Using the Slack for Zendesk integration

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53 Comments

  • Song

    Is there a way to determine between private and public comments? Looks like all the comments come in the same way. 

    2
  • Matt Zaglin

    I also would like to see a differentiation between Public & Private comments.  The old app had that. 

    "Response from J Smith: Ticket #nnnn" (public)

    "Response from J Smith with a private comment: Ticket #nnnn" (private)

     

    Also, can't the requester be the person who actually is typing in the "create_ticket" command?  Presumably, the app can see the Slack user's email address, so I would imagine that wouldn't be hard to pass through to Zendesk.  If that's not already a road-map feature, I'd like to request that it be considered as a necessary enhancement. 

    Having all tickets requested from Slack come from the same requester kinda defeats the purpose of having the Zendesk notices at all, since we can't easily see who actually created/updated the ticket without discarding the 'dedicated' user info (or the person who initially authorized the app).  On that front, according to the install docs, the person (or account) that has to perform the install has to have admin level privileges in Zendesk.  Obviously, that means a paid-license.  Do I have to perpetually burn a license just for the ability to interact with Slack?

    3
  • Danny Phillips

    When updating a ticket with internal notes or public comments the Slack integration states: 

    "A pending ticket has been updated by _________" 

    But  the name being shown is the Ticket Requester in ALL cases rather than the Current User that made the change which makes the activity stream not reflect who is actually making changes.   

    4
  • Larry Deckel

    +1 to having Slack make the ticket requester the person who creates the ticket. (rather than always the same person).   Given that Slack knows who is creating the ticket from Slack - surely they can match that user to the corresponding Zendesk user....

    1
  • Larry Deckel

    Here's another request.  We'd like to be able to write rules of WHEN to notify slack that a ticket needs someone attention.

    Ideally, we'd like to be able to 'tag' a comment in Zendesk with a Slack user's name, and then have a direct message sent to that slack user that they've been mentioned in a Zendesk ticket.

    We don't want notifications of ALL tickets in Slack— but do want notifications when a someone specifies in a ticket  that another person's action is needed.  (Another scenario would be — if ticket is reassigned to someone, then the corresponding Slack user is notified in Slack that a ticket has been assigned to them).

    Is the missing ingredient in this integration a way to associate Zendesk agents with slack users?

     

    2
  • Jessie - Community Manager

    Hi Song! Welcome to the Community!

    I'm not sure I totally understand your question. Do you mean that it's not clear in the Slack notification whether the comment is public or internal?

    2
  • Candace Alexandres

    Does the "create ticket from Slack" feature support multiple ticket forms? 

    0
  • Nicole Jackson

    Can you confirm how this would behave in a Shared-Channel? Would it be possible to let our customers that we have a shared channel with kick off a ticket from the channel, or have our agents create one from their message? 

    0
  • Karl Dominik Casas

    Bug Fix

    Slack ticket notifications having the Ticket Requester, as the one who always appear as the updater of the ticket, is already fixed.

    0
  • Fletcher Richman

    I think the BubbleIQ Zendesk Slack integration could help out with a lot of the issues mentioned here! 


    @Matt and @Song - we differentiate between internal notes and public responses for each comment that comes in with our integration. They are also threaded in Slack so it is easier to keep track of which message is associated with which ticket. 

    @Larry our integration uses customizable Zendesk triggers so you can map it to different Slack channels based on conditions such as which agent it is assigned to. 

    @Candace - our integration support multiple ticket forms in Slack.

    @Nicole we also have full support for shared Slack channels. 

    @All we also always have the requester of the ticket as the person who sent the Slack message, not the admin user.

    BubbleIQ is available in the Zendesk App store and you can install it here: https://www.bubbleiq.com/zendesk-slack-integration. We're adding new features weekly so happy to help with any other ideas you have! 

    0
  • Candace Alexandres

    Thanks so much, @Fletcher! When you get a moment, will you post a screenshot of the new ticket feature from Slack to show what it looks like when multiple ticket forms are enabled in Zendesk? This is a key feature for us, so I'd like to get an idea of the workflow before we look to enable.

    Thanks so much! 

    0
  • Fletcher Richman

    @Candace of course! This article from the BubbleIQ help center shows you how it is set up and how it looks: https://support.bubbleiq.com/hc/en-us/articles/360001909433. We have a totally free trial if you'd like to test it out, or you can test it in the BubbleIQ Slack Community: https://bubbleiqslack.herokuapp.com/. 

