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

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162 Comments

  • Raul Chong

    How can i modify the notifications in a Private channel , i am unable to edit the integration.

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Raul Chong,

    Has the integration been added to the Private channel? You'll need to give it permission to be in the Private channel first

    This can be accessed through the "Manage Apps" page (see screenshot below), selecting the Zendesk app, and then adding it the Private channels you want to send notifications to.

    Thanks,

    David

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  • ZenBros

    Decided to give this a spin, disabling our custom Slack webhook triggers. If there is no identified method, please consider this a feature request:

    Configuration of triggers to post to specific channels based on conditions.
    Example:

     

    Currently all added channels get blapped.

     

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  • Russell Roth-Peltz

    Once the integration has been installed and configured, does the Zendesk admin who installed it need to remain an agent in order for the integration to continue to function? 

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  • David Gillespie
    Zendesk Product Manager

    Hi Russell Roth-Peltz,

    Yes, the account that set up the integration needs to remain an admin or the integration will break. 

    Thanks,

    David

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  • Russell Roth-Peltz

    David Gillespie Thank you!

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  • Mike Carroll

    Hi David,

    Any update on support for shared Slack workspaces / Slack Connect?

    Thanks,

    Mike

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  • David Gillespie
    Zendesk Product Manager

    Hi Mike Carroll,

    Unfortunately our current integration doesn't work in shared Workspaces or via Slack Connect.

    We're currently investigating a new Slack integration that will work in both along with a number of other features. We will be able to communicate a date when this new integration will be available in a couple of months.

    Thanks,

    David

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  • Mike Carroll

    OK thanks David Gillespie will keep an eye out.

    Mike

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  • Stefan Jonsson

    Got an error message in Slack saying "The configuration for this integration is incomplete. Please contact your admin to resolve the issue."
    I managed to solve the issue by going through the installation once again. I suggest you add a section on how to solve issues with the integration as searching for this error message gave no hits. 

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  • Mason Jackson

    I saw a comment from David Gillespie that the ability to customize the notifications being sent to Slack was coming potentially at the end of 2020.  Any update on that?  We've recently hooked our two platforms together and when a long thread is sent to Zendesk to open a ticket the entire body of the ticket gets posted in Slack taking up the entire screen.  Ideally we just want the Subject to come through.

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  • David Gillespie
    Zendesk Product Manager

    Hi Mason Jackson,

    Thanks for reaching out & following up.

    We're still finalising the roadmap for the new Slack integration which will be released later in 2021. We're planning to include updates to notifications, making it easier to configure notifications and potentially customise the content of the notification. We're still doing technical discovery on this and unfortunately can't give a definite confirmation of if and when this would be released.

    Thanks,

    David

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