'm afraid the native app will not allow for you to edit the existing trigger. The only way to restrict certain ticket events is by limiting the Groups that have access to the channel. This is referenced in the above documentation:

    Using the next Choose an option drop-down menu, select the support group(s) that have permission to post notifications in the channel. Support groups are used to categorize tickets, and restrict agent access based on group membership. By mapping groups to channels, administrators can ensure only relevant ticket events are posted to channels, and can exclude groups that have tickets with sensitive data.
    If you do not choose a specific group, all groups will have access.

    Apologies for not being able to provide an alternative solution for you at this time :-/

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  • Brett - Community Manager

    Hey Anh,

    How are these auto replies being added to your tickets? Is this just through the Facebook integration. If so, you may need to set up a trigger that applies a tag based on keywords within this auto-reply.

    Then edit your Slack trigger to filter out any tickets that contain that tag.

    Let me know if the above doesn't make sense as I'd be happy to help you further.

    Cheers!

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  • Harrison Crerar

    Would this integration support a Zendesk subdomain to multiple Slack workspaces? 

    We have a few different Brands within our subdomain, but they use different Slack workspaces for communication. If we were use to this type of Slack integration, we would need to be able to specify which Slack workspace a notification is being sent to.

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  • David Gillespie

    Hi Harrison,

    Yes, the integration supports multiple Slack workspaces to a single Zendesk account.

    Thanks,

    David

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  • Eben Marks

    I took me several attempts to get this working. I don't know if that's because we had it partially installed before or what. The issue I was seeing is that the set-up flow inside the private messages with the Zendesk app wasn't starting correctly (see image). What fixed it was uninstalling this and the legacy Slack app from our Zendesk account settings and from Slack, then reinstalling to the Zendesk account, and then installing to Slack.

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  • Brett - Community Manager

    Thanks for sharing your fix Eben! Sounds like it could have been an issue with the previous install and in that case uninstalling and re-installing is the best option.

     

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  • Aleksey Andreyanov

    The ticket number is too large and I get this in Slack.
    Is it possible to solve somehow?

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  • Anh Le

    Wow may I ask how many tickets you have daily?

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  • David Gillespie

    Hi Aleksey,

    Thanks for raising this this bug! I've raised a ticket with the team to investigate.

    Thanks,

    David

    1
  • Oliver Jackson

    Hey all,

    there are a lot of messages here, so forgive me if I didn't read them all, but I did catch a glimpse of triggers being mentioned as part of the integration.

    Does this mean that I can configure the trigger to share only certain tickets in a slack channel? E.g. tickets tagged in a certain way?

    Thanks in advance!

    O.

    0

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