Using the Slack for Zendesk integration

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93 Comments

  • David Gillespie
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    Hi VK,

    This currently isn't possible but we are always collecting feedback on what features are most useful and will capture this for a potential future release.

    Thanks,

    David

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  • Lindley Heynes
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    Good Day Zendesk Support team

     

    Is there a way that ticket creation from a Slack channel into Zendesk can be automated?

    We would like to be able to 1. Pre-define which Slack message should be converted into a ticket and 2. Pre-define which group the ticket should be created under in Zendesk.

    Please advise.

    Thanks.

    Lindley Heynes

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  • David Gillespie
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    Hi Lindley,

    Neither of those two capabilities are available at the moment but we have captured this feedback as potential optimisations of the integration.

    Thanks,

    David

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  • Lindley Heynes
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    Hi David, thanks for your swift feedback.

    Kind Regards

    Lindley Heynes

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  • VK
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    When a ticket is created via slack, the message that the ticket was created from becomes threaded with an automated zendesk reply saying a ticket was created.

    Is there a way when the ticket is solved in zendesk, for that original slack message or thread to a) auto-post a response once the ticket has been solved, or b) add an emoji? Essentially I am just looking for a trigger to automatically update in slack letting users know a new event (ticket solve) happened.

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  • David Gillespie
    Comment actions Permalink

    Hi VK,

    Yes you can do this. You are able to configure which types of notifications you wish to receive from Zendesk by typing the /Zendesk settings command in Slack. If you follow the prompts you will be able to select to receive notifications for solved tickets (or updates to solved tickets) from assigned to the groups you have selected. 

    All Zendesk notifications will be posted as a new Slack message. We currently don't have the ability to group updates to a ticket as a thread in slack or send emojis, but I've noted both as feedback for potential future features.

    Thanks,

    David

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  • VK
    Comment actions Permalink

    Thank you David! So this setting update will be global to whatever group I select in the settings? Is it global across all channels that have the Zendesk<>Slack integration, or do I need to manually go into the settings in each channel to update them?

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  • VK
    Comment actions Permalink

    @David the settings are updated in one of my slack channels, you can see the settings notification here; I created a ticket in slack (which did indeed give me a notification) in that channel and updated the status of the ticket to both "open" and "solved" however I didn't get any sort of notification or interaction in slack letting me know about the ticket status change.

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  • David Gillespie
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    Hi VK,

    Are the tickets assigned to the correct group (i.e. CCSS)? Only updates to that ticket in that group will be sent to the Slack channel. 

    Thanks,

    David

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  • VK
    Comment actions Permalink

    Hi David, yes, when I created the ticket in Slack I selected the correct group (CCSS); I also have a view in zendesk where all tickets assigned to that group live. 

     

    I tested it out again this morning and still nothing happened. Are there any other steps, or conditions that need to be met, after the ticket has been created? Once the ticket was created I simply went in an solved it.

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  • Brett - Community Manager
    Comment actions Permalink

    Hi VK,

    Looks like there's been a ticket created on your behalf to troubleshoot further. We will follow-up with you in that ticket :)

    Cheers!

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  • VK
    Comment actions Permalink

    Thanks Brett & David

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  • Aneesh Jain
    Comment actions Permalink

    We used to be able to send notifications to a private channel or as a DM to myself. This functionality seems to now be missing. Is there any chance this will be released at some point?

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  • David Gillespie
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    Hi Aneesh,

    Unfortunately sending DM's via the integration is not currently available. We've had a number of requests for this feature and have it as a priority feature in the backlog, but at the moment we haven't planned a specific release date.

    Thanks,

    David

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  • Lindley Heynes
    Comment actions Permalink

    Hi Zendesk Support

    Does the Zendesk for Slack app support Zendesk -> Slack integration for multiple Zendesk groups?

    Currently it seems that we can only integrate tickets from 1 Zendesk group into one channel in Slack.

     

    Please advise.

    Thanks & Kind Regards

    Lindley Heynes

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  • David Gillespie
    Comment actions Permalink

    Hi Lindley,

    Yes, you can set up the integration for tickets from multiple groups. See screenshot of the settings page in Slack where multiple groups can be selected:

    Thanks,

    David

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  • Nicole Punsalan
    Comment actions Permalink

    Hi team,

    I installed the ZenDesk app to one channel, and I seem to be the only one in our team who can see the option to Create a Ticket in the Actions menu. While the /zendesk create_ticket function works, it would be useful for the rest of my team to see it in the Actions.

    Thank you.

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  • David Gillespie
    Comment actions Permalink

    Hi Nicole,

    Do you have different permissions set for the other members of your team? Are they able to see the actions of any other apps in Slack?

    Thanks,

    David

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  • Nicole Punsalan
    Comment actions Permalink

    Thanks for the prompt response, David! :) Both my colleague and I are Slack Workspace admins and can see other app actions.

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  • David Gillespie
    Comment actions Permalink

    Hi Nicole,

    Are they able see the actions in "More message actions"? See screenshot below:

    Thanks,

    David

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  • Beno Siebenmann
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    Love the slack collab add-on great work on the development on getting this in!

    A couple of things I would like to see or put into your sprint cycles for future product updates: If mentioned before in the comments I apologise.

    • Would like to see the ability for a non-admin slack workspace user to select two different instances.
    • Ability to select multi-brand and product
    • Set an assignee as an individual, not just group
    • Ability to add cc or follower.

    I feel that it would add a deeper integration, and make for a customer that has a global presence, like give the user a more precise experience of directing their query.

    Look forward to hearing back around thoughts on this and if there are thoughts, a rough sprint timeline? 

    Cheers
    Beno



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  • Brett - Community Manager
    Comment actions Permalink

    Thanks for taking the time to share this with us Beno!

    I'll be sure to pass this feedback along to the appropriate team :)

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  • Stefan
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    Hi :)

     

    Is it possible to use this Create Ticket action in a shared channel between two Slack Teams?

    I hope I misconfigured something, because I get this:

    @Zendesk can’t be added to this conversation, so Create a ticket won’t work here. Sorry about that!


    Thanks in advance!

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Stefan,

    Can you clarify what you mean by shared slack channel? Is this just a public slack channel that anyone has access to? You should be able to set up the integration on a public channel if that's your question.

    Let me know if I'm misunderstanding.

    Cheers!

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  • Stefan
    Comment actions Permalink

    Hi Brett,

    Thank you for your response :)
    What I mean is a channel which can be set up between two Slack Teams:
    https://slackhq.com/introducing-shared-channels-where-you-can-work-with-anyone-in-slack

    And of course we already use the integration in our other Slack channels, both public and private!

    Cheers

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  • Brett - Community Manager
    Comment actions Permalink

    Thanks Stefan :)

    I did some digging on my end and it looks like this is a fairly new feature. Our integration with Slack most likely doesn't account for a Shared channel at this time.

    I'll be sure to pass this feedback along to the appropriate team so they're aware of this new Slack feature.

    Thanks for sharing this with us!

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  • Stefan
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    Thanks for your quick response!

    I'm looking forward to using the integration in the shared channels :)

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  • Neil
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    Not sure if anyone else posted about this, but the requester drop down only shows a list of Slack users, not Zendesk users. I want to set the requester as one of our customers who is an external user on our Slack workspace.

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  • Heather Rommel
    Comment actions Permalink

    Hi Neil

    Are you having trouble with # 3 in the article then?

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  • Neil
    Comment actions Permalink

    Yes. Check out the dropdown for requester. It doesn't show Zendesk users, instead shows Slack users:

     

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