Using the Slack for Zendesk integration

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136 Comments

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Peter,

    I believe that would be {{ticket.requester.email}}, you should be able to find every available placehold here:
    https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference

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  • Peter Eacmen

    Jacob,

    Yes I am aware of the template variables. The issue is the JSON for the slack integration trigger is not documented. I see no place in the default json to insert that variable.

     

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Peter Eacmen,

    Unfortunately in the current integration we don't allow message from Zendesk to be modified, so you won't be able to insert that variable.

    I've captured this as feedback for our new integration.

    Thanks,

    David

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Peter Eacmen,

    Depending on what use cases the official integration solves for you, you may want to create your own integration to get more control of the content exchanged - I did a write up of a way to simply push notifications to Slack.

    I hope that will be helpful for you.

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  • Héctor Rodriguez

    Good morning Jacob,

    Just wondering if it is possible to add some fields that Zendesk has like the Customer or Tags in the notification of the ticket inside the Slack channel and if so, where can I configure it?

    Thank you so much,

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Héctor,

    Yes, if you create your own integration to push a message to a Slack channel, you can control what information you want to send, including customer name, email, tags, and much more.

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  • Matt Zaglin

    Hello - several months ago, I had posted this comment:

    https://support.zendesk.com/hc/en-us/articles/360001353047/comments/360004420454

    I am still wondering if there are any plans to change the functionality of the integration such that the ticket request does not show up in the channel where it was made, but rather shows up as a DM to the requester, and thus preserving the privacy of the request/requester.  Having a request on display for all to see seems to be somewhat customer unfriendly.

    Thanks!

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  • David Gillespie
    Zendesk Product Manager

    Hi Matt Zaglin,

    Thanks for bringing this up and yes we are looking to create a DM experience in the new Slack integration.

    I've captured your feedback as a feature request for the new integration and we'll look to implement it. 

    Thanks,

    David

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  • Joe Gran

    I scanned the comments but didn't find a clear answer, so asking here:

    I'd like to hide the Requester and Assignee fields on the form that pops up when you create a ticket with /zendesk create_ticket slash command.  Is that form editable?  I want the requester to always be the person creating the ticket and use triggers to assign the ticket to correct group.

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  • David Gillespie
    Zendesk Product Manager

    Hi Joe Gran,

    Unfortunately the current integration doesn't allow the ticket for to be configured or edited. We're looking to build this into the new Slack integration which we'll be starting on shortly.

    Thanks,

    David

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  • David Johnson

    Hello,

    Is it possible to use the Slack integration to send new ZenDesk Community posts to a Slack channel?

    Thanks for your support!

    Best regards,

    Dave.

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  • Alex Oanea

    Does the Slack  Zendesk app allow for editing of slack messages it created? (https://api.slack.com/methods/chat.update)

    We are using the Slack Zendesk app to create side conversations in Slack and I'm looking at updating the message to add a note when the Zendesk ticket status changes.

    Slack only allows the App that created a message to edit the message so I cannot automate this via other means.

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  • Lee Geissbuhler

    Sorry if someone already asked this but is this possible:

    Tech questions group chat in slack:

    Customer161: I am having issue with Blah
    Tech: Sorry to see you are having an issue with Blah, let me make a ticket for us.

    Tech:
    Requester is Automatically set to Customer161

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  • Lee Geissbuhler

    Supposed to say Tech "hits three dots to make a zendesk ticket"

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  • Neil

    Lee Geissbuhler I think what you're looking for would be satisfied with Halp (which is now part of Atlassian). That's what we use for that use case.

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  • Brett Bowser
    Zendesk Community Team

    @David, you may wan to take a look at this user tip submitted by one of our Community Moderators Notify Slack when a new post has been added to a community topic (using Zapier)

    @Alex, from my testing I wasn't able to find a way to accomplish this with out integration unfortunately.

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