Using Slack in side conversations

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55 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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  • Michael Penland

    Slack @mention +1 interest please.

    Looking forward to hearing about this in the future. Thanks.

    https://support.zendesk.com/hc/en-us/articles/360002115087/comments/360005351414

     

     

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  • Nicole Saunders
    Zendesk Community Team

    Hi all, 

    Just a quick reminder that feature requests and product feedback should be shared in the product feedback topics in the community. That is where our Voice of Customer team tracks requests, and where product managers follow and provide updates. 

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  • cx-murat.ozcelik

    Hello all,

    I would like to ask a question about @mentions. I don't know whether I missed something about @mentions but actually I use it normally. My problem is, it doesn't work for the all users. 
    When I would like to tag someone I just use the email address registered to slack for a specific person. For example, if registered e-mail address is "name@domainname.com", I use "@name" to tag someone. Even though I am able to tag 90% of slack users, it doesn't work for some of them. What could be wrong?

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  • Remi Saumet
    Zendesk Customer Advocate

    Hi cx-murat.ozcelik,

    Thank you for your post, hope you are doing well today!

    Unfortunately, as explained in the article above, 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.

    If you need to know more about the @mentions, please feel free to have a look at the Slack documentation about this : Use mentions in Slack.

    Besides, if you would like to submit a feature request, I encourage you to share this here : Product feedback topics.
     
    If you have more question or requiring assistance, feel free to reply to this thread, and I'll be glad to help.

    Have a great rest of your day.

    Best regards,
     
    Remi - Customer Advocate
     
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  • 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. 

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  • 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.

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  • 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!

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  • 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.

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  • 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.

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  • Dave Dyson
    Zendesk Community Team

    Hey Jeremy! Some changes in Zendesk require the browser tab to be reloaded, have you tried that?

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  • Jeremy Watkin

    Thanks, Dave! I did try that and the channel still isn't showing up. Is there a chance that side conversations is limited to 6 Slack channels in the dropdown? That was my other theory. If that's the case, I think we can work with it but it would help to know.

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  • Amjid

    Is there any significance of the 'Mark Done' on the Zendesk Slack conversation? Does it do anything, does the conversation become archived or anything or can you Reopen it whenever?

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  • 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?

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