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

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129 Comments

  • Nicole - Community Manager
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    Thanks for sharing, Jaimie!

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  • Ian Conroy
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    I am experiencing the same issue as Mitch. I have sent in a support request. 

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  • Dave Kaminsky
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    Is there an issue with posting Updates to a private channel?  

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  • Brett - Community Manager
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    Hey Dave,

    I couldn't track any known issues down on my end. Are you still having trouble posting updates to a Private channel? If so, I'm happy to create a ticket on your behalf so we can dig into this further.

    Let me know!

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  • Avi Solomon
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    I am not receiving updates in a private channel. The app posts to the channel saying it is set up, but no notifications are ever received. 

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  • Brett - Community Manager
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    Hey Avi,

    I'm going to create a ticket on your behalf so our team can troubleshoot this issue with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Henry Ho
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    Hi,

    I want changes to ALL tickets to be sent to our slack channel.

    I have set up notifications to include all, and the slack channel says: "X has set up Zendesk ticket notifications with status: ticket created, new, open, pending, on-hold, solved and in group: All, to be delivered to the channel."

    However, sometimes some messages sent by our customers do not come through to slack. What can I do to ensure that all messages come through to slack?

    Thanks.

     
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  • David Gillespie
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    Hi Henry,

    You should be able to see changes to all tickets sent through as notifications to Slack. If you select "All" under the status and groups (as it looks like you've set), you should receive all notifications.

    Are the tickets coming through other channels? Could they be in another state like "closed"?

    Thanks,

    David

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  • Henry Ho
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    Hi David,

    Thanks for getting back to me. 

    1. What do you mean by "Are the tickets coming through other channels?" We have only 1 slack channel ("#support"),  which we would like to use as a place where all zendesk notifications forward to that channel. 

    2. I don't recall the state of the ticket in every instance, but there were definitely times where I submitted a ticket as "solved", and then receive a response shortly after only in zendesk, and not in slack. (And it has never come through since.) 

    3. How do I include "closed" tickets, as you suggested? 

    4. Also, I notice that if I try to change the conditions/triggers in Zendesk "Slack ticket trigger", I am prompted with:

    "Trigger could not be updated:

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

    Is that expected behaviour? 

    Let me know if you need more information. 

     
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  • David Gillespie
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    Hi Henry,

    1. Thanks for confirming. If it's only 1 channel then they should be coming through.

    2. All the available options for ticket notifications should be selected, but it sounds like you've done this.

    3. Closed tickets should be an option from the status drop-down list.

    4. You can't modify the trigger, this is expected behaviour.

    If you've followed all the steps and there's still an issue with the integration, please feel free to raise a ticket with our Support team and we'll investigate the problem further. 

    Thanks,

    David

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  • Henry Ho
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    Hi David,

    Where do I raise a ticket with the support team? 

    Thanks!

    Henry 

     
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  • David Gillespie
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    Hi Henry,

    I've just raised one on your behalf from your post. You should hear back from our Advocacy team shortly.

    Thanks David

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  • D Hill
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    I have a scenario I'm not sure is entirely possible with the standard install. For example, when we escalate a ticket to our engineering team we want to create a Slack Room with a specific naming convention - ticket number and company name (e.g. 1234_Acme). This way we can manually add the Engineering resources to the Slack Channel to collaborate with customer support. As soon as the escalation is closed, we can archive the Slack Channel.

    Needed Technical Integration:

    • As soon as Slack Channel is opened, all conversations get added to the corresponding ticket as internal notes. By creating slack channel from ticket number and company name.
    • Like so:
    • Then, it looks for Slack channnels where the name start with a ticket number and then adds every new conversation to the ZD ticket with the corresponding number.

    Is this possible with a stock app install? I don't see that it is, but are the configurations such that we could configure it to do these things without a custom development?

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  • David Gillespie
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    Hi D Hill,

    Side-Conversations via Slack would be perfect for your use case.

    Here's an article on the feature, how it works and how you can get it set up.

    Thanks,

    David

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  • D Hill
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    David,

    I looked as side-conversations, but it requires you to preselect the channels on slack you wish to share. In my post I was asking if the slack integrations had any customizable configuration to send to a slack channel that shared a prefix containing the ticket number. 

    I'm looking for a way to have the ticket <-> channel connection made automatically. For example, when ticket #2145 is escalated, it automatically looks for slack channel #2145 (or vice versa) and adds the conversations to the internal notes of the corresponding ticket. I'd like to automate that, if possible. So, understanding that need, is the Slack integration configurable to do that? I don't see that it is, but I wasn't sure about custom webhooks and if they can accomplish what I'm asking.

     

    Thanks,

    Dan

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  • D Hill
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    After looking at what it would take to build something like this, I would settle for a simpler option. What I could work with is something like this...

    If I have a ticket I want to "tag" as an escalation, I go to slack and create a channel that I can invite specific user to participate.

    In the ticket view, after having created the slack channel and appropriate tags, I'd like to import the entire conversation from slack into the ticket before archiving the channel. 

    Also, during the escalation, I would like to post a comment in the internal notes with the links to the thread.

