Using the Slack for Zendesk integration

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93 Comments

  • Fletcher Richman
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    Hey @Dan, we built a Zendesk App that helps companies looking to do a deeper integration between Zendesk and Slack. We do have the ability to connect to multiple Zendesk instances, and you can turn comments into tickets using a unique Slack emoji mapped to the Zendesk instance. The tickets are also 2-way synced after that so responses from Zendesk will post back to the thread. 

    You can see more about the integration on our app store page: https://www.zendesk.com/apps/support/bubbleiq-slack-integration/, and happy to answer any other questions that come up! 

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  • Justin
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    Is it possible to only send notifications from Zendesk to Slack for specific types of tickets? For example, based off of a tag or subject text?

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  • Jacob J Christensen
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    Hi Justin,

    I wanted to do the same as you and almost gave up, since I could find no directions on how to achieve this.

    What I found was that I could clone the "Slack Ticket Trigger" trigger and change the conditions to suit my needs. Remember to disable the original trigger, so it doesn't fire also.

    I wanted only to post tickets created from reviews of our brands (using Trustpilot) to a specific Slack channel.

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  • Justin
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    Thanks Jacob. I too discovered that workaround last night and it works perfectly. Forgot to come back and report it! 

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  • Karl Dominik Casas
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    @Guilherme The release for Requester and Assignee has been delayed. There are concerns on the data being shown to users, especially on use cases that involve end-users. A discussion is ongoing on how we will handle this.

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  • Justin Hammill
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    Can we force a user to submit via a form? 

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  • Anh Le
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    Can we reply directly to the ticket from Slack?

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  • Patrick Bosmans
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    Hello Anh,

    You can add an internal note from Slack but not a public comment.  I am unaware if this type of feature is going to be released in the future, but it does not appear to be on the next update at this time.

     

     

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  • Lauren Bernstein
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    Is it possible to limit the Zendesk/Slack integration to specific Slack channels in case we do not want our entire organization to be able to create Zendesk tickets from Slack? 

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  • Jon Daniels
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    Hey Lauren!

    You can exclude channels you don't want tickets created from in the following manner (as outlined our article Understanding and installing the Slack for Zendesk Support integration):

    You can also un-check "All public channels" and individually add to the channels desired.

    Hope this helps!

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  • Brett Wilson
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    Can you reply to or in some way add internal notes to tickets via slack without having to click the 3 dots? Basically looking for a way to stay keyboard only.

    Thanks!
    -Brett

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  • Brett - Community Manager
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    Hi Brett,

    Looking through both Slacks documentation and our own it doesn't look like there's a keyboard shortcut for more actions. Your agents would need to select the options icon to post an internal note from Slack to Zendesk. 

    Apologies for not being able to provide another alternative for you!

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  • Akshobhya Mann
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    I am seeing delays between ticket updates in Zendesk and the notifications into the Slack channel. Since we monitor this Slack channel as a way to immediately respond to updates, this is problematic. Is this a known issue?

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  • Delina Garcia
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    For our use case, it would be great if we can have the requestor be an external email address (customer ID) from Zendesk. We gather feedback from different avenues via Slack Channels and obtain Customer's information.

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  • James Sanford
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    Hey Akshobhya!

    My apologies you're seeing these delays with your Slack integration.

    I'm going to create a ticket for you so we can work on troubleshooting this issue with you.

    Please keep an eye out in your email for that response - thanks!

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  • Justin
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    Has anyone had any luck getting Zendesk ticket updates threaded in Slack vs. always posting a new reply in the channel? (Without paying for another app).

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  • Adam Ward
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    Hi. How do I let a specific Slack channel get notified if a specific organization submits a ticket? We have the Zendesk module installed in Slack, but I can only see a way to add all tickets from a group to a slack channel, not tickets from just a specific organization. Maybe I'm missing something in the group, organization, or Slack level.

     

    Thanks!

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  • Patrick Bosmans
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    Hey Adam,

    The Slack integration from Zendesk is used to populate all tickets into enabled channels.

    If you are looking for specific ticket updates to specific channels, you can use the HTTP target function outlined in this article to create specific triggers and targets for specific ticket creation and updates, https://support.zendesk.com/hc/en-us/articles/115011298868-Example-Integrating-the-HTTP-Target-with-Slack

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  • Vladimir
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    One thing I am missing is the mapping of the mentions in Zendesk to the Slack mentions in the Slack channel receiving all the updates from Zendesk.

    For example, on Zendesk I write "hey @Adam, check the changes below". Then, in Slack the note appears as "hey **Adam**,check the changes below":

    - The mention was mapped to **Adam** and not to @Adam

    - Why is ti important? The channel receives so many updates that having the mentions in Slack will display the number of mentions sent to ME, so I know there is something requiring my attention without having to go over all the updates for all tickets.

    Any change of this being implemented?

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  • Yuri Mylis
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    @Vladimir, thanks for the feedback. It makes perfect sense. I'll add your request to a list a maintain. 

     

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  • Reshma Patel
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    We use multiple slack workspaces.  Does this work with multiple workspaces or do you have any plans on introducing that functionality?  Additionally, with the ability to create a ticket are you allowed to configure custom fields or are you limited to just the subject and description?  Are attachments allowed when creating tickets from slack?

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  • Marcus Kim
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    Hello Reshma, 

    The current version allows connecting a single Zendesk subdomain to a workspace. We are planning to support multiple Zendesk subdomains in the future. Please refer to FAQ

    As for the other questions, 

    • You are limited to subject and description.
    • Attachments are not allowed when creating tickets from slack. 

    I also would like to point out that Slack for Side Conversation is currently on EAP and may be of interest to some of existing Slack Integrations users

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  • Reshma Patel
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    @marcus any plans on allowing custom fields an/or attachments in the future?

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  • Account NET2B
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    Hello, for some reasons it stopped working for us. 

    We follow all steps, but tickets do not appear in channel.

    Can you troubleshoot? Did we miss something? What are the most common reasons for this?

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  • Yuri Mylis
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    @Reshma, we are tracking these two feature requests but they haven't been committed to our roadmap yet.

    @Account NET2B, I'll open a ticket on your behalf. Someone from our support team will reach out to you shortly.

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  • Robert Cabral
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    Similar to Reshma's question, not sure if this was directly answered, but I'd like multiple workspaces into one Zendesk subdomain. Is that possible?

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  • David Van Der Tak
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    I would like to be able to pre-set the Assignee value in the a slack channel. So if I create a #it-support channel in Slack that a ticket created in that channel goes to the assignee group IT Support. (Maybe also limit the groups available per channel)

    This so we can separate internal cases from external cases and eliminate the chances of errors.

    This would be great!

     

    Thanks

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  • Reshma Patel
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    Hi,

    Still awaiting an answer on this - Can the integration be used on multiple slack workspaces.  One Zendesk domain but the ability to create zendesk tickets from multiple slack workspaces.  The workspaces are within one slack instance.

    Additionally, I read in some previous comments that multi-form is not supported.  Does that mean if we use multi-forms we cannot use this integration or can we still use it but it will just create a default form?

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  • Yuri Mylis
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    @Robert and @Reshma, you can connect the same Zendesk account to multiple Slack workspaces by installing the Zendesk app in each of these workspaces.

    The integration always shows the same ticket form. A screenshot can be found in this article.

     

    @David, unfortunately we integration can't default to a specific assignee based on the Slack channel, but I can see how this could be a great enhancement in the future. 

     

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  • VK
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    Is there a way to change the description (when creating a new ticket in slack) to private/internal note so the comment isn't public by default? This would specifically be for the "create new ticket option".

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