Using Slack in side conversations (Collaboration add-on)

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34 Comments

  • Sarah Salvador
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    Is there a trigger-based workaround that would update a ticket status to Solved if a Slack reply to a side conversation contains a certain string of text?

    Currently, I use a workaround mentioned in a different article that allows light agents to solve tickets by adding a comment containing the string "#solved". I'm looking for something similar via side conversations.

    Use case: our shipping department does not actively use Zendesk. We have support tickets open due to shipping-related issues, and I'd like our service team to be able to create a Slack side conversation when an issue is resolved and therefore an order is ready to be shipped. Once someone from the shipping department confirms that the order has been shipped, I'd like them to be able to respond to the side conversation in Slack, including a specified string (e.g. #shipped) that would Solve the ticket once it has updated with the side-conversation reply.

    I tried creating a trigger similar to the #solved workaround (instead looking for "#shipped"), but the trigger did not fire even though the Slack integration updates the ticket comments with the Side Conversation's last reply.

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  • Andreas Schuster
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    Hi Sarah Salvador,

    I don't think this will work, I think you can't access the content of the side conversations in trigger.

    Why don't you create one Light-Agent called "Shipping department" and share the credentials with them? They could simply click on the link in Slack and then make an internal note, or even better, prepare macros for them. 

    Let me know if this works.

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  • Sarah Salvador
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    Andreas Schuster Thank you for the suggestion, but unfortunately this would defeat the purpose of my need. I was trying to prevent our shipping team from having to jump to another system to make their comments. A prepared macro and a link from Slack certainly reduces the clicks, but i was looking for the simplicity of keeping them in a window that they already constantly have open and can respond to directly in line. Their department widely uses Slack, and unlike the rest of our Support team, has very little workflow in Zendesk.

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  • Armen Saghatelian
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    Totally agree with Sarah Salvador

    We need to change the ticket status right from Slack threads created with side conversation using certain strings. 

    Andreas Schuster Please suggest a workaround for this or add that functionality. 

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