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

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89 Comments

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

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  • Brett - Community Manager
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    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
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    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
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    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
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    Hi Harrison,

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

    Thanks,

    David

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

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  • Anh Le
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    Wow may I ask how many tickets you have daily?

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  • David Gillespie
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    Hi Aleksey,

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

    Thanks,

    David

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  • Oliver Jackson
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    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.

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  • Brett - Community Manager
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    Hey Oliver,

    When using the Zendesk/Slack integration you will not be able to customize the triggers that are created. However, while setting up the integration you should be able to set up which channels tickets can be shared with within Slack.

    If you only want specific tickets sent over to Slack then you'll most likely need to use a target as mentioned in the following tip: Example: Integrating the HTTP Target with Slack

    I hope this points you in the right direction!

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  • Oliver Jackson
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    Thanks @Brett

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  • Elis Çela
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    On my Zendesk Instance, it shows that Slack is a v1 app that will be disabled and unusable after October 2019. Is that app needed anymore or is everything controlled by the ZenDesk app on the Slack Marketplace?

    If that app is still needed, are there plans to update it?

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  • Brett - Community Manager
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    Hey Elis,

    If you're using the Zendesk Slack app within the marketplace then you shouldn't need the v1 app any longer. I'd say go ahead and remove that as long as you've set up the new integration.

    Cheers!

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  • Jimmy Rufo
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    @Brett - What do you mean when you say "Zendesk Slack App".  Are you referring to the Zendesk integration that you can install from the Slack marketplace?  I have the same concern as Elis.

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  • David Gillespie
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    Hi Elis and Jimmy,

    This is a bug in our apps management page - the Slack integration IS NOT a v1 app and there is no user action required, you will be able to keep using it after October 2019 with no issues.

    Apologies for the confusion, we are fixing this.

    Thanks,

    David

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  • Emma Sund
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    Hi! I just integrated Zendesk to our Slack workspace and I successfully added the bot to several channels, but one (of course the most important one) just refuses to show up as an option in Zendesk. It is a private channel, but the bot is added to it and another private channel shows up… I’ve tried logging in and out of Zendesk and Slack and also reinstalled the app in Slack once. Any thoughts on what can cause this problem?

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  • Andrei Kamarouski
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    Hi, 
    Does this integration support shared channels (shared across multiple Slack workspaces, or accounts). We can not even add the app to the channels like this - seems unsupported. 

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  • David Gillespie
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    Hi Emma - sorry to hear about this. Was this channel converted from a Public channel to a Private channel at one point? We have a known bug with the integration where these channels won't appear as an option.

    Hi Andrei - thanks for raising this feedback. My team will look into Shared Channels and see if we're compatible or not.

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  • Emma Sund
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    Hi! Thanks for looking into this! Yes, this channel was initially set to public, but is private now. Is there any way to fix this without having to start up a whole new channel? :)

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  • David Gillespie
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    No problems Emma. We're having to make some other major changes to the integration which unfortunately means we may not get around to fixing this specific bug for until 2020. We've had a few customers raise this issue and it's on our backlog. Apologies for the inconvenience until we get it fixed.

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  • Loren McIntyre
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    Are there plans to support Slack-threading of replies and private notes on a single ZenDesk ticket?

    I appreciate the ability to read support messages in Slack, and the ability to reply, but I find myself missing the context of other messages, and not wanting to wait for ZenDesk web app to load to determine my next action.

    From https://api.slack.com/docs/message-threading, it looks like fields thread_ts and reply_broadcast are the all that's required (and some thread_ts state per ticket).

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  • Andrei Kamarouski
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    Hi David, 
    Any update regarding my request? 

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  • David Gillespie
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    Hi Andrei - thanks for following up. Unfortunately I don't have an update but will try to get back to you by the end of this week.

    Hi Loren - thanks for sending through your feedback! Just to clarify, are you looking to view Zendesk ticket information & responses in Slack or send the Slack conversations to Zendesk?

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  • Landre Merriman
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    Hi,

     

    I set this integration up by following the steps, yet I'm still unable to receive any notifications to the test channel I have setup.

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  • Mitch
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    Hi team.... I've read all the comments I don't think I missed one! There does seem to be an issue. I have removed the zendesk app, removed the slack app and reinstalled from slack. I see the app work as in I can create tickets and use /zendesk settings to create an association for the default existing trigger. Good enough for now right?

    But then I go and edit a message... and check the events I see the trigger fire.

    When I look at the API, I see an error:

    Not logged in

    I've tried removing the zendesk app first, and then the slack app to ensure the zendesk app is really gone. Not sure how to fix this. It MAY have bene caused as the first person who tried to load the app was an admin in zendesk, but NOT in slack.. so that might have caused a failed / half install.

    But what do I do now?

    I could do a webhook and write custom triggers, but this should work and it should be simple right? And yet I see a LOT of old comments with seemingly similar problems... 

    Thanks in advance!

    Mitch

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  • Mitch
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    FWIW after I posted this issue, Zendesk confirmed a problem.

    The problem has since been reported fixed, however my target is now disabled.

    The docucmentation on how to fix this was posted, but the link is not publicly readable.

    The agent I was emailing with sent me a copy of the article, but the article doesn't work for me (it involves a curl to make an API call, but curl reports the socket being closed early.

    Have granted access / waiting on an update. just posting this in case someone else is stuck like me.

    Cheers

    m

     

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  • Devan - Community Manager
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    Hello Mitch & Landre,

    I've gone ahead and created a ticket for you both so one of our advocates can look into this issue further. You should expect a response from our team soon.

    Best regards.

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