    0
  • Candace Alexandres

    Apologies @Fletcher, I wanted to know if the native Zendesk-Slack integration supports multiple ticket forms. I didn't realize that you were referring to an alternate app.

    @Jessie, could you please weigh in when you have a moment?

    0
  • Jessie - Community Manager

    Hey Candace!

    It doesn't look to me like it does, but I've asked someone from our support team to hop in here to confirm.

    0
  • Darryl Rains

    The new integration also does not pass through messages when a status is changed to Resolved or Closed.

    0
  • Scott Johnson

    We need to be able to update the Slack Ticket Trigger so we can filter what is posted to the Slack channel.

    It doesn't allow any changes to the trigger at the moment. I don't see any reason to limit this. If I break it, it's on me.

    1
  • Dan Kondzela

    Hey Nicole,

    According to our documentation the slash command to create a ticket will work in any channel that an admin has enabled the integration for. Here is the document I am referring to https://support.zendesk.com/hc/en-us/articles/360001353047#topic_xgp_1z4_ldb So, to answer your question, if you have a shared channel and a Slack Admin has enabled this integration, that command ought to fire.

    Thanks

    0
  • Marj

    Hey Candace,

    As of the moment, integration with Slack do not support multiple ticket forms. But we can assure you that this feature is being track. And expect that there is more to come in the future.

    0
  • Candace Alexandres

    Thank you for confirming, Marj! I would just suggest that a note be added to the content of this article stating that multiple ticket forms are not currently supported to avoid confusion. 

    0
  • Jon Nicholls

    +1 to make the person who sent the message as the requester of the ticket. I am just setting up Zendesk and this will be our primary channel for support. Without this functionality, it means I or the support will be the requester of nearly every ticket. I don't understand why it has been designed like this unless I am missing something? 

    I will trial Bubble IQ and see if it works better but this seems like overkill when this is the only feature I need!

    0
  • Nitin Gopalani

    Is there a workaround to easily see who the requestor of the ticket is (as opposed to seeing the user who created the integration).

     

    I see the name of the user at the bottom of the ticket, but its not very intuitive to change the requestor and reply to their request.  This is regarding the note stating that "Note: The requester is the always the user that was authenticated in Zendesk. We recommend creating a dedicated user in Support for this purpose. the very bottom of the ticket"

     

    Thanks

    0
  • Jonny

    Greetings Nitin, 

     

    Thanks for your question! I've looked into this and while this would be a pretty neat feature to add to this integration, I'm afraid right now there isn't a way to achieve something like this. The requester will always be the user who is authenticated in Zendesk. We apologize for any inconvenience this may have caused. 

     

    Cheers, 

    0
  • Guilherme Fantinatti

    Is it possible to choose the account type that can use this app? Like, only accounts above Workspace owner can create tickets and so on.

    0
  • Guilherme Fantinatti

    It would be nice to choose who will be the requester. Like, choosing if the person who is creating the ticket is the requester or the agent who commented.

    0
  • Karl Dominik Casas

    @Guilherme There is no filter for creating tickets. Requester and Assignee dropdown on the ticket create dialog is scheduled to be released next week.

    0
  • Guilherme Fantinatti

    @karl Perfect! Is there a way of keeping the thread as an internal note? 

    0
  • Jacob J Christensen

    I almost gave up on the Zendesk-Slack integration because I wanted only notifications on very specific ticket creations, and that didn't seem possible. 

    The "Slack Ticket Trigger" will not allow modifications, but I decided to clone it and change the cloned trigger's criteria to match my needs. I also deactivated the original trigger, so it would not run.

    This appear to be working for us. Wondering why this kind of notification filtering is so involved, surely others will have similar filtering needs.

    0
  • Nitin Gopalani

    @karl was this update released?

     

    "Requester and Assignee dropdown on the ticket create dialog is scheduled to be released next week."

    0
  • Kiritan Stewart

    @karl Any update on the schedule for that update? 

    0
  • Dan Cooper

    Our team tried this when the new integration launched and we opted to remove it after seeing that the requester was always going to be the same person (and it wasn't clear who actually created the ticket for us).  I'm glad to see that the option to set the requester is coming soon.  

    The other challenge we've had with this is that we have several teams that use different Zendesk instances, but they share a Slack instance.  Multiple teams would like the ability to push a slack message as a ticket into their instance and group, but that option is unavailable today. I would love to be able to set the Zendesk instance and maybe the group by Slack channel so that team that monitor certain Slack channels can quickly turn comments into tickets for them. 

    0

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