Slack for Zendesk Support integration FAQ Follow

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5 comments

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    David Rose

    Unfortunately the integration doesn't work. It wrongly reports automations as positive customer actions and reports the wrong agent as having modified a ticket (or the customer as having modified the ticket rather than the agent).
    Until these are addressed I would suggest users stick with the built by Slack App.

    Additionally it's missing the feature of displaying in slack whether the post is public or private (which the Slack app does).

  • Avatar
    Catalin Oprescu

    I hope in a future release you'll assign the comment to the issuer and not the agent who set the connector (the latter could still be used a s fallback if the issuer of the comment is not an agent).

    the feature, at the moment creates confusion as all agents see the Admin's pic& name and the real issuer of the comment is mentioned in the footer of the comment.

     

    Fingers crossed to enhance the current functionality sooner, rather than later! 

  • Avatar
    Jessie - Community Manager

    @David: Thanks for sharing that feedback!

    I see that you also opened a ticket on these issues, and our Devs are aware and have rolled out a fix! Please let us know if you have any further trouble.

    @Catalin: Thank you for giving us feedback!

  • Avatar
    Michelle Morris

    Hi Zendesk team!

    I don't seem to be able to create a Zendesk ticket from a Slack message that has an attachment. This is one of the main reasons we want this integration. Someone posts an image in Slack and we want to create a ticket in Zendesk with that image attached. I just don't seem to have the menu items for Zendesk on messages with attachments, while messages without attachments are working fine. Can you help?

     

  • Avatar
    Jenni Kovachevich

    Hi Michelle! 

    Unfortunately, it is not currently an option to create a ticket from an attachment message within Slack, either via menu or slash command. It is still helpful for us to see other use cases for the integration, and I would encourage starting a conversation on our Product Feedback forums as well! Feedback is definitely appreciated. though I apologize we don't have better news at this time for creating those tickets from message attachments within Slack. Feel free to reach out to our support team with any questions!

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