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

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133 Comments

  • Dan Gray
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    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!

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

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  • David Gillespie
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    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

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  • Matt Carrington
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    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?

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  • David Gillespie
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    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

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  • Adam Reid
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    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

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  • David Gillespie
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    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

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  • Thomas Brenneke
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    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.

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  • Adam Reid
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    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.

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  • Dave Kaminsky
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    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

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  • David Gillespie
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    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

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  • Jackie Napalan
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    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? 

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  • David Gillespie
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    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

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