Announcing Slack for Zendesk Support integration

Have more questions? Submit a request

13 Comments

  • Erin Jones

    Does this require the paid version of Slack?  Thank you in advance!

    0
  • Sheldon Dickinson

    I was so excited to see a post saying that the Slack integration had been updated. But it is still far from hitting the mark.

    You still have limited control over what tickets to include for notifications. I would rather be able to control what is added down to the ticket type so our channels aren't getting flooded.

    For example

     

    1. We don't want ALL tickets posted, but it would be great if you could only have problem tickets posted, or only tickets with 'urgent' priority. As you're then getting meaningful content in these channels.

    2. You still can't use it as a target in triggers. This means still having to use the cumbersome webhook method for posting things like CSTAT surverys

    3. and this is the biggest. You can not collaborate with your team in slack when you need assistance on a ticket. It would be great if you could type /zendesk #12345 and it post the referenced ticket into slack so that your team can assist with an issue. Instead, we still have to post links that open a fresh Zendesk window or have to copy and paste ticket numbers. 

    It's great to see you working on this product, but still feel that it is pointless and we will have to continue using webhooks to get basic function.

     

    1
  • Jessie - Community Manager

    Thanks for sharing your feedback, Sheldon! I'll be sure to pass it along!

    0
  • Jessie - Community Manager

    Welcome to the Community, Erin! I'm so sorry for the delayed response.

    I double checked our documentation on installing the new Slack integration, and it doesn't look like a paid Slack account is required to use it!

    0
  • Thomas Bumgardner

    Where would you like bug reports sent to for this integration?

     

    1
  • Nicole - Community Manager

    Hi Thomas - 

    Thanks for asking. Bug reports should be sent to support@zendesk.com

    0
  • Samantha W.

    Hello!  Can you reply to tickets in Slack with existing macros?

    0
  • Fletcher Richman

    I think the BubbleIQ Zendesk Slack integration might be able to help!

    @Sheldon our integration is built based on fully customizable targets and triggers. So you can put conditions on triggers such as urgent, if it is a problem ticket, etc., and map that to a channel in Slack.

    @Samantha we recently (yesterday!) announced support for running Zendesk Macros directly from Slack. 

    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! 

    2
  • Ken H

    I just installed the Slack/Zendesk integration and had a question about sending specific updates to specific agents. Rather than have a main channel that shows ALL updates, I would like an agent in zendesk to receive a personal update/desktop notification in slack, when they are assigned a ticket, or there has been an update to a ticket that is already assigned to them. Is this something that can be accomplished easily in the integration?

    0
  • Catalin Oprescu

    Hi Ken, 

    Personally, I have achieved this by setting up an Incoming Webhook to post to @slackbot whilst in Zendesk I've added the webhooks' url to Extensions as a new target and then, in the existing triggers, I've replaced the action from email to Send To Target (the slack's webhook) and customised the json as needed. Below an example. Assignee gets notified only of updates on tasks assigned to him/her:

    {
    "username":"Hi {{ticket.assignee.first_name}} It's Zendesk with an update on #{{ticket.id}}",
    "icon_url": "https://d1eipm3vz40hy0.cloudfront.net/images/logos/zendesk-favicon.ico",
    "channel": "@{{ticket.assignee.first_name}}.{{ticket.assignee.last_name}}",

    "text":"#{{ticket.id}} - {{ticket.title}}",
    "title_link": "{{ticket.url}}",


    "pretext":"This task is assigned to you and this comment was just added: \n\n {{ticket.latest_comment}}",
    "color": "#36a64f",
    "fields": [
    {
    "value": "{{ticket.id}} - https://{{ticket.url}}\nStatus & priority: {{ticket.status}}, {{ticket.priority}}",
    "short": false
    }
    ]
    }

     

     

    in my case all slack users are agents so it works. 

    solution can be improved by adding a custom field containing the slack id and posting @channel:zendesk custom field -> slack_id

     

    Let me know if this works for you & any feedback is more than welcomed.

    0
  • Jessie - Community Manager

    Thanks for jumping in to help out, Catalin!

    0
  • VK

    I'm not sure this is the right ticket, but is there a way to integrate slack with zendesk help that when you post an article, you can toggle it to post an update/message via a slackbot in a specific channel?

    0
  • James Gross

    My team currently post user feedback in Slack and I am trying to define a process where we start logging it in Zendesk instead of Slack so we can aggregate it and report off of it a lot easier.  Several team members in other departments have grown accustomed to seeing the real-time feedback in Slack and want this to continue.  I am thinking about creating a custom field in ZD and working on an integration to get the feedback from the custom ZD field to auto-populate in a Slack channel.   I am rather new to ZD and we don't have a ZD admin.  Does anyone have any recommendations on the best way to build this? Any and all feedback would be greatly appreciated. 

    1

Please sign in to leave a comment.

Powered by Zendesk