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

Return to top
Have more questions? Submit a request

140 Comments

  • Dan Gray

    Andrei Kamarouski / David Gillespie I was wondering if you had determined if shared channels were supported or not?  I was also trying to add the Zendesk app to shared channel today and found myself unable to do so.  Please let me know if you have a moment - thanks!

    1
  • Andrei Kamarouski

    Dan Gray Not really, actually. I was not able to do it a long time ago and forgot about it :) 

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Dan Gray and Andrei Kamarouski,

    Unfortunately our integration isn't supported in shared channels due to the integration method we use (Workspace tokens). We're in the process of moving to another method which will be rolled out later in 2020.

    Thanks,

    David

    0
  • Matt Carrington

    Is it possible to have a Slack channel, that every time a user posts a message in that channel it automatically logs a ticket to zendesk?  They don't have to use the command or select create zendesk ticket?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Matt,

    Great question, its not something our integration does out of the box but you could potentially do it using a Slack Workflow.

    Here's an example from Slack.

    Thanks,

    David

    0
  • Adam Reid

    Hi David Gillespie

    • Unfortunately our integration isn't supported in shared channels due to the integration method we use (Workspace tokens). We're in the process of moving to another method which will be rolled out later in 2020.

    Per your comment, do you have any further information around the timeline later in 2020 for shared-channels? 

    We are huge users of shared - slack channels and know that Slack is not exposing the users email for applications to create a ticket from Slack via your application or another application we're trying called Halp.

    This gives me doubts about a fix for this. Is there any more insight you could provide on timing or a fix?

    Thanks

    2
  • David Gillespie
    Zendesk Product Manager

    Hi Adam,

    At this time I can't give you a specific date for the release of the new Slack integration.

    What's your use case for the integration in the shared channel? Ticket creation or ticket notifications?

    Thanks,

    David

    0
  • Thomas Brenneke

    David,

    I can’t speak for Adam, however we share slack channels with our clients as a support mechanism and we need to generate tickets on their behalf when a request is made in a channel.

    1
  • Adam Reid

    Hey David Gillespie

     

    The use case for us is the same as Thomas Brenneke, we use shared Slack channels to support our customer base and create tickets from Slack to Zendesk.

    1
  • Dave Kaminsky

    I am sad to see that a Zendesk End-User in slack can still pick who to assign at ticket too or assign the request as a user in another channel.  Are there any plans to enable allow us to restrict the requester to members of the current channel only and to obscure the Assignee field to Zendesk Agents only?  We would love to adopt this slack integration, but can not due to PII concerns. Our concerns can be addressed by restricting the Slack Guest and Slack Multi-Channel Guest to only open tickets for their specific ORG in Zendesk.

    I was hoping by now that the Zendesk Slack integration would mature to meet the External Service Provider use case.

     

    Yuri Mylis still impressive, but sad that my org's needs are still a big feature gap.

     

    -Dave

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Adam Reid & Thomas Brenneke - thanks for sharing your use case, it is common one and our new integration will be able to cater for Shared Channels. When we've got a confirmed date for release I'll let this group know.

    Hi Dave Kaminsky - unfortunately our integration doesn't have this as a feature. I've noted down your feedback and will let you know if we plan to build this into the new integration.

    Thanks,

    David

    0
  • Jackie Napalan

    Hi David Gillespie - I'm also interested in hearing about the release date for the Shared Channels integration. Our use case is for ticket creation for troubleshooting.

    As a workaround, is there a way to convert submissions from the Slack workflow builder into a Zendesk ticket? 

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Jackie Napalan,

    Unfortunately I can't provide a specific date for when Shared Channels will be available, we are looking at building the new integration at the end of 2020 but don't have a confirmed date yet.

    Thanks,

    David

    0
  • Mickey Katz

    Are there any updates about connecting a workspace to multiple Zendesk subdomains?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Mickey Katz,

    Unfortunately we don't have any plans to allow for multiple Zendesk connections at the moment. I'll update this group if we bring this into the roadmap and have noted your request for this feature.

    Thanks,

    David

    0
  • Brenda Guardado

    Hi David Gillespie, I'd also be interested in hearing about the release date for shared Slack channels. The use case for my team would be creating tickets on behalf of our customers.

    0
  • Jiri Kanicky

    How can I open a new channel from Zendesk ticket with ticket number?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Brenda Guardado - we are looking to build the new integration at the end of 2020, with an EAP release some time in the first half of 2021.

    Hi Jiri Kanicky - this functionality isn't a current feature of the Slack integration.

    Thanks,

    David Gillespie

    0
  • Jiri Kanicky

    Hi David Gillespie, I was able to create macro.

    Anyway, you could improve the HTTP web-hook and allow us to add multiple headers. You could also add some scripting mechanism. That way we will not be depending on Zendesk to create something in 10 years.

    Thanks Jiri

    0
  • Kevin Ford
    Community Moderator

    We are on Zendesk Enterprise and have the light agents option. I would love to see the Slack integration move beyond a ticket creation notification only and offer a connector for all ticket updates. We often query non-support staff for updates and having them be able to see the context of a ticket as it evolves over time in a slack thread would be great. I don't want to have to ask non-support folks to go into Zendesk.

    0

Please sign in to leave a comment.

Powered by Zendesk