Using Slack in side conversations (Collaboration add-on)

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34 Comments

  • Luz Marsen
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    First of all many thanks for this very helpful new feature. One question: is it planned to make tagging of people in the slack integration possible? This would be extremely useful for the workflow in our company.

    3
  • Stefanie Steinbach
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    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!

    2
  • 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.

    1
  • Lisa Kelly
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    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." 

    1
  • Brett - Community Manager
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    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 :)

    1
  • Wendy Lok
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    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
  • 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.

    1
  • Judd Higgins
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    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!

    1
  • Antonio Naddeo
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    is there any plan to add the "send a message via slack" as a macro action?

    0
  • Armen Saghatelian
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    Hi Toby Sterrett,

    We are facing performance issues with integration. Can anyone have a look? Our Zendesk subdomain is tenweb.

    The side conversations started in Zendesk don't appear in Slack threads right now.

    0
  • Jacob Booth
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    Is there anyway to direct the message to a thread within the channel

    0
  • Armen Saghatelian
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    Hi Devan,

     

    Thank you. All fixed now :) 

    0
  • Lisa Kelly
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    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.

    0
  • Toby Sterrett
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    Hey Armen Saghatelian glad it worked!

    1. It's possible to set up triggers with conditions based on side conversations being updated. You can easily set up a trigger to ensure a ticket's status is e.g. Open if a side conversation within it is updated. You can read up on the side conversation trigger conditions here.
    2. We are investigating these types of things. Updating the views page with an indicator that there are unread side conversations within tickets would definitely not be a trivial task to do, but w have some ideas for things we can try out.
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  • Armen Saghatelian
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    Toby Sterrett Hey Toby, 

     

    Thank you so much. It worked. I have two more questions:

    1. Would it ever be possible to change the ticket status based on a reply in Slack thread?

    2. If not, can you please make the side conversations new reply notifications more visible? Maybe you can add the new notification circle on the tickets view?

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  • Wendy Lok
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    Got it working. Thanks!

    0
  • Devan
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    Hello Armen Saghatelian,

    Due to the nature of the issue impacting you, I'm going to open a ticket on your behalf. You should receive an email shortly followed by a response from our Advocate team. 

    Best regards. 

    0
  • Antonio Naddeo
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    Hello,

    1) can you use macros to initiate a slack side conversation?

    2) if yes can you use placeholders in the slack side conversation?

     

    We have a bot built in our slack with a series of commands (sentences that we need to type every time), if we were able to use macros we could pre-build these commands into macros and so have to avoid to manually write the long sentences 

    0
  • Silviana Villarruel
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    Is there a way to view the person who was part of the slack conversation?
    We want to be able to view and create reporting around the person who answered the slack conversation in the slack channel. I see at this time ZD shows it in two places 

    1. Internal comment: "Note added from a Slack message by Agent Name in  #channel.
    2.title comment: Agent ZD Name > Today xx:xx > with Zendesk, Slack Agent Name. 

     

    0
  • Nicole - Community Manager
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    Hi Sophie, 

    Yes, it is a free app. Here's the listing for it in our marketplace: https://www.zendesk.com/apps/support/slack/

    0
  • 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.

    0
  • Sophie Gibson
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    Hiya - is slack for Zendesk free? 

    0
  • Nicole - Community Manager
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    Glad to hear you got it sorted, Wendy. Thanks for letting us know!

    0
  • 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. 

    0
  • Toby Sterrett
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    Hey Antonio, give it a try again, we actually just rolled this out. When you add a macro action you should now have the option for "Side conversation via Slack" if you have Slack enabled. And yes, you should be able to use placeholders for the recipients/channel field as well as the body field.

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

     

    0
  • Dave Tonks
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    Heya, Any plans on showing Microsoft Teams some love with this integration? We chose this over Slack.

    0
  • Armen Saghatelian
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    Toby Sterrett Hey Toby, 

    I have tried mentions in side conversation with @here and @channel based on the info below but it seems that both do not work.

    Slack @mentions are not supported, but you can include @here to notify everyone currently logged in or @channel to alert every member of a channel.

    Can you please tell us what we are missing?

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  • Toby Sterrett
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    Hi Armen Saghatelian thanks for the report! We're going to be rolling out a fix to return this functionality very soon. It will hopefully be out later today but should be in place by the end of the day tomorrow at the latest.

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  • Toby Sterrett
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    @Antoniounfortunately the integration will only bring messages in the threads back into the side conversation. Otherwise there's no way for the bot to know the message is intended to be a response to the original side conversation message. Could the custom bot be updated to reply to these messages in the thread? I believe it's a matter of including the message it is responding to in the API call to Slack (at a high level).

    0

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