Using the Slack for Zendesk integration Follow

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19 comments

  • Avatar
    Song

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

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    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?

  • Avatar
    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.   

  • Avatar
    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....

  • Avatar
    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?

     

  • Avatar
    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?

  • Avatar
    Candace Alexandres

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

  • Avatar
    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? 

  • Avatar
    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.

  • Avatar
    Fletcher Richman (Edited )

    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! 

  • Avatar
    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! 

  • Avatar
    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/. 

  • Avatar
    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?

  • Avatar
    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.

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    Darryl Rains

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

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    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.

  • Avatar
    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

  • Avatar
    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.

  • Avatar
    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. 

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