Using Slack in side conversations

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55 Comments

  • Luz Marsen

    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.

    4
  • 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!

    3
  • Sarah Salvador

    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
    Zendesk Documentation Team

    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
  • Brooke Cantwell

    Any update on allowing @mentions to tag specific people for a Slack side conversation? Creating a channel for each possible side conversation doesn't make sense for us, but generally questions are directed to a specific person within a group. 

    1
  • Jiri Kanicky

    Zendesk team clearly does not understand how companies use Slack and what are the requirements to create slack conversation from a ticket.

    The way how it should work is that Zendesk should open new channel per ticket. When ticket is closed the channel is closed. That is how Slack plugin works in Jira and that is how most companies are using it.

    In Zendesk they are asking you go to Slack, create new channel, then come back and create side conversation for that channel. This is really not helping with effectivity, does it?

    1
  • Brett Bowser
    Zendesk Community Team

    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

    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

    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

    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
  • Brett Bowser
    Zendesk Community Team

    Hey Brooke,

    This is something our PM's are aware of and are interested in implementing at a later date. Nothing on the roadmap currently but I'll be sure to pass your feedback along :)

    Thanks for taking the time to share this with us!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Jeff,

    There are a couple of approaches you could take here.

    You can use the comment insertion dialog with the integration or the discuss on slack item from the comment menu. Otherwise a macro could use the description placeholder which could get the job done.

    I hope this helps!

    0
  • Packlink Shipping SL

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

    0
  • Zachary Karr

    Would it be possible to add a feature where the "Send in channel" is an option with the Side Conversation via Slack? This would really help with "bumping" a thread in Slack that might have been lost in the fray.

    0
  • Armen Saghatelian

    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

    Is there anyway to direct the message to a thread within the channel

    0
  • Armen Saghatelian

    Hi Devan - Community Manager,

     

    Thank you. All fixed now :) 

    0
  • Amjid

    Also this is a long shot but would this be possible to do via Zendesk App? As once we have a certain flow we want to use for our business, the fact that Zendesk App doesn't allow it doesn't help.  This flow needs to be used out of hours or on weekends when someone may not be sat at their laptop to initiate the slack conversation?

    0
  • Mirek Kokes

    Hi Nicole Saunders,

    Is this the correct feature requests to upvote in order to have the Slack @mentions integrated in the Zendesk side conversation? https://support.zendesk.com/hc/en-us/community/posts/1260803114110--mention-slack-user-functionality-on-Zendesk

    In addition, there is a typo in your documentation, there should be 2 words.

    0
  • Jeremy Watkin

    How long does it take for a newly invited Slack channel to become available in side conversations? I believe I've properly invited it but it doesn't show up in the dropdown list.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    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
  • Molly Katolas

    We love this feature and use it daily, but we're seeing that the connection breaks occasionally. We've had it happen (and resolve itself) twice in the last week or so. The agents get an error saying "The Zendesk for Slack app hasn't been invited to any Slack channels".  Anyone else have this issue? Anything I can do to prevent it? Not sure what's triggering it, and it resolves itself within 15 mins or so. 

    0
  • Toby Sterrett
    Zendesk Product Manager

    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.
    0
  • Armen Saghatelian

    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?

    0
  • Wendy Lok

    Got it working. Thanks!

    0
  • Devan - Community Manager
    Zendesk Community Team

    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
  • Packlink Shipping SL

    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

    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
  • Dave Dyson
    Zendesk Community Team

    Hi Zachary, since this is a product feedback suggestion, ​would you mind reposting it in our Feedback on Support topic, along with some additional details. There are some guideline about how to write an effect product feedback post here: Product feedback guidelines & how to write a good feedback post

    Thanks!

    0
  • Nicole Saunders
    Zendesk Community Team

    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

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