    I've been playing around with this in the sandbox, but I cannot get triggers to post anything to slack. When I test the triggers, the test jSON will show up, but after saving the trigger and using it, I can see that it's been triggered, but nothing shows up in slack.

    I'm hoping someone has done something similar. Side Conversations might be helpful here, but I need to load the entire slack conversation into the internal notes and not lose information from archived channels. We're willing to do some of this manually, but there has to be some automation with Triggers to make it worthwhile.

    Any ideas? Thanks!

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  • David Gillespie
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    Hi Dan,

    It still sounds like Side Conversations could still be used for your use case. Once you've given the Zendesk app permission to be in all your public channels, you'll be able to start a Side Conversation from Zendesk and any conversation via the Side Conversation thread in Slack will automatically be saved into the ticket.

    You are able to do a 30 day trial for the Collaboration add-on if you reach out to your Sales or Success partner. I'd recommend trying out the feature and seeing if it fulfils your use case.

    With regards to the triggers, unfortunately the trigger we use in the integration can't be modified as it's a hard requirement for the integration.

    Thanks,

    David

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  • D Hill
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    These channels will be temporary because of the nature of the tickets. Threads are more difficult to work with and there's not a lot of API documentation on threads in Slack. 

    I've been able to create new threads from tickets in Zendesk by piecing some things together. I set up an app in Slack with the necessary API tokens/permissions, then created an HTTP Target in Zendesk with an API call to fire when a custom form field was saved to the ticket. Everything works as intended, but the custom form field won't capture. The {{ticket.id}} captures just fine, but the {{ticket.custom_field_360035325113}} doesn't. The other app that I use can capture that field just fine. Here's the HTTP Target with the slack API call:

     
    I'm just testing right now, but I'd like to think there's a way to create a Slack thread from the ticket based on my custom field. Like I said, it's working except for the custom field. The result is a newly created channel (e.g., #7396-) However, I'd like it to be #7396-something. Any ideas here?
     
    Side conversations would be perfect if it gave you the option to create and name a channel.
     
     
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  • Patrick Davis
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    Is there a way to show if it was a internal or public update? Currently they come across the app the same. Otherwise everything else works great for us.

    Currently it shows:

    An open ticket has been updated by <agent>

    Could it be

    An open ticket has been updated by <agent> with a public comment

    An open ticket has been updated by <agent> with a internal comment

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  • Brett - Community Manager
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    Hey Patrick,

    I double checked and there's no way to determine when the comment is public or private with the current integration. I'll be sure to pass this feedback along to the appropriate team so they'e aware.

    Thanks for taking the time to share this with us!

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  • Nathan Johnson
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    Is the notification information customizable yet?

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  • Kolbe
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    Super frustrating to see requests going back *years* to include Organization in the message written to Slack channels, and to see that it *still* hasn't been added! 

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  • Dave Kaminsky
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    Hello Yuri and Team Zendesk!

     

    The slack integration has some PII and Confidentiality risk for HR / Legal departments.  Based on testing in my HR's Zendesk & Slack instances, when an End-User creates a ticket in a slack channel the ticket announcement is not visible to the user only.  

     

    I have been unable to find a method to affect if the ticket announcement's visibility.  Is there a method to force ticket announcements to be Visible to User only for the caster of the ticket? If there is no method, please consider this a critical need for your customers that have PII related concerns.

     

    -Dave 

     

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  • David Gillespie
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    Hi Nathan - unfortunately the notification message isn't customizable at the moment but we are hoping to bring this feature towards the end of 2020.

    Hi Kolbe - really sorry about the frustration this causes. We're planning to improve the notifications that are sent from Zendesk to Slack towards the end of 2020. 

    Hi Dave - unfortunately this isn't a feature of the current integration. I've noted down your feedback for this feature and will update you if we play this in the future. 

    Thanks,

    David

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  • Thomas D'Hoe
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    Missing pictures in the article  :-)

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  • Chris Taylor
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    I'm trying to configure the notification as I want to remove the latest comment. With it in it gives us a huge notification like this:

     

     

    Which we don't want.

    Within the trigger it's saying I can't remove this with the below error:

     

    So, is there a way to configure the notification to show what I want it to show without this section? Or is it a limitation in the app which means I have to display the last comment?

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  • Chris Taylor
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    Update - tried to create my own trigger. Doesn't work at all now.

    Ideally don't want the last comment as it makes the notifications huge - and it's supposed to just be a notification not a whole ticket..

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  • Chris Taylor
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    It looks like from the comments there's no way to customise so +1 - seems like basic functionality.

    Is there a workaround here?

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  • Kolbe
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    Chris Taylor I had to just give up completely on the awful Slack integration they ship and make my own. It was pretty easy to create an API token on the Slack side and create a trigger on the Zendesk side to fire a bunch of JSON off to the Slack API. I found it much easier to just build my own than to bash my head against the included integration 🙁 

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  • Chris Taylor
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    Thanks Kolbe I figured that would be the case, as I want to get it to DM the agents as well. Thanks again!

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