Using the Slack for Zendesk integration

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127 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Neil,

    I'm going to create a ticket on your behalf so our team can dig into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Miles Dunn

    We use two different instances of Zendesk, one for our general customer facing support and one for our internal treasury/accounting support. Is there a way for the slack integration to ask whether this is related to support or to treasury when trying to submit a ticket via Slack? 

    We'd love to be able to submit tickets to the two different instances but aren't sure if that is possible. 

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  • David Hall
    Zendesk Product Manager

    Hi Miles, thanks for the question.

    Connecting Slack with multiple Zendesk instances is not supported right now, but I've noted your request so it will be considered when we're planning our next updates.

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  • Patrick Gsell

    Hi zendesk team

    We also use multiple zendesk instances and would love to have a feature to connect the slack bot to multplie instances/subdomains.

    Cheers,
    Patrick

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  • David Hall
    Zendesk Product Manager

    Thanks for the feedback Patrick, I'll note your +1 for that feature.

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  • Claudia Araujo

    Hello,

    Is it possible to remove 'Requester' and 'Assignee' fields when creating new tickets with the /zendesk create_ticket command?

     

    Thanks!

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  • David Gillespie
    Zendesk Product Manager

    Hi Claudia,

    Unfortunately the current integration doesn't allow the configuring of fields for new tickets within Slack.

    Thanks,

    David

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  • Daniel Wirjoprawiro

    +1 to have the Requester = the person that sent the message on Slack. This will be very helpful. 

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  • Matt Zaglin

    Hello - is there some way that this integration can be used, but also not publish the requester's request to the channel itself?  Like, make it only visible to the person who made the request, and not the whole channel?

    Having the details of a request made public to all of the channel members is somewhat of a privacy issue, and could make people resistant to use the system if their issue is on display for everyone to see.

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  • Dan Gray

    Neil - thanks for the screenshot.  We are having the same experience with our slack integration.  The drop down for requestor is showing Slack users, not Zendesk users.  Was Zendesk able to find a resolution for you here?  Brett Bowser - could I have a ticket created for our instance as well as this seems to be the same issue as Neil described?  Thank you!

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  • Neil

    Dan Gray - here is what I heard back:

     

    "I just received an update from the team that the one you are experiencing is the correct feature. The reason for changing it is that as report alerts some security issues as it exposes the users in Zendesk. There are use cases by some companies which adds customers to their slack workspace than this customers have the ability to create tickets from slack exposes the Zendesk members data. As a resolution, our team keep the requester list to just the slack workspace members."

     

    So basically they changed the feature without updating this support article. They did go on to then update the article. It still doesn't change the fact that I want to associate Slack posts with a Zendesk ticket, since we offer support to our premier customers via Slack.

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  • Dan Gray

    Hi Neil - thanks for the reply!  We also interface with customer via Slack so it would be nice to be able to create a ticket directly from Slack.  Having the list of Slack users (as we are both seeing) is not an issue for us if that is how it is intended to work.

    What seems to be an issue is, every ticket created in Zendesk has one person's name associated to it as the requester.  Basically even if an end user (or light agent) exists in our Zendesk account already and we assign them as the ticket requester in Slack, the ticket is still coming through under the name of the user who installed the integration.

    Were you able to resolve this or is this still an issue for you?  If this is "expected behavior" I would be curious (to Zendesk) as to what the point of having the requester field is at all if it is just going to change back to the user who installed the integration, thus leaving no record of who actually was requesting the ticket?

     

    "Why is the requester field on tickets created via the integration always set to the person who installed the integration?

    Slack users are not required to be an agent in Zendesk Support. So, all Zendesk actions performed in Slack are attributed to the Zendesk user that authenticated to Zendesk during the installation process."

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  • Rob Smithers

    Anybody else think it is odd that the "Slack Ticket Trigger" sends data to Slack whenever any ticket is created or updated?

    I would think that should default to only tickets with the "created_from_slack" tag. Otherwise, you are sending every ticket comment to Slack. (I don't know what happens to that data on the Slack side if the ticket wasn't created there.)

    Since we can't modify the trigger, I cloned it and added that tag requirement, and deactivated the original.

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  • Neil

    Dan Gray We didn't deploy the integration so I have no answer for your question. We have actually found a reasonably-priced third party solution that does exactly what I need, create a ticket from Slack and automatically associate it with the correct org and user in ZD.

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  • Daniel Ketelsen

    Hi Yuri

    following issues:

    1. I cannot select a specific agent for some reason. Only groups. 
    2. It should be possible to pre-fill ticket with a default value for all the fields. 
    3. can I somehow send parameters with the /zendesk create_ticket command? (something like /zendesk create_ticket title content) 

     

    Thanks and cheers

     

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Daniel,

    1. I cannot select a specific agent for some reason. Only groups. Is this for ticket notifications or when creating a ticket?

    2. It should be possible to pre-fill ticket with a default value for all the fields. Unfortunately this feature isn't available in the current integration.

