Using Slack in side conversations (Collaboration add-on)

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9 Comments

  • Wendy Lok

    Installed and setup the Slack side convo Collaboration feature. Created a new side conversation but realized I needed to create a new channel. Go to Slack, create new public channel #Support. Go back to Zendesk, create side conversation > Slack > but the #Support channel does not appear. 

    I've logged out of slack, zendesk. Even 5min later, #support does not appear in the list of channels I can write to.

    1
  • Lisa Kelly

    Hi Wendy,

    Since it's a new channel you added, make sure the Zendesk app is invited to the channel. Click here for more information and refer to "To add the app to another channel." 

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  • Wendy Lok

    Got it working. Thanks!

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  • Nicole - Community Manager

    Glad to hear you got it sorted, Wendy. Thanks for letting us know!

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  • Judd Higgins

    Hi!  This feature is great! Is there a way to search in Zendesk (either in the Search field or creating a Query in Explore) to find tickets that have Slack Side Conversations?

     

    We want to be able to find all tickets that have Slack Side Conversations so we can write internal documentation about the issues brought up on these tickets.


    Thanks!

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  • Mindaugas Verkys

    is it possible to turn side conversations only for slack (without email option)?

     

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  • Lisa Kelly

    Hi Mindaugas,

    You can chose which type of side conversations to enable (Email, Slack, or both) by navigating to Admin > Settings > Tickets > Side Conversations. 

     

    For details, see Enabling and disabling side conversations.

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  • Stefanie Steinbach

    Sounds like a great addition!

    If I understand correctly, at the moment, within Zendesk, we can work with Triggers to notify people in the conversation that there's an update. (As mentioned here: Using side conversations in Tickets add-on) But in Slack, there's only @channel or @here that would work? As this would halt my entire support team to go check out that slack:

    Are there any plans of adding the option for outgoing @mentions. In other words, will it in the future be possible to send a slack message from Zendesk mentioning @someonenotinzendesk? If so, when do you approximately expect this functionality?

    Thanks in advance!

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  • Brett - Community Manager

    Hey Stefanie,

    I reached out to our Product Managers and they think this is a fantastic idea! However, the current integration does not support searching for Slack users at this time. I've passed this feedback and your use-case along to the appropriate team.

    Appreciate you sharing this with us :)

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