Using Slack in side conversations (Collaboration add-on)

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42 Comments

  • 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.

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  • Andreas Schuster
    Community Moderator

    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

    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

    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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  • Sarah Murray

    Is there any reason why adding the Zendesk for Slack App to a new channel in Slack wouldn't then include that newly added channel in our options for Side Conversation linked to Slack?

    For the sake of clarity, I am looking to add a new channel destination where "#shipping" is in the screen capture below. 

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  • Andreas Schuster
    Community Moderator

    Hi Sarah Murray,

    Every newly added channel should be available immediately via Side conversations.
    Please contact Zendesk Customer Service if #shipping is still not available.

    Best,
    Andreas

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  • Jeremias Eichberg

    Slack is a very good online collaboration tool in addition to Webex, Zoom, R-HUB web video conferencing servers etc.

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  • 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. 

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  • 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!

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  • Jeff Tan

    Is there any way (e.g. using markup) to include the original ticket description in the Slack side conversation?

    We have it integrated in our Enterprise plan and I was wondering for those who are not agents they won't have the context. 

    Would we need to setup everyone who is on Slack as Light Agents with the Collaboration add-on so that they can click on the ticket link when a Slack side conversation is created?

    Thanks.

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  • 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!

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  • 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?

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