    3. Can I somehow send parameters with the /zendesk create_ticket command? (something like /zendesk create_ticket title content). Unfortunately this feature isn't available in the current integration.

    Thanks,

    David

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  • Daniel Ketelsen

    Thanks for the quick response. 

    1. When creating a ticket, I can only select a group, not a specific agent. I cannot seem to find any setting for this. 

    cheers

     

    Daniel 

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Daniel Ketelsen,

    Thanks for highlighting.

    The reason for not listing users is because of privacy considerations. If we listed users here, any one using Slack (including external users) could see the list of all users in Zendesk.

    Thanks,
     
    David
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  • Daniel Ketelsen

    Hi David.

     

    Thanks again for the quick response. 

    The instructions above show agents as well - this is actually pretty important to us. We can restrict channels in slack, so privacy control is on our side, which is totally fine. 

    How can I activate the view of users / agents? 

     

    Cheers

     

    Daniel 

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  • David Gillespie
    Zendesk Product Manager

    Hi Daniel,

    Just to clarify, the Requester can be selected from all the users in Slack, the Assignee is selected from the groups in Zendesk, not the individual users. 

    Unfortunately there isn't a feature to allow the selection of users for the Assignee, the only selection is at a Group level.

    Thanks,

    David

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  • Daniel Ketelsen

    That's very unfortunate. Do you know of any third party tools that would allow for a workflow like: 
    - automatically create ticket from a message in a channel for predefined group or assignee

    Note: The article still lists assignee as selection option. that's where the confusion came from. 

    cheers 

     

    Daniel 

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  • David Gillespie
    Zendesk Product Manager

    Hi Daniel,

    Halp has an excellent integration with Slack, or you could also try Zapier, Workato or Automate.io. 

    Thanks,

    David

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  • Neil

    We've started using Halp for their ZD/Slack integration. They were just acquired by Atlassian - not sure if that is good or bad...

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  • Fletcher Richman

    Thanks for the shoutout David Gillespie.

    Hi Neil - I'm the cofounder and CEO of Halp. You're right, we did just acquired by Atlassian. They are big fans  of our Zendesk integration and we plan to continue to fully support it and continue to improve it going forward. Atlassian and Zendesk have a great partnership and already work together in many ways. 

    Our Zendesk integration allows tickets to be created in Slack via emoji, slash command, App Home, or Slack shortcut. There's a full 2-way sync between Slack and comments, fields, and forms in Zendesk. The requester is automatically set based on the person that sent the message in Slack, and the assignee is customizable using Halp's powerful recipes or based on a custom tag and Zendesk trigger. Agents can also edit the assignee, fields, and add internal notes to the ticket from a private Triage Channel in Slack. 

    Daniel Ketelsen - we recently launched the ability to have tickets get automatically created from messages in a channel and have those requests be auto-resolved using Halp Answers when possible. 

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  • Timothy Weaver

    Is the Slack integration limited based on the subscription level? When we were doing the Zendesk trial, we set up the Slack integration and all new tickets created in Zendesk triggered a notification in the Slack channel we had configured. Now, that doesn't work and there is no option under the Zendesk Triggers to set up any Slack related triggers. I'm suspecting this is because we are on the basic Zendesk subscription, which says Slack integration is included but it appears to be only one way (we can create tickets from the Slack channel).

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  • David Gillespie
    Zendesk Product Manager

    Hi Tim,

    The integration is available to customers on Team plan or above.

    You may still be able to use the integration to raise tickets from Slack because you installed it when you were on a trial, but the notifications may not work because the require a Team plan or above.

    Thanks,

    David

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  • Bilgin Ozkan

    For the assignee, all we are getting is "Enter name of Zendesk group" Not seeing the option to assign it to an agent. Any idea?

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  • Hatem Zidan

    Anyone can help?

    I created an integration between Zendesk and Slack but I still don't get notifications. Everything was done correctly as mentioned in the article and the trigger appears to be working normally but no notification is coming to slack. Any idea on how can we resolve this?

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  • David Gillespie
    Zendesk Product Manager

    Hi Bilgin Ozkan,

    I've just confirmed with our engineers, we only allow assigning to Groups, not individual agents. Apologies for the confusion, I've updated the article to reflect the correct functionality.

    Hi Hatem Zidan,

    Are you able to get in contact with our support team? The quickest way to do this would be to jump on a chat with one of our agents. Click the "Get help" button on the bottom right of the screen and they'll be able to diagnose your specific issue.

    Thanks,

    David

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  • Peter Eacmen

    Can someone explain how we can get the requestor's email address in our Slack Ticket Notifications? Right now it just has the requestor's name which isn't very helpful for our use case. 

     

    This is the current JSON for the undocumented "Slack Integration Endpoint" trigger:

     

    {
    "ticket_id": "{{ticket.id}}",
    "status": "{{ticket.status}}",
    "updated_at": "{{ticket.updated_at_with_timestamp}}",
    "subdomain": "{{ticket.account}}",
    "ticket_latest_comment": "{{ticket.latest_comment}}",
    "updated_by": "{{current_user.name}}"
    }

     

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